The Official Publication of the Employees of The Krystal Company

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Krystal Restaurant, Area and District Managers will To further "Catch the Krystal Spirit", a special time be packing their bags early to be ready for the big has been set aside for competitive events and activities. Annual Managers Meeting and Krystal of the Year A surprise evening of entertainment will provide rest awards to be held in Chattanooga on February 15 - 19! for the mind and foster Regional fellowship. During this meeting, Managers will have the chance Finally, a series of roundtable discussions will to make new friends, re-new old acquaintances and provide the opportunity for field manager's input in "Catch The Krystal Spirit". developing action plans to move the Company onward. Each Region is planning a separate two-day meeting, This will be a unique chance to share ideas from a cross- with both Regions being in attendance for the Krystal section of Areas and Districts. of the Year awards ceremony. The meeting will be a Of course, the excitement will build to the Krystal very special time to share new ideas and communicate of the Year Awards, when the top restaurants in the Krystal's objectives for the future. Field Managers will Company will be recognized for their achievements. also receive information on the support programs to be implemented in the coming year. Several special- Overall, this will be a most memorable event. It will emphasis workshops will be held during the meeting be an educational, recreational, and inspiriational two to aid individuals in personal development and days. Be ready to "Catch the Krystal Spirit "I • attainment of goals for the Restaurant, Area, & District. the lOystalGazer PRESIDENT'S MESSAGE

Vol. XXIX, No. 1 January 1987 , .^^ ^ g^^ SpMtt> > Just what ig ^ /fr^/ 5^? What The Krystal Gazer is published by the Krystal , .. 0 T, , , , . , •* « . .« ,. ,.,1 • 0_- -^ Company for all employees of the Company. d°eS * mean? Jt maY be hard t0 describe but the results of this Spirit Please address ail correspondence to The are easy to see. You see it in those employees who are always smiling Krystal Gazer, Training Department, The _ no matter how busy it gets. YOU See it in those Sparkling clean Krystal Building, Union Square, Chattanooga, _ , . , , , _- ... TN 37402. restaurants — cleaned with love and care. You see it in those Editor cuff Collier managers who take up the slack and have pride in making their Krystal Training Department restaurant "the best". You see it in every Krystal employee who In This-Issue... always give their best — no matter what — because in their heart Catch The Krystal Spirit 1 they know it really is the right thing to do. John Haiias 3 jt's fais "Spirit" that makes the difference between mediocrity Krystal Testimony 3 and exceiience _ between defeat and victory. General George Patton t 1 H 1 ch h 3 sa*d ^ best: 'Wars may be fought with weapons, but they are won K A P • it Can Work For You 4 by men. It is the Spirit of the men who follow and of the man who Vision Classes 4 leads that gains the victory.'' Pride Shopper Update 5 Excellence Pin Winners 5 Krystal People 6 District Dateline 7 Help Your Heart 8 y^ yj 4

THE TEENAGE CUSTOMER RAY SERINA Vice President of Operations Who are our customers? We all know they are the most important person to walk into our restaurant. It's their patronage that keeps our company strong and successful. A great number of our customers are young men and women, teenagers who frequent restaurants often. Because teenagers eat ' 'out'' so often, we must be aware of their presence in our restaurants and begin creating a new group of faithful Krystal customers. These teenagers will soon be adults, with families of their own, and we want them to return to Krystal time and time again. We must be sensitive to the teenagers' special needs. They often visit us with several friends, so be patient while taking care of this rush of business. Treat them with respect just as you would like to be treated. Remember, this young person could be a customer for many years to come.

Many teenagers use our drive-thru service after school for a quick Coke or afternoon snack. These ' 'small'' orders are important as they become a routine every day, and this means repeat business for us! So , who are our customers? Many of them are teenagers, who deserve respect, courtesy and friendly service. Krystal's future depends on keeping them coming back for more! AROUND KRYSTAL John Hallas joins Product Development 300 COUPON BOOKS GIVEN We are pleased to an­ OUT BY SCHOOL GIRL nounce that John Hallas has recently joined our Megan Miller, ready for Product Development school and Krystal Coupon and Quality Assurance Give Away. Megan gave out staff as Product Develop­ 300 coupon books at her ment Coordinator. John's school, Dunnam's Private > new responsibilities will School, in Bessemer, t . Megan is the ** cover a broad range of daughter of Bonnie & David activities in the overall development, testing and implementation of various new product programs. McElroy. Bonnie works next door to the N-VI office. No wonder N-VI gave out so many coupons with help John comes to our department well prepared. In like this! addition to a BS degree in biology and chemistry from Youngstown State University, John brings with him valuable experience in product development and Krystal Restaurant Helps quality control having spent three years with Arby's Warner Robins Church Inc. in as the Laboratory Supervisor, responsible for many lab and product development (This letter comes from Linda Home, of the First Assembly of projects; and two years as Quality Control Supervisor God in Warner Robins, .) for Hunt Wesson Foods. "Thank you so much for being so kind to our John is a native of Youngstown, Ohio; however, church in sharing your ice. he has already made the move to Chattanooga. Please When a business is willing to share with the join us in welcoming John to the Krystal Company churches in the community it makes that business and Chattanooga. extra special. Thank you again ..." Linda Home KRYSTAL TESTIMONY U.M. President (The following letter comes to us from Mrs. C.L. Crabtree, in Knoxville, ) "Dear Sirs, For an unsolicited testimony, this is authentic. In going through old cards, I found this and it seemed too good to throw away. Charles went to Baylor in the Eighth grade. On Saturdays he would go to his Grandfather's office in the Volunteer Building. His Grandparents would take him to lunch at the Krystal at Ninth and Georgia Ave. He now lives in California where he would make a good P.R. man for the Krystal Company if and when you expand." Sincerely, Elizabeth K. Crabtree. The card reads: ".. .Thanks so much for the great Krystal article! It brought back many fond memories. The author was entirely correct when he stated '... when one desires — REALLY desires — a Krystal, there is no substitute worth mentioning.' If I knew I was to have Assistant Restaurant Manager Steve Mollohan of my last meal and could select it, I'd probably go for 10 or 12 Huntsviiie #5 is shown serving a $68.00 Krystal order. Krystals, and end with their Lemon ice box pie." The boys at the local Dodge dealership sent up for Thanks to Mrs. Crabtree and Charles for sharing this with us. Krystals, Fries and Cokes! 3 THE KRYSTAL ACHIEVEMENT PROGRAM: IT CAN WORK FOR YOU

For an organization to be successful, it must have • Rewarding employees based on their know­ quality performance from its employees. At Krystal, ledge, skill, and performance. we prepare our employees for quality performance • Increasing customer satisfaction through better through effective training on the job. The Krystal Achievement Program (K.A.P.) is the training vehicle trained and motivated employees. that should be implemented in each restaurant to assure • Preparing employees for a potential manage­ quality training is occuring. ment career at Krystal.

K.A.P., originally implemented at Krystal in 1985, A number of Krystal Restaurants have been very is being reintroduced through the various management successful at implementing K.A.P., and realizing levels to assure that the intent and spirit of the program increased teamwork, sales growth, and customer is fully understood and adhered to. satisfaction. Further K.A.P. articles will look at some of these successes. There are several objectives of K.A.P. besides providing a structure for quality training: For now, take a look at your K.A.P. Training at your restaurant. Can it be better than it is? Can you help • Providing restaurant employees the opportunity make it work? We have enough K.A.P. successes to to advance in responsibility. know: It can work for you. KRYSTAL VISION CLASSES CONTINUE

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mMk District N-IV Vision I Class, November 17 thru 21, Training Class #3 in District N-IV: Left to right 1986. Left to right are: Richard Posey, Htv-03; Bill standing are: Cedric Gardner, ARM at Pearl #1; Whitman, Bir-11; Gloria Clements, Tus-02; Brent Way land Webb, RM at Jackson #6; Ken Ellis, ARM Whaley, Bir-West Area Manager; Robin Lazenby, at Jackson #6; Vicki Ford, former District Field Mnt-01; Kathy Ferr ell, Sca-01; Robert Conner, Trainer; James Robinson, ARM at Jackson #3; Bir-02; Vicki Ford, former District Field Trainer; Dewayne Hayes, ARM at Jackson #4; Danny James Glasgow, Fay-01; Kenneth James, Htv-03; and Cammings, ARM at Jackson #2. Sitting: Jeanette Mark Goode, Bir-10. Not Pictured is R.E. Roberts, Hughes, RM at Jackson #2; Patsie Thompson, ARM District Manager, also a member of the class. at Pearl #1; Janice Graham, RM at Jackson #5; Tammie McCain, ARM at Hattiesburg #2. Congratulations to all of these fine Managers for completion of the Krystal Vision Class. KRYSTAL PRIDE SHOPPER UPDATE The Krystal Pride Shopper Program in 1986 has to work together to improve our shopper scores and proven to be one of the most significant tools developed in doing so to improve the eating experience of all our to evaluate restaurant performance in this Krystal customers. company. For the first time at Krystal All crew members continue to win we have a method of looking at our Krystal Kash when their restaurant restaurant operations through the eyes scores 90% or higher. All manage­ of the customer and to quantify the ment personnel that have a bonus pro­ quality of the experience. gram must achieve an average of 85 % This means that for the first time we or higher in order to qualify for a can provide field management and potential bonus. restaurant employees with valuable in­ While this program is not the only formation they can use to improve the tool that we must use to evaluate per­ performance of their restaurants and formance, in order to optimize our op­ quality of the customer's eating portunities we must recognize it as a OUAIITYSERVra&CLEANIJNESS experience. &VALUE SINCE 1932 vital part of the overall restaurant In 1986, the Program will have con­ evaluation. It should also be made ducted over 3,100 restaurant visits and evaluations. clear that this program is not intended to be the end That is an average of 13.1 visits per restaurant. result of our operations efforts, but a tool that we use The average score for the Company has moved from to reach our most important goal of improving the a low of 69% in April to a high of 77% in September. customer experience at Krystal. The most recent average score (November) is 76.7%. 1986 has seen us come a long way as a company in In 1987 we plan to increase the frequency of shops many areas including Shopper Scores. We must now to six shops per restaurant per quarter, or a little over prepare ourselves for the new challenges that 1987 will 6,000 visits total for the year. bring as we continue to work toward our goal of 85 % There are many incentives for employees at all levels scores on the Krystal Pride Shopper Reports. EXCELLENCE PIN WINNERS

The following employees have received Excellence Pins for their exceptional work and attitude.

Pam Langley Pascagoula ttl Shelly Upshow Montgomery ttl Laynette Barnett Fayetteville #1 Anthony Honea Fayetteville ttl Pat Turner Montgomery #5 Laurie Harris Birmingham #11 Sharon Dodson Tulscaloosa ttl Nellie Keith Huntsviiie tt5 Letaunia Moon Birmingham #10 Terrie Hardy Birmingham tt8 Linda Martin Tuscaloosa #2 Debra Alford Tuscaloosa #2 Annie Lewis Tuscaloosa tt2 Yolanda Lewis Tuscaloosa tt2 Ynetle Jones Tuscaloosa ttl Carrie Harris Tuscaloosa ttl JoNell Smith Chattanooga tt8 Darlene Witheroll Chattanooga tt8 Paul Henry Athens, Tn. ttl Patricia Smith Cleveland ttl Chrissy Gates Cleveland ttl Tena Wilson Cleveland ttl Sheila Swafford Cleveland ttl Angela Pike Cleveland ttl Becky King Cleveland ttl Denise Holt Cleveland ttl Tammy Williamson Cleveland ttl Vaughnine Bowers Cleveland ttl Angela Clevenger Cleveland ttl Laura Turner Cleveland ttl Debbie Haggard Chattanooga tt7 Marlene Laine Chattanooga tt7 Debra Kalish Chattanoog #7 Donna Condra Chattanooga tt7 Joyce Lane Chattanooga tt7 Chicnetta Redwine Birmingham tt8 Carnethia Kinchen Macon tt3 KRYSTAL PEOPLE

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I ;• " Dot Wolfe, Restaurant Manager at Huntsviiie ttl receives her 15 Donald Coleman of Daytona ttl (right) receives his 10 year ser­ year service pin from Huntsviiie South Area Manager A. C. Adams. vice pin from Area Manager Ardie Killion.

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Joyce Rankin of Daytona ttl receives her 10 year service pin from John LaFrance, Restaurant Manager at Birmingham #5 con- Area Manager Ardie Killion. gratulates Beverly Glenn on her completion of 5 years with Krystal A

District Manager Barry Sutherland (left) congratulates Terry Fry, Cheryl Berry (left) Restaurant Manager of Cordele receives her Area Manager of Macon North for his 15 years of service. 10 year service pin from Area Manager Linda Sawyers.

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• M Eugene Page (center), Restaurant Manager at Jackson #3 receives District Manager Barry Sutherland presents Carnethia Kinchen a bonus check from District Manager Buddy Kilgore (left) and of Macon #3 with her Excellence Pin. Area Manager Darrell Eleam (right). DISTRICT DATELINE Happy Birthday in December to: 2 - Doug Morris; ** • * NORTH VI 3 - Brian Silverstein; 18 - Jim Slife; 21 - Lisa Barbato. The January Vision Class includes: Happy Birthday in January to: Barbara Olson, who Vickey Lowery, MNT ttl; Bonnie Williams, HTV #3; celebrates her birthday on January 29th. Frankie Holladay, HTV #3; Jeff Bradley, GAD ttl; The following managers are celebrating anniversaries David Adams, BIR #6; Lynn Pennington, TUS #2; Joe with Krystal in the months of December and January: Lavender, TUS ttl; James Clark, HTV #4; Pete Rice, December: 2 - Bill Leonard, 1 year; 10 - Wendy HTV #3; Jean Gottlieb, BIR #2; Reginald Calvert, BIR tt8; Regina Underwood, MNT ttl; Tommie Patterson, Walker, 1 year; 11 - John Dupuy, 6 years. TUS - Area January: 15 - Lisa Barbato, 1 year.

Congratulations on some management changes in N- We would like to welcome the following VI: Rhonda LaFrance was promoted to Restaurant Management Trainees to the district and also to the Manager of BIR #4; Jean Gottlieb moved to BIR #2 company: from BIR #4. Bill Luther, BCF-1 Charles Ruble, ORL-2 Birmingham 2 reached that $ 1,000,000 mark in Bobby Wilkerson, TMP-2 December. Congratulations to Restaurant Manager, Jean Gottlieb, and to John Castele, now in Nashville Congratulations to John Kenney of Day-2 and John who was at BIR #2 as RM earlier in the year. Other Allen of Tmp-1 for successfully completing Krystal's members of the management team of BIR ttl are: Management Training. We know that these managers Thomas Deakle, Diana Stephenson, Wanda Collins, will be a real asset to their restaurants and we wish them Bob Conner. lots of success!!! Associates who have been at BIR #2 and have Congrats to Lashawn Albany and Toddy Earlywine suggested, served hot food, thanked and asked to return on successfully completing Training. Lashawn has been are: Gloria Carter, Sherry Lewis, Carol Holbrooks, assigned as Restaurant Manager of Tampa 1 and Toddy Medhi Davarzani, Vanessa Smith, Willie Green, Kathie has been assigned as Restaurant Manager of Daytona Betts, James McGinnis, Janice Hollings. 1. We know that these ladies are really fired up over Vicki Ford, our Field Trainer, was promoted from their new assignment and we wish both of them the best us. We miss her already. of luck!!! The Krystal Kritter visited Children's Hospital with WELCOME BACK. We would like to extend a football players of the All America Bowl. The Kritters warm welcome back to Harden Pipes, Maintenance were: Vernida Barrow, Ralph Hubbard, and Julia Supervisor. Harden has been out ill and we sure are Bradford, all from BIR #10. glad to have him back. The following restaurants in District S-V have set Reginald Calvert, RM of BIR #8, had his tonsils new record sales for their restaurants. Way to go guys! removed. Feel good, Reginald. Lake City Dinner, Week, Month, Year Santa was good to all of us in District N-VI and we Orlando 2 Lunch, Day, Week, Month, Year are looking forward to 1987. Orlando 4 , Lunch, Dinner, Week, • * NORTH VII • * Month, Year Orlando 5 Lunch, Dinner, Day, Week, Record sales made in District N-VII: Month Memphis #3: Breakfast, Lunch, Day Orlando 6 Week Millington, Tn. (Kwik) Day Daytona 1 Month, Year *• SOUTH V ** Daytona 2 Lunch, Month, Year Daytona 3 Year ' '1986 has been a fantastic year for District S-V. As a District, we have seen a 1514% increase over last Ocala 2 Year year! This shows dedication on the part of all Tampa 1 Month management and employees in the district. My sincere Tampa 2 Month thanks and congratulations on a very successful year.'' Lakeland Week, Month, Year Bob Lewis, District Manager Just call these folks "The Record Busters!" 7 American Heart Association Having a Healthy Holiday

To many Americans, the holiday season the trimmings. Learn to make a low-fat means family feasts and celebrating with gravy, and reject that extra helping of good friends. But overindulgence at dressing. Vegetables are practically fat- Thanksgiving, Hanukkah and Christmas free and low in calories, so don't be bash­ often leads to a New Year's resolution to ful about asking for seconds. But the lose weight. calorie-conscious should know that butter This year, resolve to maintain a healthy and cream sauces add unnecessary fat lifestyle and still eryoy the festivities. It's and cholesterol. Flavor with garlic, , easier than it sounds. lemon juice, herbs or spices instead. The meal ends with good news: There's no reason to skip dessert. Simply use a few tricks to make cookies, cakes and pies that taste great but have less fat and cholesterol. For example, substitute evaporated skim milk for evaporated milk, use three egg whites instead of two whole eggs, and choose low-fat toppings over whipped cream. And don't forget that a simple bowl of mixed fruit is a natural way to satisfy the sweet tooth. Even if major holiday meals are under For example, the traditional centerpiece control, there is great temptation to nib­ of most holiday tables is a plump, roasted ble at office parties, neighborhood gath­ turkey — an excellent low-calorie, low- erings and family reunions. A smart fat main course. There are only 163 cal­ snacker avoids baked goods and highly ories in a three-ounce serving of white salted nuts and chips in favor of raw meat without the skin. But use good vegetables or fruit treats. Party-goers judgement when buying the bird. Some who just can't resist should get involved self-basting turkeys are injected with oil in a stimulating conversation as far from that is high in saturated fat and sodium. the food as possible. Choose a plain frozen turkey instead, or The party shouldn't be an excuse to check the labels for a self-basting brand overdo it — especially when it comes to that uses unsaturated vegetable oils. alcoholic beverages. Limit consumption Turkey isn't the only admissable entree. to a moderate amount, and be sure there's For those who prefer something a little a non-drinker available to do the driving. different, Cornish hens might be the Finally, there are many things families answer. An exotic low-fat alternative is and friends can do together besides eat game. Wild duck and pheasant are accept­ and . Schedule an outing that ably lean, as are partridge, quail and involves exercise, such as a brisk walk, a other small birds. Venison is very lean, bicycle ride, ice skating or sledding. And and rabbit, with a flavor somewhat like there are plenty of indoor activities such chicken, has only a fraction of chicken's as bowling, racquetball, basketball, and fat. But avoid commercially-raised game volleyball. In many areas, indoor tennis animals which have a higher fat content courts and swimming pools are available. than their cousins from forest and field. The American Heart Association hopes The American Heart Association Cook­ this holiday season is a safe and healthy book has several tasty game recipes. one for all. Don't offset the heart-healthiness of the main course by going overboard on