Monica Rothgery, author of “Lessons from the Drive-Thru: Real-Life Wisdom for Frontline Leaders,” discusses her journey from being an Army officer to becoming the first female COO of KFC US. She shares insights from her career, emphasizing the importance of frontline leaders in shaping a business’s success. She also highlights the challenges faced by frontline managers, the value of genuine investment in team members, and the lessons learned from her time managing a Taco Bell in Chicago and leading operations in Thailand. She underscores the necessity of adaptability, empathy, and leveraging personal uniqueness to inspire and lead effectively.
Key Takeaways
[02:53] Monica discusses her career milestones, including her time as a quartermaster officer and her 30-year tenure at Taco Bell. She also explains her advocacy for frontline leaders and the importance of their roles.
[08:03] Monica shares her initial mistakes in leadership and how she learned to engage and care for her team. She also mentioned the importance of genuine investment in team members and understanding their needs.
[14:15] She discusses the importance of engaging and empowering frontline leaders. Her belief that engagement starts with the individual and is an inside job.
[18:15] Monica discusses the role of frontline leaders in shaping the future workforce and the importance of their development. Monica discusses the impact of AI and robotics on frontline jobs and the need for companies to unlock the potential of each leader and focus on their specific roles.
[27:56] She also emphasizes the importance of developing skills to adapt to technological advancements in the workplace. Monica’s advices the young workers and aspiring leaders on finding purpose and meaning in their work. She also mentioned the significance of the first boss in shaping an individual’s career and work ethic.
[33:56] Closing quote: Remember, “I don’t fear that a man will wear out as quickly as he will rust out.” — Colonel Sanders
The Leadership Podcast is sponsored by W.S. Darley & Company.
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Quotable Quotes
"Be yourself. Find your place where you're welcomed, where you're supported, where you can thrive." Share on X “It's about understanding what motivates people and then using their strengths to find ways to leverage them in the workplace." Share on X "Frontline leaders have some of the most important leadership jobs in every country.” Share on X “Make a list of all the momentary benefactors in your life and express some gratitude for them.” Share on X "The spotlight has to be on the team." Share on X “It's just tough to find the people to keep a restaurant open. I think that's a huge challenge.” Share on X “One thing that companies have to do is unlock the potential of each leader.” Share on X "The parent's job is to instill confidence, teach the kid how to maybe go to an interview, equip that child to go out into the world as a self-sufficient functioning member of society". Share on X “I don't fear that a man will wear out as quickly as he will rust out.” — Colonel Sanders Share on X
These are the books mentioned in our discussion with Monica
Lessons from the Drive-Thru: Real Life Wisdom for Frontline Leaders
Leading a team is hard. There is immense pressure to deliver results while leading a team of unique, diverse individuals. As a Taco Bell manager, Monica Rothgery tried muscling her way through, working extremely hard, only to produce mediocre results. Over time, she learned that her job was not to run the business but to lead the team. Once leadership became the focus, turnover decreased, the customer experience improved, and the business grew.
In Lessons from the Drive-Thru: Real Life Wisdom for Frontline Leaders, Monica uses stories from behind the counter to illustrate the power of true servant leadership. Both new and experienced leaders will learn how to:
- Shift the focus from “me” to “we” and watch the team thrive while the business grows.
- Discover the power of using uniqueness to lead with ease, authenticity, and vulnerability.
- Realize the potential to impact the lives of those of team members.
- Anticipate the unexpected and persevere with grace.
Enjoy Monica’s sometimes funny, sometimes soul-crushing stories of her journey to discover the true meaning of leadership in Lessons from the Drive-Thru.
Resources Mentioned
- The Leadership Podcast | theleadershippodcast.com
- Sponsored by | www.darley.com
- Rafti Advisors. LLC | www.raftiadvisors.com
- Self-Reliant Leadership. LLC | selfreliantleadership.com
- Monica Rothgery’s LinkedIn | www.linkedin.com/in/monicarothgery
- Monica Rothgery’s Website | www.monicarothgery.com
- Monica Rothgery’s Twitter | @tacobell_monica
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