The franchise development program I entered into consisted of: (1) being trained as a restaurant manager, then (2) running company restaurants until Denny’s Inc offered me a corporate restaurant to purchase.
My first GM assignment was a restaurant with above-average sales that suffered from service issues and high complaints. I found that the restaurant suffered from staffing problems. Putting the proper staffing in place we were able to increase sales by double digits and cut complaints in half.
In the next restaurant that I was assigned to, we did a complete management overhaul. I was then bounced around from restaurant to restaurant for short periods, filling in as needed.
In my final assignment, I was again brought in to clean house. In this restaurant we turned over both management and staff. The employees suffered from a lack of discipline and service standards. Over time we ended up replacing all the management and approximately half the staff.
At this time Denny’s was part of a large food company formed by a series of leveraged buyouts. Strapped for cash Denny’s hadn’t invested in the facilities for quite some time. They were struggling to decide what to do with many aging, underperforming restaurants with expiring leases. They would use the minority development program I was in, to get rid of some of these ageing underperforming restaurants. When Denny’s Inc finally offered to sell me a restaurant that I felt had some upside, I initially thought that my challenges would be employee issues. To my surprise, it was clear that the problem was not the employees but rather just that the restaurant was plagued by deteriorating facilities. With a limited budget and a lot of creativity, I remodeled the store despite Denny’s Inc lack of remodeling criteria. I also removed the unused bar and created a private meeting room. Soon sales were up double digits. Not only did the customers appreciate the upgraded facilities but the morale of the employees increased, providing even better service. As a result of my success, Denny’s Inc offered me the opportunity to buy the closest restaurant to me, with significantly higher sales.