5 tips from Whataburger CEO on how restaurant chains can create a family-like culture

Being the leader of a business isn’t so different than being a parent. Executives are responsible for providing the basic necessities for their teams to function — like pay, training, and resources — but there are soft skills needed in leadership roles, as well. For example, patience and attention — even love, in a manner of speaking — are equally as important for an executive to display if they hope to get the most out of their teams.

If you’ve ever met Debbie Stroud (or even just followed her on LinkedIn), you probably know that she’s one of the industry’s best case studies for excelling at those soft skills. And, appropriately, she’s the CEO of Whataburger, a 76-year-old brand still partially owned by its founding family, one that calls its 50,000-plus employees “family members.”

“I would say people have described me as being warm and approachable,” Stroud said. “That works great when you want to listen and you want to understand the ‘real.’ So I think that's a big part about who I am as a leader.”

You have to appreciate the tightrope that Stroud — in her first CEO role after 30-plus years with McDonald’s and Starbucks — is walking. Unfortunately, that compassionate disposition can often be mistaken for weakness in our world, particularly for women leaders. Simultaneously, as the benefits of a strong company culture are increasingly documented, it’s necessary for CEOs to set an example for the kind of culture they hope to see trickle down to the rest of their system.

Stroud is striking a remarkable balance, one that should serve Whataburger well as it looks to grow beyond its nearly 1,200 locations in 17 states.

Stroud recently sat down with NRN’s editor-in-chief for the latest episode of Signature: A CEO Series with Sam Oches, powered by The Coca-Cola Company. And in the latest episode of Take-Away, we’re sharing the full conversation, which covers how Stroud is setting the tone for a family-like company culture and tapping into its rabid fan base to expand its footprint.

• An aligned team empowered to do the work can accomplish great things

• Leaders create the conditions for success

• Data tells a story — and it should guide your decision-making

• Brands should embrace the authentic relationship their guests have with them