“Colonel Sanders would go out and visit the tables with the customers,” Tinsley said. “He was checking to see how they felt about the product, seeing where they were coming from, where they’re going, and also see what was left on the plate—what was being thrown away—to understand whether it was too much of a serving or whether that particular product just wasn’t good.”
It wasn’t just about the conversations Sanders had with customers; it was about his unwavering attention to detail. He observed what people left uneaten, what brought smiles to their faces, and even the smallest signs of satisfaction—or dissatisfaction. That commitment to understanding his customers helped shape KFC into one of the world’s most dominant franchises.
“He was very, very proud of what he was doing,” Tinsley said about Sanders. “He cooked in a white suit so the flour wouldn’t show. After he cooked and moved the food out, he would put his jacket on and go out there. He’d spend time in the lobby with the customers.”
Tinsley internalized Sanders’ philosophy and carried it into his own business ventures, building a remarkable career as an entrepreneur. “As I’ve grown my business, that was one of the most important things,” Tinsley said. “You have to have that contact with the customer base.”
Tinsley’s insights from the podcast reveal three timeless lessons every leader can apply:
"Don is one of the best storytellers I’ve ever met. I’ve known him for a long time and every time we talk I walk away wiser and more inspired. He is the best in the business at teaching you a skill – storytelling – that will last you a lifetime.”
“The ability for athletes to get hired is carried on through you because you are putting out the message that lessons learned from sports are important in life. It is embedded in this podcast, what you’re doing is significant.”
We speak the same language. I am inspired by the stories you tell, the people you have met, and the things you’ve done. Those of us that are competitors like to follow others that have been down that journey, so it is always fun talking to you!”
“Many of the leaders I have worked with were excellent athletes, and I think there is a direct correlation. You’re one of the few people that really has pursued this study, Don. Keep up the great work. What you are doing really makes a difference.”
“Don, you have mastered the skill of interviewing and asking great questions. That is a great skill all leaders need in order to understand their team members’ thought processes.”
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