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A serving of confirmation

A little recognition can go a long way


Spending a week in San Antonio, what was to be a break from delicious Mexican food for some fast food, turned into a serving of confirmation in what your staff can be.

We walked into the downtown Whataburger to enjoy a fast food hamburger dinner. After placing our order, we sat down and were watching the people both inside and outside the business.

A couple of people were having a fun time enjoying their food as they were taking pictures of each other with their mouth’s wide open as they were about to take a bite of their hamburger. One of the wait staff took note and brought to the customers one of the paper hats that the staff would wear. More pictures ensued. They asked the employee to join in the photo, and before you knew it, there were five employees having a group picture taken with each of the customers. Most definitely a good time was being had by all.

One of the staff, Anthony, walked by our table and we commented to him how they all seemed to be enjoying themselves. In addition to the confirmation, Anthony began asking questions about our visit to San Antonio and how we were enjoying our time in the city. Asking where we lived, he volunteered the location of a Whataburger nearest our residence.

He quickly volunteered he has been in the food service industry for twenty years and while this was not the only place he had worked, he did enjoy it. Anthony was a very conversant and engaging individual that you could sit and visit with for quite a while.

He wanted to tell the story of the day the grandson of Harmon Dobson, founder of Whataburger, came into the business and sat at a table in a corner that Anthony pointed out. Just as we had noticed, Dobson’s grandson noticed these interpersonal skills that Anthony demonstrated. Anthony was thrilled that the grandson of the founder was pleased with the work he was doing for Whataburger. He was given a $15 gift card as a sign of appreciation by the grandson.

Reading the history of Whataburger, we can see Anthony is not a rare find that simply walked into this location looking for a job. The company has a biennial Family Convention with the highlight of the convention being the finals of the WhataGames. The WhataGames are a six-month competition involving employees in all their stores in a demonstration of their knowledge of the company history and a commitment to the company’s stated valued.

The serving of confirmation we received, in addition to our meal, was that the atmosphere in a business, and what customers experience, is more than someone writing a mission statement, or stating that employees are “empowered”.

The serving we received also included our observing how a small recognition, the $15 gift card, carries the story forward. We did not ask, but from observing similar situations with other businesses and their employees, we expect Anthony carries that $15 gift card in his pocket as a reminder to himself that the business employing him appreciates his daily efforts.

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This article is copyrighted by Tom Shay and Profits Plus Solutions, who can be reached at: PO Box 128, Dardanelle, AR. 72834. Phone 727-823-7205. It may be printed for an individual to read, but not duplicated or distributed without expressed written consent of the copyright owner.

MAY 2024
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As the title suggests, the reader of the book would be someone that is starting their business. However, we see more value than just that.

 

Perhaps you have been in business for many years. We think this book could give insight to items, and methods, that a small business owner should think about with their business today.
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BOOK US

With over 25 years of frontline experience Tom Shay is America's leading Small Business Management Expert. He's a "Must Have" for your next event.

Small Business

Advisories

The May Small Business Advisory is titled "Planning for a successful accountant" and is appropriate for many with the April 15 tax deadline having passed.

 

Did you work with your accountant? Or, did you just give them a bunch of papers and wait to receive a completed tax return?

 

Successfully working with an accountant requires a partnership. This month's Small Business Advisory gives suggestions of how to make this happen in 2024.

Small Business

News

 

Top Story

We see that many small business owners have too much of a focus on the "top line" of their income statement.

 

Increasing revenue is great, but it is not a cure all for any challenges your business is facing. And sometimes, incresing revenue can create a challenge.


Article of the Month

Who is your customer? Some small businesses have no focus. Their customer is whoever calls or walks in the door.

 

And some small businesses have determined which customers, in sufficient numbers, they should spend their efforts to attract.

 

The article of the month shares an old Southern rhyming couplet about business; "The bertter you niche, the more you get rich."


Book of the Month

Lean Startup by Eric Reis is our suggested book for May.

 

As the title suggests, the reader of the book would be someone that is starting their business. However, we see more value than just that.

 

Perhaps you have been in business for many years. We think this book could give insight to items, and methods, that a small business owner should think about with their business today.

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© 1998-2024

Profits Plus Solutions, Inc.
Tom Shay
PO Box 128
Dardanelle, AR 72834
(727)823-7205