Blog

The power of a personal connection

May 9, 2012 by Don Fox — CEO, Firehouse of America

I have been absent from these pages for much too long. The good news is that it is the result of a lot of business travel and very robust sales throughout the Firehouse Subs system. I have just returned from the National Restaurant Association Show in Chicago, I am happy to report that I have finally found some time to write!

As busy as I have been, I would never consider missing the NRA show. It is a great place to see the power of personal connections at work, and to forge new relationships, some of which may grow into lifelong bonds. I strongly recommend it for all operators, no matter the size of your organization. If you have not attended in the past, try to put it on your calendar for next year. You will not regret it.

The atmosphere at this year’s show reflected what we already know: 2011 was the best year EVER for the restaurant industry. Consumer spending in restaurants exceeded the previous high set in 2007, and you could see it on the faces of vendors and restaurateurs alike. There was much to see and do at this year’s event, but the highlight for me personally was the education session conducted by the Fast Casual Industry Council (FCIC). This event is one of the main deliverables for the FCIC steering committee, and I was delighted that we had a standing room only crowd, despite the fact that we were scheduled opposite President Clinton. I think the panel will wear that as a badge of honor! I attend and am active in many industry events during the course of the year, and the FCIC education session is right at the top of the list for connecting with new folks in the business and reconnecting with old friends and peers. There is something to be learned each and every year.

As I alluded to, 2012 has been a very busy year for me and for Firehouse. En route to Chicago, I visited our restaurants in Pittsburgh, Columbus, Cincinnati, and Indianapolis. On this trip, my team and I wrapped up our “Raising the Bar” tour (a series of 19 market meetings with our franchisees and area representatives). We have been on the road much of the time since January connecting with our team members in the field. Combined with the 39 crew rallies we conducted during the back half of 2011 with about 3,500 hourly employees, it has been a very rewarding 10 months or so. Tours like this afford me the opportunity to connect (or reconnect) with the most important people in our organization: the scores of franchisees and thousands of employees who are the heartbeat of our brand. It is an invaluable experience for me, and I certainly hope the team members we visit share my sentiment.

Of course, touring our markets is particularly satisfying…and easy… when times are at their best. But for me, circumstances rarely dictate when and where we visit. However, it is something that I and the founders of Firehouse have been doing for the past nine years. And it is always most important to be doing it when times were not quite as rosy. In fact, it was during the tough times that it was absolutely most important to be out on the front lines. The power of maintaining a personal connection, in good times and bad, is something that you should always harness. If you find yourself constantly stuck in meetings and the four walls of an office, think about getting out on a regular basis. It will keep those personal contacts strong, both within your own operation and out amidst your peers in the industry. I can assure you it will serve you well.