Franchise Update Magazine Issue II, 2012 | Page 18

Grow Market Lead

Leadership
guru

JOHN LONGSTREET
CEO, Quaker Steak & Lube

Culture
Cash
Staying true to the founder’s
vision pays off
By John Longstreet

I

t’s a familiar scenario: a successful
concept is born from a familyowned restaurant where everybody
knows your name and embodies
a particular culture.
But success can ruin everything. The
business can grow or get acquired or
go public. Suddenly, the original team
members are a number to human resources and the culture is reduced to
rules and regulations.
That could have happened when
Quaker Steak & Lube expanded beyond its original location in a former
gasoline station. Its culture of delivering fun could have been compromised.
Yet, research shows 53 percent of our
guests still come for the fun atmosphere. Guests say they “feel good”
when leaving.

16

Franchiseupdate Iss u e II, 2 0 1 2

Quaker Steak & Lube is different
not only because of the cars, d