In this episode, Billy Duren chats with Bert Thornton, former president and COO of Waffle House, about his journey from manager trainee to the top of an iconic restaurant chain. Bert Thornton shares how Waffle House became known for "good food fast" and how the company grew from a single diner to over 2,000 locations.

The conversation dives into leadership lessons, including the importance of taking care of people "on both sides of the counter, "meaning both customers and employees. Bert Thornton talks about the value of hard work, perseverance, attitude, and mentoring. He explains that leaders aren't born but developed over time through discipline and learning from others.

Listeners also hear some fun Waffle House stories, like how "Bert's Chili" became a menu staple and why grits were introduced to Texas customers. Bert's advice for young leaders? Surround yourself with successful people and find a great mentor—plus, never give up when things get tough.

Whether you're a fan of Waffle House or want practical leadership wisdom, this episode delivers valuable insights in a down-to-earth style.

3 Key Listener Takeaways


1. Leadership is Developed, Not Innate

Bert Thornton emphasizes that leaders aren't simply born—they're made through discipline, hard work, and a willingness to learn from others. He points out that personal growth and leadership come from acting, thinking, and communicating differently, and that much of his own leadership journey involved learning from mentors and real-world experiences.


2. Take Care of People on Both Sides of the Counter

One of the foundational philosophies at Waffle House, highlighted by Bert Thornton, is the focus on caring for both employees and customers. By investing in associates (team members), they in turn take great care of the customers, creating a strong and sustainable company culture.

3. Mentorship is a 'Silver Bullet' for Success

Bert Thornton shares that seeking out successful people and finding a great mentor is one of the most impactful things you can do for your career growth. He stresses that great mentors have a genuine interest in your success, a track record, expertise in your field, and respect from their peers.

Show Overview

00:00 Origins of Waffle House

03:47 Waffle House's Second Generation Success

07:06 Efficient Waffle House Production Strategy

13:24 How Waffle House Chili Began

15:59 Southern Charm of Waffle House

18:17 Waffle House Leadership Principles

22:20 Waffle House Leadership Meetings

25:20 Creating Value by Serving Others

28:10 Leadership: Learned, Not Born

32:41 Parents and Coaches Shape Lives

35:46 8 Social Tells for Impressions

38:09 Perseverance and Leadership Insights

41:45 Leadership Begins with Ingredients

46:11 Advice for 25-Year-Old Self

48:34 4 Traits of Great Mentors

51:58 Mentorship and Leadership Insights

55:02 Leadership and Mentoring Insights

58:32 Success Through People and Leadership