Treating Employees as the Most Valuable Customers of the Company with Pritesh Mittal

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This article is a lightly-edited summary of the key takeaways from our speakers’ appearance on our podcast, “The Shape of Work.” If you haven’t listened to our show yet, be sure to check it out here. These speakers have an incredible stable of startup experiences to draw from, the kind of stories that are unbelievably helpful for HR/people managers to hear.

In this episode of The Shape of Work, we welcome Pritesh Mittal, Co-founder, and COO of Growisto. It is an e-commerce marketing and technology company helping businesses growing digitally.


Name of the guest: Pritesh Mittal

What he does: Co-founder and COO of Growisto.

Find him on LinkedIn.

Get Smart: “In this competitive world, if you don’t care for your employees, they are not going to care for you.”


In this episode, you will get valuable insights into:

  1. Challenges in employee retention.
  2. Building a culture of trust, culture, and accountability.
  3. Employees as the face of the company.
  4. Can a culture of ownership help in an organization’s scaling process?
  5. Attracting the right talents for the company with a well-defined culture.
  6. Changes in the hiring pattern.
  7. Employee engagement activities at Growisto.
  8. Hiring an HR professional.


Challenges in employee retention:

Pritesh responds by saying that consumers and employees are two different things. As a consumer, one will use the same products over and over again. The needs will not change. However, an employee’s needs keep changing. People tend to get bored in the same company, or these companies cannot match their requirements. Hence, people try for new companies. Thus the factors of trust, culture, and accountability are important. Even if the employees leave, the average time increases with the implementation of these factors. 

Building a culture of trust, culture, and accountability:

Building a culture of trust and accountability requires discipline from the founders and seniors. Employees will replicate what they see their leaders do. They need to walk the talk and understand that they are making themselves accountable to people. In addition, companies should set up a feedback loop to tell people that they want a transparent and accountable environment. It has to be a constant loop. This entire procedure will help in building this culture in the workplace.

 Employees as the face of the company:

Pritesh tells his employees that there are two customers: the actual client paying for the product/service and the team members delivering for them. They become the face of the company.

Often, companies give less importance to the candidates not working in the companies. They need to understand that it is the team that will communicate with these clients. If the employees perform, a company scales up. In addition, another important thing required is that the knowledge acquired from the leaders is transferred to other people as well.

Can a culture of ownership help in an organization’s scaling process?

Pritesh partially agrees with the above-mentioned fact. However, he states that the needs of the companies do not change irrespective of their size. The only difference that prevails is transferring the motivation and discipline of work. When the company is small, the employees have a direct reach to their founders. The passion and dedication of the founders can motivate them to work. However, as the company grows, more people are required to transfer that impact (for example, middle managers). Each employee needs care, guidance, and training. The needs of the company do not change, only the process of transferring the impact changes.

Attracting the right talents for the company with a well-defined culture:

According to Pritesh, culture is not the only factor that should be considered while hiring. There are two aspects to be focused on

  1. Foundation: The company should build the basic principles and fundamentals of the company and then documenting them. Documenting the vision and core values offer people something for reference.
  2. Marketing: Once these values are set, the company needs to market them correctly.

Changes in the hiring pattern:

Hiring patterns revolve around the demand and supply of the talent pool. It does not matter where the employee is working from till they are delivering within their working hours. Another reason why the hiring patterns have changed is the funding. Pritesh says that the demand for developers has increased, but the supply is still the same.

There are certain ways to identify which developers are going to join. But this is a constant problem for the coming years till the funding pattern changes again or offices open up.

Tips to first-time founders:

Having a mentor is necessary for any first-time founder. They offer what one would not know. It can be anyone successful in that area. The main benefit of having a mentor is the rapid speed of achievements. The next thing to focus on is the first principles. The founders need to get into the basics and validate data. 

The third factor is iterating as fast as possible. As soon as the iteration happens, more data comes in to offer better insights.

Employee engagement activities at Growisto:

Pritesh’s company has multiple employee engagement programs. They organize departmental-level informal sessions weekly. Growisto also conduct town hall settings where they reward people who are performing well. They also have groups on different platforms where people can highlight the contributions of their team members.

Hiring an HR professional:

A specialized person is needed for every skill. However, it is not an easy task to do. In HR, a strategic person can understand and work from the basics of the company. The question lies on whether the company has enough budget for that. It can go for a mid-level or senior HR executive if it needs help in execution.

Dhristi Shah

Hi, this is Dhristi, Content Writer and Editor at Springworks India. I am a keen learner and am passionate about everything related to writing.

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