There’s No Place Like Wendy’s
How General Managers Make Wendy’s A Great Place To Be
Editor’s Note: Earlier this year, we recognized 200 General Managers (GMs) for their leadership, dedication and continued service to the Wendy’s brand. From this group, 10 were chosen as the “best of the best” and received special honors.
At Wendy’s, we believe Quality is Our Recipe. That’s why we serve our customers high-quality food, made with fresh honest ingredients, in a clean and comfortable restaurant environment. To bring this motto to life throughout our entire system, we look for “Wendy’s kind of people”.
People who care about the customer experience.
People who go out of their way to make someone’s day.
People like Mary Washington, a Wendy’s Top 10 GM from Lincoln Park, Michigan.
I had the pleasure of talking to Mary about how she brings quality to life at her Wendy’s, including the restaurant, crew and her customers.
How She Got Started
Mary’s journey with Wendy’s began 25 years ago as a crew member. Through the years, her passion for the brand and hard work led to several promotions to shift manager, co-manager and finally GM. Not one to stop there, Mary is currently a Training Store GM, and plays an important role in shaping the culture in her restaurant.
Mary says that making Wendy’s a great place to work starts with treating people the way you want to be treated.
“I always treat my staff like family,” Mary told me. “I’m like their second mom. I’m here for a shoulder to cry on, or to help right before payday.” The idea of a work family is at the heart of how she leads, and her belief that taking care of others will lead others to take care of her is proof.
Striving to Be the Best
Although Mary is the GM at one of the highest performing Wendy’s restaurants, she said it took a lot of hard work to get where she is today. She shared the story of when she received her first restaurant inspection score, and how it was not the score she wanted or knew she could achieve. The disappointment drove her to work even harder. Mary’s hard work certainly paid off and in 2017, she had the highest sales increase and top operational score in the Wendy’s system. Go, Mary!
Making Customers Feel at Home
Mary loves coming to work each day and has a special way of making everyone feel like they’re at home in her restaurant. Most people know her by name, and they keep coming back for delicious food served fast by Mary and her friendly staff.
One customer shared feedback with our Customer Care Team about their recent visit to Mary’s restaurant:
“I went to the drive thru and I did not see what I wanted on the menu. I asked about it and the young lady told me that yes, they did have it. I went to go pay and the nice, beautiful woman was smiling and singing my order back to me. That was cute and made me feel better. I later called in and found out that it was the manager of the store. Wish we had more like her.”
What’s Next For Mary
Mary said she has accomplished everything she set out to do as a GM, but doesn’t want to just move on to the next thing. In fact, she dreams of owning her own Wendy’s restaurant, maybe even the one she manages today.
“I’ve put so much sweat, blood, and tears into this restaurant that I really feel like it’s mine,” she said.
After getting to know Mary, I’m confident that she will reach new and exciting heights in the new year ahead.
Outstanding employees like Mary make Wendy’s a great place to be, and we can’t wait to see what’s next for her.