Grand Street Publishing

One Penn Plaza #6220

New York, NY 10119

Copyright © 2013 by Grace

Daly All rights reserved.

Daly, Grace

Inspiring Leadership in Retail & Restaurant Development:

Life Lessons and Shared Inspiration from our

Industry’s Top Thought Leaders

Cover & page design by Perseus-Design.com

ISBN: 978-0-9828114-3-6

ISBN: 9780982811443

Printed in the United States

Dedication

This book is dedicated to all the men and women in our brick-and-mortar development world who create the client experience and drive sales.

Thank you for designing, building and maintaining our stores and restaurants to ensure that they are safe, functional, brand- protected and, most of all, inviting to the millions of clients that shop and dine with us each and every day.

You all rock.

Contents

Introduction

When I first set out to implement this book project, my goal was to understand how our industry thought leaders operate, what drives them and how they inspire their teams. What I’ve learned is far greater than I can possibly capture in this introduction. I’ve learned of fun experiences and adventures, as well as growing pains, heartaches and challenges that ultimately shine the light of authenticity on who we are, who we wish to be and who we may become. I’ve learned of a group of people who are authentic to the core and possess this intrinsic energy—a genuine drive to help others learn and grow in their paths, as well.

It is my hope that you will not only enjoy this collection of stories and interview chats as much as I’ve had the pleasure of working with each of the coauthors, but that you will also discover this interconnected energy resonating in each and every one of us. This is the energy that emanates from the source of abundance and pure love for our industry, ourselves and each other.

Acknowledgements

My heartfelt gratitude to our sponsors:

American Signcrafters

D.F. Pray General Contractors

HAFELE America Co.

Interstate Signcrafters

Pioneer Properties

RD Weis Companies

The Resicom Group

Thank you for believing in our project. You have given this book wings, allowing it to grow and share its stories and discussions of leadership and inspiration. You make all the difference in moving this industry forward.

CHAPTER 1

Losing My Hero

By Carl Behler

I knew eventually that it would happen; I received the phone call early evening on February 5, 2008. My sister called from Charlotte to let me know that Dad was back in the hospital—his third time in about a year, only this time it was serious and he did not want to go through another major surgery. I wanted to immediately leave Maryland and rush to be with my mom and sister and her family there at the hospital, but they talked me into waiting until the doctors consulted. We had been though this so many times, only each time he defied medical logic and completely recovered.

The tone in my mom’s voice the next morning on the 6th said it all: “Carl, Dad is slipping away and you should come.” That was the longest seven-hour drive ever had. I had been through at least five or six major surgeries with Dad, two of them open-heart surgeries. I have seen him at his strongest and his weakest, and watched his health deteriorate, so I am questioning how much more can he take. When I walked in his room at the ICU he grinned from ear to ear and said, “Carl… You are here.” That evening after my family left to eat and get some rest after 24 hours by his side, I sat there with my hero, reliving in my own head our life together: the good, the bad, and the ugly. The doctor told us that he would not survive another surgery, and yet to not have one would be fatal: An intestinal blockage was poisoning his system. Through the morphine and fever, he let me know even without words that I was his beloved oldest son, a man after his own heart, and he was so proud of me. We did not talk a lot; we didn’t need to. We had nothing between us to say, “I’m sorry,” for or to forgive each other for. We were up to date; holding hands and looking in each other’s eyes was enough. We were living in the precious acceptance of the situation, the moment, and each other. I have never felt love like I did in that moment—pure love and no fear. We both let go; he wanted to move on to his Father, and I wanted him to not suffer any more. I silently asked God to take him home, and He obliged.

A little after midnight the morning of the 8th, my dad slipped into a coma, and shortly thereafter he was declared brain-dead. I made the difficult call to my mom and family. He lasted another couple of hours and then peacefully passed away. Later that day, I realized what a blessing this experience was for me, the black sheep of our family. Even now, over five years later, it continues to shape and mold me, and has become an inspiration for change in my life.

The Early Years

From the age of nine, I worked for Dad on Saturdays during school season and five days a week in the summer. His carpet, flooring, and ceramic tile business was booming in those days, and I loved watching him and his guys lay tile and carpet and install ceramic in the showers, bathrooms, and floors of new homes. I was in awe of how they could cut with their knives, spread adhesive with a trowel, and grout the new ceramic; I wanted to be like them. One day, Dad let me mix up a batch of cement mortar in the front dirt yard of the new split-level home we were working in, a mixture of sand, cement, and water. I amazed them all until I had to shovel it into a wheelbarrow and push it up into the front door on two 2x12s side-by-side into the front door. I spilled the entire load onto the dirt, and they all laughed so hard… I was hurt, and I ran and hid, my pride wounded. Dad came with a hug and assured me that they laughed because they too had done the same thing a time or two and I get an “A” for effort. Where I felt I had failure they saw success!

I worked for Dad until after I graduated from high school, and it was during that time I fell in love with creativity. I liked the fact that we could transform a bare new home in two or three days into a thing of beauty with new carpet, Formica, ceramic, and flooring. This is where I learned the tools of my trade. As a child I was blessed with an artistic talent, while in high school I learned that I had considerable hand-eye coordination for architectural drafting, art, music, design, and writing. After I graduated in the summer of 1970, I applied for a drafting job with McCrory Stores in downtown York, Pennsylvania. Much to my surprise, I was hired and was put on the drafting board working under some really great designers and architects. I seemed to thrive in this environment in which perfection, artistic talent with a drafting pencil, agility, and speed was in demand. The process and art of communicating a vision through drawing and then visually creating the procedure for building that vision still amazes and intrigues me.

Later that year the “call of the wild” possessed me, and I felt guitar playing, writing songs and poetry, and traveling was going to be my calling in life; this was the early 1970s, after all. It seemed better than all of the rules of no long hair, being at work on time, and so on. I lived in a barn in the country with several other like-minded folks and had a blast for two summers and a long winter. Eventually I moved to California to pursue my dreams, but returned broke and disappointed two years later as a prodigal son appearing on the front porch of my parents’ house. Then I began my over-the-road long-haul truck driving career. At the time, I wanted nothing but call of the wild adventure without responsibility. Truck driving, along with sporadically working for Dad, carried me through the ’70s, wide-eyed, idealistic, and aimless. I ended up in South Texas in early 1980 working in a shipbuilding yard first as a loftsman, a welder, and then a marine draftsman. It was there that I was reunited with my love for drafting and design. When the shipbuilding company folded, I applied for a drafting position with a fast food burger chain and began my career in restaurant development. I managed the design and drafting department for the company and eventually ventured into construction management. I fell in love with the restaurant industry, and still am today. There is something profoundly different about a dining experience as compared to a pure retail shopping experience. To me, restaurants evoke a response from the five senses, and what you take away is in your belly and not in a shopping bag.

In late 1988 I returned to Pennsylvania and went to work back at McCrory Stores, only this time as a seasoned design manager for their restaurant division, working with some very talented people. Traveling back to Texas in 1991, I started a successful restaurant development consulting firm, and coincidentally the fast food chain where I learned my trade was my first and largest client until I sold the company several years later. It was there that I learned I was able to apply my design skills and develop entire sets of CDs for constructing a new restaurant, every sheet with my own hands—a labor of love that built my confidence in my ability to sell myself and my ideas. From there I went on to become the director of construction for a national fast food drive-in restaurant chain, my first of many leadership positions in retail and restaurant development From the mid- 1990s through 2003, I worked with several national restaurant and retail organizations’ in-store development at various management levels. I found through the years that great leaders are not made; you either are on or you’re not.

In 2003 I began working as an “outsourced CM” for an up-and-coming fast casual restaurant company. It was sort of a step backwards for me; however, the very high potential in the brand and the culture and people of the company intrigued me. They had outstanding food, very simple methods, top-performing people, and an excellent financial model. In 2005 I was promoted to the position of development director and added real estate responsibilities to the design and construction knowledge I already had. Today our company has become the most successful fast casual restaurant company in the US, with over 1300 restaurants nationwide and several in the London, Paris, Toronto.

How did I get to this wildly challenging and successful place? I subscribe to these thoughts: I never expected it, and I do not deserve it, but I accept it and am deeply grateful for it.

Through the years I learned many life lessons from my dad, Charlie. He was a simple man, very humble with the attitude of a servant, a man of deep spiritual faith, and he lived it. He was a man of honor to his God, family, and country. He did not finish high school, had no college education, and had no interest in becoming wealthy or famous. Dad had convictions and could tell you what they were and why he believed in them. Dad and Mom were strict with me; my brother and sister and I am grateful to this day for that. My Dad was my hero and taught me valuable lessons on life, living, and love.

After Dad passed away on February 8, 2008, I was asked by my mom to speak on behalf of our family at a memorial service at the church I attended where I grew up. What an honor it was to accept that and to be able to see and hear how many people my dad touched in very positive ways. I was able to share with everyone some of the profound life lessons I learned from my dad, Charlie. As I reflected on my dad’s legacy and my own successes and failures over the years, I have developed several important thoughts that help me stay grounded. Applying these in any situation seems to attract others to me, and I am able to share with them the personal lessons that guide me and have helped me become a leader, and through this I am able to positively affect the lives of others.

Life lessons from Charlie

Keep a Clean Slate: Remember in grade school when we all had to take turns in washing the blackboard so it was fresh and ready for the teacher the next day? I try to apply that principal to my life daily as I reflect upon my day. If I harmed or offended someone, I promptly try and make amends. Did I do the right thing? If not, how can I make it right? I have learned from experience that I do not carry the weight of guilt well at all. Having a clear conscience and having a clean slate with my God, others, and myself allows me to focus on the present than rather then the past. Then I can live without fear and can freely forgive and forget. This is true freedom.

Watch Your Buttons: You’ve heard the expression: “They really pushed my buttons, so I got mad.” I have learned that if others push my buttons, it is because I have them sticking out! It amazes me how on two different days driving the same route into Washington, DC, I can be hot as a hornet when other drivers annoy me one day, and yet the next day I am calm, cool, and collected. Did the road or traffic change? No, my attitude did and my buttons were not sticking out. If I am living on the correct beam, I cannot be easily offended because I am not dwelling on self. The times when my overinflated view of self is in the forefront are the times when I allow others to push my buttons, and usually the result is not good.

Don’t Hide Your Scars: Dad used to get a kick out of showing his scars from his two heart surgeries. He’d tell us that he feels a special connection with other heart surgery patients as a result of their common scars. We are all human and have very real scars: emotional, physical, and spiritual. I lived for years trying to hide and cover up my scars so that I could be perceived as successful, lovable, and perfect. Along the way though perhaps I have denied others the opportunity to relate to me. Being open with my weaknesses, I become human and approachable, allowing others to see the real me. Exposing my struggles, foibles, and scars means that I am not ashamed of them; they are a part of what has shaped me, and that has value. As Popeye said, “I yam what I yam!” Let others know that you are human and just like them; expose your wounds and scars, you’ll be amazed at how others will be attracted to you.

Laugh at Yourself: Some days I take myself so seriously that I fool myself into believing that I am perfect. Wrong! I am a human being with real feelings, faults, and struggles in life. Life is not a serious matter, and it is not an entitlement; it can fade away in a moment. Happy people laugh—no, I mean really laugh—and when you laugh, others will join you. Since I have to live, why not live happily, and laugh? Live, laugh, and love!

Don’t worry about tomorrow’s worries: If I am living in yesterday or in tomorrow, I am ruining my today. Tomorrow will have its own worries, and I have no control over them today. Living in the “now” and “here” means that I am living “nowhere” but in the moment. The reality is that I have absolutely no control over tomorrow, yet I fool myself into believing that I do. The more I let go of that, the less stress and worry I have, and the easier my life becomes; it’s so simple, yet hard to do.

Accept Acceptance Gracefully: This concept has been the most difficult thing for me to put into practice in daily living. After living in the corporate world for so many years, where climbing the ladder means everything, it is tough to accept anything without having to earn it. The concept of being acceptable without a scorecard or rating is foreign at best to most of us. I believe that as humans we desire two things in life more than anything else: love and acceptance. I, for one, have expended much energy and resources seeking these two things, at times even to my own detriment. I laugh at the way my false self occasionally says, “You shouldn’t have!” when someone gives me an unexpected gift, instead of a simple heartfelt thank-you. To accept acceptance means that first I must accept myself as I am. This requires an honest inventory of my strengths and weaknesses and the desire to change as needed. It also helps to know “who” I am and “whom” I belong to. Brandon Manning, my favorite author, once said, “If God had a refrigerator, your picture would be on it.” What an incredible expression of love and acceptance that I use to ground myself.

When I reflect on my life and consider how I started as a smalltown country boy with no formal education, I am humbled and amazed. Each day I try to tell someone part of my story or expose a “scar” in hopes that they will find a bit of inspiration. Everyone has a story behind their story that is worthwhile getting to know. Try it—it might work for you, as well.

About Carl

Within the retail and restaurant industries, Carl has spent 32 years refining his development expertise in real estate, design, and construction. Carl began his design career as an “old school” architectural draftsman at McCrory Stores in York, PA in 1970.

Through those early years, Carl’s life experiences took him through a career in music, over the road long haul truck driving, operating his father’s flooring/ceramic tile/carpet business, a naval draftsman at a ship building yard, and finally back to architectural design in the early 80’s. Landing at Whataburger, Inc. in Corpus Christi, TX Carl was introduced to his first restaurant drafting and design position in the restaurant industry. In 1991 Carl formed Restaurant Designs, Inc in Bedford, TX and provided turnkey restaurant design, permitting, and construction management services for several restaurant companies specializing in major restaurant renovations and new store prototype design. After selling the company in 1993 Carl joined Sonic Drive-In and became their first Director of Construction. From 1997 through 2003 Carl held Director level store development positions with Carrols Corporation, Noodle Kidoodle, Zany Brainy, and HMS Host. In 2003 Carl became an out sourced Construction Manager for Chipotle Mexican Grill and joined them as a full time employee in early 2004. From August 2005 through August 2012 Carl was a Development Director at Chipotle leading the NE Development Team and their real estate, design, and construction management professionals in new store development. In August of 2012 Carl was named Development Director – Special Projects and is exclusively dedicated to Chipotle’s new Shophouse Southeast Asian Kitchen as well as other special projects.

Carl currently serves on the RestaurantPoint Advisory Board with other influential restaurant leaders who share their experience and lend support for the benefit of the restaurant industry. Carl and his family reside in Annapolis, MD.

CHAPTER 2

Being Worth Following

By John Fairclough

When asked why they love their jobs, people cite the challenge of their work as the single biggest reason. People who can solve problems and put their skills and talent to use draw personal satisfaction in the feeling of accomplishment. Digging deeper, however, we find that it’s not the specific tasks or challenges that boost job satisfaction, but the leadership team in place that helps the team find success.

People who report that they love their jobs usually cite a great boss as a main contributing factor. When searching for challenging, meaningful work, a manager can enhance or diminish the experience. A great leader has the ability to boost influence within a team. Empowering individuals helps to tap their own potential. A poor leader that only influences through coercion, demands or threats is assembling a disconnected team without a shared interest in common goals. Teams that produce from a sense of responsibility and engagement typically outperform the teams working merely out of obligation.

Building an engaged team starts with a leader who is influential rather than authoritative. A mediocrity gap is created when leaders have high authority but low influence. A team under a dictatorship might perform grudgingly, without understanding why a task is important and how it connects back to the overall strategic goal. However, without the insight as to how his or her role helps define the overall success of the organization, it’s easy for the employee to become disconnected, then apathetic. The “because I say so” management style only serves to promote confusion and resentment.

Ever find yourself flipping through TV channels and if Braveheart pops up you’ll stop and watch a bit, even if it’s in the middle of the movie? Why do we love this story so much? What is it about the character’s “Freedom!” battle cry that we find so compelling and heroic? The character is a Scotsman without title or money that finds himself, at first somewhat reluctantly, leading a rebellion against English tyranny. He didn’t have the military authority to enlist soldiers or press upon others to fight. Yet, people naturally gravitated toward his leadership. His men are inspired to fight against incredible odds.

He had a level of influence greater than his authority. A manager may have the authority to draft someone to a task, but it’s all about obligation. True influence, by contrast, occurs when leaders inspire others to act from a sense of responsibility. Great leaders don’t force others; they are subservient to the cause, and win their team’s commitment.

A team led through influence rather than authority can answer yes to three critical questions about their leader:

• Does my leader know what he or she doing?
• Can I trust this leader?
• Does my leader care about me personally?

No one wants to follow an incompetent manager. An effective leader can help others accomplish their goals. In order for the employee to meet the goal, the leader first needs to define exactly what success looks like for that person and align his or her goals with the big picture. Success needs to be defined in clear, specific language with concrete objectives and outcomes. Vague, ambiguous goals leave the individual in a state of anxiety. If success isn’t defined, then the default is translated as perfection—but perfection isn’t always possible or even desirable.