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Greenleaf International
Servant Leadership Conference
Cheryl Bachelder
September 25, 2014
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The Spotlight Problem
3
Conventional “Spotlight” Leadership
Servant Leadership
Which delivers superior performance results?
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Dare-to-Serve Leadership
4
A rare combination of traits . . .
Courageous enough to lead to a daring destination
Humble enough to selflessly serve others
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Who can lead this way?
5
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6
“There’s nothing fundamentally wrong with our country
except that the leaders of all our major organizations are
operating on the wrong assumptions.”
Robert Townsend, Up the Organization
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First Considered
7
“A paradoxical mix of personal humility
and professional will. Ambitious to be
sure, but ambitious first and foremost
for the company, not themselves.”
Jim Collins
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8
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2008
New
Leadership &
Roadmap
1976
First franchised
unit opens in
Baton Rouge
1972
1984
Int’l
expansion
(Canada)
2001
NASDAQ:
AFCE
1996
1,000
operating
units
Popeyes
9
2013
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Popeyes - 2007
10
A struggling chain
Declining sales, traffic, market share
Great food, slow service
Declining restaurant profits
Poor ROI on new restaurants
Stock slide from $34 to $13
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11
Superior affordable
food so good you
can’t wait to eat
at Popeyes
A service
experience
so good you can’t
wait to come back
to Popeyes
Profits so good that
you are thrilled to
own Popeyes
Returns so good
you
can’t wait to build
more Popeyes
BUILD
DISTINCTIVE
BRAND
CREATE
MEMORABLE
EXPERIENCES
GROW
RESTAURANT
PROFITS
ACCELERATE
QUALITY
RESTAURANTS
Began with a Roadmap
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Build the Brand
12
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Build the Brand
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Refresh the Chain
14
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Inside and Out
15
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Six Years Later
16
Sales and market share up, +25% and +33%
Guest experience ratings up double digit
Franchisee restaurant profits up 40%
New restaurants opened +350
Franchisee relationship 93% rating
Stock price 4X
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Popeyes Performance
17
$40
$11
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Industry Leading Results
18
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The Back Story
19
“Our (KFC) operations have not been as reliable as we
want," he said in a live conference call Wednesday
morning. "We have taken action and new leadership is
in place.“
Yum Brands CEO, September, 2003
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New Opportunity
20
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Dare-to-Serve Leadership
21
It took more than a business plan to turnaround
Popeyes. It took a new leadership approach . . .
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Dare-to-Serve Leadership
22
A path to superior performance results.
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Good to Great Servant-Led
% P
re-T
ax
Po
rtfo
lio R
etu
rn
10.8%
17.5%
24.2%
*Stock Performance = Trailing Pre-tax Profit Returns for 10 years, 1994-2004
S&P 500
Largest 500
Public
Companies
USA
Serving Performs
23
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Dare-to-Serve Leadership
24
Four Steps to the Turnaround:
Who will we serve?
What is the daring destination?
Why do we do this work?
How will we work together?
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Who will we serve?
25
“It begins with the natural feeling that one wants to
serve, to serve first”
Robert Greenleaf
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Who will we serve?
26
“Your attitude is your altitude.”
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Who will we serve?
27
Reflection: Who are the most important people
that you serve?
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Who will we serve?
28
The boss, the board, the investor, the employee,
the guest, the franchise owner?
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Who will we serve?
29
Reflection:
Do you love the people you lead?
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Who will we serve?
30
The obstacle to serving others . . .
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Who will we serve? Results:
31
Popeyes Franchise Owner Survey Results
(% of franchisees rating Popeyes good, very good, or excellent)
2008 2013 Change
Overall quality of the Popeyes system? 66 95 +29
Would you invest in Popeyes again? 76 93 +17
Recommend Popeyes to another franchisee? 67 90 +23
Popeyes is committed to a positive relationship 66 91 +25
If I am successful, they are successful 76 91 +15
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32
“True leadership must be for the benefit of the
followers, not to enrich the leader.”
John Maxwell
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Decision Time
33
Will you be a leader who decides to serve?
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What is the daring destination?
34
“The bravest are the tenderest,
the loving are the daring.”
Bayard Joseph Taylor, Poet (1824-1878)
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What is the daring destination?
35
Alice asks . . .“Would you tell me please which way I go
from here?”
“That depends on where you want to get to,” said the cat .
Lewis Carroll, Alice in Wonderland
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What is the daring destination?
36
To be the hottest concept in quick service
restaurants by 2013
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What is the daring destination?
37
State the destination
Focus on the vital few
Commit the resources
Create a positive work environment
Courage to measure and report
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What is the daring destination?
38
“I learned that courage was
not the absence of fear, but
the triumph over it.”
Nelson Mandela
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What is the daring destination?
39
Extreme Sports Research
A positive transformation in the courage and
humility of the participant
Source: Journal of Humanistic Psychology, Brymer & Oades
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What is the daring destination?
40
Popeyes Performance Results
(Average Restaurant Performance)
2008 2013 Results
Restaurant Sales Dollars $1.0MM $1.25MM Exceeded
Share of Chicken Quick Service 14% 21% Exceeded
Speed of Service at Drive-Thru 225+ seconds 180 Seconds Achieved
Restaurant Operating Profit 18% 22% Achieved
New Restaurant Owner Returns <10% 25% Achieved
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Decision Time
41
What is daring the destination for the organization
you lead?
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Why do we do this work?
42
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Why do we do this work?
43
To inspire servant leaders to achieve superior
results.
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Why do we do this work?
44
The only purpose of Popeyes is the purpose
of the person you meet . . .
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Why do we do this work?
45
Every life has a theme song . . .
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Why do we do this work?
46
“Nothing is really work unless you would rather
be doing something else.”
James M. Barrie, Novelist
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Why do YOU do this work?
47
Journey to Personal Purpose
Lifeline
Values
Strengths
www.daretoserveleaders.com
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Purpose drives performance
48
Employee Engagement Index:
I am proud to work at Popeyes
I rarely think about looking for a different job
I would recommend Popeyes as a great place to work
I’m extremely satisfied to work for Popeyes
Results: 78% Engaged vs. Norms of 69%
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Decision Time
What is your personal purpose?
www.thepurposeofleadership.com
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How will we work together?
50
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How will we work together?
51
Core Values:
Human dignity
Personal Responsibility
Humility
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Decision Time
How will your values be evidenced in your daily actions.
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Call to Action
5 people
100,000
50 people
1,000,000
500 people
10,000,000
Hours
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Call to Action
54
“Increasingly business leaders will be the
stewards of civilization.”
Dr. Max Stackhouse
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Call to Action
55
“Leaders are made by other leaders, and are
made better by other leaders, and go on to make
yet more leaders.” Albert Mohler, The Conviction to Lead
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www.daretoserveleaders.com
Thank you!