Our Culture: Innovate Happy

Building a company that says “yes” to creative solutions

“Strive for excellence” is one of our core values. That doesn’t just mean doing our routine tasks as well as we can, it means always thinking about — and finding — new and better ways to do our work and serve our customers. As we continue to move forward, building a culture of innovation has become increasingly important. 

Nearly two months ago, we introduced a new initiative that we call Innovate Happy Culture. Designed to increase company-wide innovation efforts, Innovate Happy Culture encourages employees to contribute new ideas and to say “yes” to creative solutions. 

Inspired by a Stanford University course on design thinking, we introduced a road map to innovation that gives employees a clear picture of the innovation process, and motivates us to step out of our comfort zones, which can be particularly difficult in the automotive business.

“We want employees to see a path that leads them to executing their ideas,” explained Scott Jones, store manager. “We want them to understand that they will be helped along the way, which gives people more confidence to voice their ideas.” 

Innovate Happy Culture is quickly proving to be a success — employees have contributed over 90 new ideas in the past 60 days. One has already been implemented at our Carrboro shop, where we have gone paperless. 

Previously, the store was using six to seven pieces of paper per customer visit. During a brainstorming session, employees realized each piece was unnecessary. We could do this paperless. While switching all aspects of the business from paper to paperless was a bit of a learning curve, the store very quickly sorted things out and is now enjoying the benefits.

“It’s made us better as a store. We’ve become much more detail oriented,” said Troy Hamburg, Carrboro store employee. “Customers love it. Plus, it’s very environmentally friendly with much less waste in paper, ink, and toner.” 

The reason customers love the paperless initiative is that it has increased communication between the store and the customer. Employees are now able to text or email pictures of repair or maintenance issues they may want to consider, and easily follow up after visits. 

The paperless initiative is being praised around the company and plans are being made for its implementation across all stores. After all, one of our other core values is that we win as a team, and that is also a focal point of Innovate Happy Culture. “It’s a journey that we take together. We work together towards success and build our team,” said Scott Jones. 

Moving forward, Innovate Happy Culture will serve to solve existing problems while promoting the creation of new ideas. All stores are participating in the initiative at a grassroots level and are committed to learning, growing, and valuing every employee’s contributions. We look forward to seeing you experience the benefits of those contributions in your future visits.

Our Community: Chris Blue

Aerial photo showing green trees and buildings

For Chapel Hill’s Police Chief, a strong community is built on strong relationships

As a Chapel Hill local for more than 40 years, Chris Blue has seen a lot of change in our growing city. Even so, he recognizes that “In many ways this is still a small town. It’s the kind of place where you want to set down roots and grow your family.” As a  23-year veteran of our police department,  Chris has extended his sense of family to include all of Chapel Hill.

Chapel Hill Police Chief Chris Blue
Chapel Hill Police Chief Chris Blue

It is that sense of family that leads him to see every day on the job as an opportunity to make meaningful change – and to see strong relationships as the foundation for meaningful change. “You have to be deliberate and intentional about building a culture that stresses the importance of relationships,” he says, “Because it’s relationships that get you through the hard times. To do that well as a public agency requires an organizational commitment.”

A commitment to high standards

As a police chief, Chris carries a deep reverence for the importance of high standards in his profession. “There was a time when police officers were among the most trusted, respected professionals in this country”, he says. While he recognizes that every situation is different and no human organization is perfect, he wants the efforts of the Chapel Hill Police Department to lead the way in building and maintaining the trust and respect of the people they serve.

When asked what his officers can do to improve their lives and the lives of their community members, he says, “Despite what the movies might depict, police work is really about relationships and human interaction. You’ve gotta love people to do this kind of work. Every encounter is an opportunity to clear up some of the uncertainties surrounding police officers right now.”

Aspirations For A Brighter Tomorrow

As he looks toward the future, Chris advocates for his department – and police departments everywhere – to “Lend their vocal support to services that can solve community problems”, such as homelessness and mental illness. He also wants to see the Chapel Hill Police Department “Make a real commitment to carefully and thoughtfully serving traditionally underserved parts of our community.”

Amidst today’s challenges, we find hope and inspiration in having such a forward-thinking member of our community as Police Chief Chris Blue. No matter how much it has grown, the tight-knit sense of belonging that you’ll find in Chapel Hill comes from the love that long-term residents like Chris have for this community – and their dedication to building strong, mutually supportive relationships with everyone they encounter. 

Our People: Peter Rozzell

photo of a set of wrenches beside a bumper sticker with a yellow smiley face that reads "Drive Happy" and a blue ball cap with a yellow smiley face

Always glad to see you, always ready to listen, and all about treating each other like family

If you take your car to our Cole Park shop, you have probably met Peter. As the manager of that location, he has been welcoming customers there since 2014. Initially, Peter was drawn to Chapel Hill Tire because he was searching for a better work/life balance; however, Peter has remained with the company for all these years because of so much more.

Peter Rozzell, manager at Chapel Hill Tire's Cole Park shop
Peter Rozzell, manager at Chapel Hill Tire’s Cole Park shop

“I wanted to be treated like I was part of a family. I wanted to be respected, treated well, listened to. I found that at Chapel Hill Tire,” said Peter.

He not only found that for himself, but he is a leading proponent of one of our core values, treat each other like family. His strong relationships with coworkers and customers are attributed to his genuine and approachable personality. 

On a day to day basis, Peter enjoys the opportunity that his job provides for him to coach and interact with people. He strives to be a welcoming person that people can come to when they feel overwhelmed, and he succeeds. He takes the time to understand what his customers and coworkers are telling him, offers advice when he can, and reassurance when it’s needed.

“Peter is someone you can actually have a genuine conversation with, and he will never judge you,” said Rozzell’s coworker, Jess Cervantes. “I consider him my mentor, and he’s the first person I turn to. If we get stuck on a problem, he always has a solution. He’s incredibly smart and amazing to work with.” 

Besides excelling professionally at Chapel Hill Tire, Peter also brings a vibrant and happy persona to the store. Described as very kind and outgoing, he greets customers with a bright smile and always keeps his coworkers entertained. 

“He’s a goofy guy. He makes all of us laugh, and he’s really fun to be around, not to mention he’s a great basketball player,” said his coworker Jess Cervantes. 

Continuously lifting up those around him and celebrating the small victories, Peter noted one of our other core values, “We win as a team. I’m grateful for my coworkers, and I’m grateful to be here.” 

At Chapel Hill Tire, we are lucky to have great employees like Peter Rozzell who understand that the work we do on cars is really about people – the people we work with and the customers who rely on those cars. It’s the idea behind our Work Happy / Drive Happy Culture: happy employees create happy customers, and happy customers create a strong business where we all can thrive and grow. Thank you Peter, for helping us create a place where we treat each other like family.

What’s Up With That? Why And When To Change Your Brake Fluid

Believe it or not, fried chicken can teach you a lot about brake fluid

When you step on your brake pedal, you are applying about 300 pounds of force to your wheels. Doesn’t feel like it, does it? That’s because your car’s hydraulic braking system amplifies your 70 or so pounds of foot pressure to the 300 pounds of power required to safely stop your car. 

Here’s how it works: you press down on the brake pedal which is connected to a lever.  The lever pushes a piston into the master cylinder, which is filled with brake fluid. As the piston pushes the brake fluid from the master cylinder through hoses that are already full of brake fluid, the pressure increases, driving your brake pads against the brake disks with enough force to bring your vehicle to a stop. And that’s why you don’t need to be a bodybuilder to get through rush hour traffic.

How Your Brake Fluid Breaks Down

When the pressure on your brake fluid increases, it takes on some of that energy as heat. That’s why brake fluid has a boiling point of up to 500 degrees Fahrenheit, though it usually heats to only around 350 degrees — the same temperature oil is heated to for frying chicken.

North Carolina’s fried chicken aficionados know that the quality and freshness of the frying oil makes all the difference between a crisp, juicy drumstick or thigh and a soggy, smelly mess on your plate. If you’ve ever wondered about the mouth watering aromas coming from Mama Dip’s Kitchen, Dame’s Chicken & Waffles, or Beasley’s Chicken + Honey, we can guarantee it has a lot to do with their attention to regularly changing their fryer oil.

Funny enough, the reasons a restaurant changes its fryer oil are the same reasons that you should care about the freshness of your brake fluid. In the same way that small bits of breading and frequent reheating will degrade the quality of fryer oil, the metal particles and moisture that accumulate in brake fluid lines – as well as heat degradation – will lead to a soggy, spongy feeling when you step on your brakes.

Signs of the Times: How Often Should You Change Your Brake Fluid?

That soggy, spongy feeling is the first sign that your brake fluid just isn’t as fresh as it needs to be. If you notice your brake pedal traveling farther and farther every time you need to come to a stop, or that you need to press the pedal harder to slow down, it’s a sure sign that your brake fluid has been weakened by metal bits, moisture, and heat.

Thankfully, you won’t need to change your brake fluid nearly as often as a good restaurant changes its fryer oil. Depending on the type of car you drive and how much stop-and-go traffic you regularly find yourself in, you may be able to go up to three years between brake fluid changes. 

Keep Your Brake Fluid (and Your Fried Chicken) Fresh

Of course, the best way to know when your brake fluid needs to be changed is to have it checked. Any time you bring your car in for regular maintenance is a good time to give it a look, and we will do that as part of the digital vehicle inspection we conduct every time you visit.

The bottom line? Don’t let your brakes – or your fried chicken – get soggy and spongy. If your car is more than three years old and you think your brake pedal is feeling a little mushy, please give us a call. We’ll be happy to give you a free brake fluid checkup.

Our People: Bucky Ragan

a wrench set and a hat beside a sticker with a smiley face and the words drive happy

Joy Is Always An Option

Meet Bucky Ragan, for over 30 years, he has worked to brighten each customer’s day 

At Chapel Hill Tire, we’ve become convinced that happy employees create happy customers. Over the past 30 or so years, Bucky Ragan has done a lot of that convincing. He has greeted each day with a great attitude, and put forth his best effort to leave people feeling happier than when he found them. 

Service advisor Bucky Ragan

A service advisor at our University Mall location, Bucky followed in his father’s footsteps when he began working with us back in 1989. His dad was part of our University Mall team when we moved to this location in 1972.

“It’s just all around a good experience working right beside my father,” said Bucky. “He’s taught me a lot.”.

Plotting his own course, Bucky has become a customer favorite by creating joyful interactions with the people we serve. “Not everyone is excited to take their car to the shop. They’re already worried about spending money, so I try to put a smile on their face,” he said.

“People love him. He knows everybody,” said Sean McNally, who works closely with Ragan as the University Mall store manager. “One of the main reasons is that, more often than not, he’ll go above and beyond”.

A few years ago, a hurricane rolled through North Carolina, and many people feared it would leave gas shortages in its wake. Knowing that an ederly customer was concerned that they wouldn’t be able to get around, “Bucky came in at 6am and filled her car up with gas and brought it back to her,” said McNally. “He does nice things for a lot of people, but that was over the top.”          

“He’s an honest guy,” coworker John Ogburn said. He’ll review bills over and over, and if he has any question about a charge, he’ll come down on the side of the customer.”   

Without a doubt, Ragan does his best day in and day out to lift the spirits of those around him. All the while, he feels grateful to have spent the past three decades with Chapel Hill Tire. He said, “They’re all great people here. They do what they say they’re going to do and take really good care of you. I love the line of work I’m in.”

Bucky Ragan goes far beyond just fixing cars and selling tires. He spreads positivity every chance he gets, knowing that a simple smile goes a long way. As we mentioned, here at Chapel Hill Tire we’ve become convinced that happy employees create happy customers, and Bucky Ragan has surely done a lot of that convincing. 

Coming Together In Challenging Times

face mask and wrenches on a surface

To work through the COVID-19 crisis, we focus on what matters most

“Treat each other like family. That’s one of our five core values, and it’s the one that mattered most when the COVID-19 crisis hit,” said Atlantic Ave. store manager, Chris Davis. “Our company really came together; we had each other’s backs, and that was passed on to the team and the customers,” 

While many across the globe stayed home in the early weeks of the pandemic, Chapel Hill Tire, as an essential business, came to work every day. “We really took treating each other like family to heart,” said general service technician Steve Meyer. “How could we help each other?  What’s good for customers?  Employees?  Managers?  Staying focused on those questions really helped us through this.”

Although COVID-19 continued to separate many from friends and family, the team at Chapel Hill Tire grew stronger and more united. Technician Brian Fretz said, “We all strive for excellence. That’s what the company has instilled in us.”  

“Strive for excellence” is another one of our company values, and another one that we kept at top of mind as we made employee safety a top priority. “I never felt worried about coming to work, ever,” said Fretz. “Everyone made us feel comfortable and safe.”  

Steve Meyer echoed Fretz’s statement, “The company did everything they possibly could to take care of us. No expense was spared for us or the customers to be safe.” 

“I was very grateful to still have my job and still have income. I felt safe and reassured and felt like the company took preventive steps to have us prepared,” said Chris Davis.

Chapel Hill Tire protected employees and customers alike by implementing the use of steering wheel and seat covers, wiping down all points of contact in vehicles, and having employees wear masks while working. Additionally, we started a free pickup and delivery program so that customers could receive no-contact service. “We’re more alert now and taking steps to be safer and doing our part. I believe the company has changed in a positive way because of COVID,” said Davis. 

“We were definitely concerned for our customers,” said Steve Meyer. We wouldn’t want someone to get sick on our watch because we weren’t following proper protocol. We followed CDC guidelines and continued to be compliant with NC guidelines to do our part for our community.” 

With the world slowly starting to open back up, Chapel Hill Tire continues to be guided by its values, and is more united than ever before. As Steve Meyer said, “Take a hard situation, put people into it, have a common goal, and people will become closer. I’ve never been more proud of the whole team than when I saw us stick together from Chapel Hill to Raleigh. Living our values, we did our best to root each other on, and to remember that we don’t just take care of cars, we take care of people.”  

What’s Up With That? The Cool Science Of Air Conditioning

air conditioning vent

A look at what goes on behind the vents

Old North State summers get so daggum hot that you could slow-cook a chuck roast on your dashboard. When the outside air temperature is in the 80 to 100 degree range, the inside temperature of a car parked in direct sunlight can shoot up to about 150 – more than enough to braise a slab of beef. So if you feel like you’re roasting when you’re riding in a car without air conditioning, well, you are.

If you’re into that sort of thing, the cult classic cookbook, “Manifold Destiny” will tell you pretty much everything you’ll want to know about the automobile as a culinary device. For those of us who would rather not use our car as an oven, though, its air conditioning (A/C) system was designed solely to keep us comfortable as we’re cruising down those sun-strewn summer highways. 

And it works so well, it’s easy to take it for granted. Until it doesn’t work so well. Let’s hope that’s not after your car has been sitting in the middle of a North Carolina parking lot on a summer afternoon. 

Actually, you don’t have to hope, because your A/C gives you some clues that it needs a little attention well before it breathes its last cool breath. Even better news is that, if you’re the cautious type, you don’t even have to wait for those clues. When the weather starts turning warm, a little maintenance checkup can sometimes save you from sweating over a hot commute and the cost of a big repair. 

Let’s take a quick look at that little comfort machine, so you can recognize the signs that may be about to give out. 

A/C: The Basics

There are six main components of your A/C system: a compressor, a condenser, a thermal expansion valve, an evaporator, an accumulator, and a chemical refrigerant. Each component has to work properly for you to get the relief you want. If one piece underperforms or fails, your body’s cooling system takes over. In other words, you’re sweating like crazy.

Here’s how it works: 

The compressor compresses the refrigerant from a gas into a liquid and sends it down the refrigerant line to the condenser. 

Inside the condenser, the refrigerant flows through a small grid. Air passes across this grid, removing heat from the refrigerant, which then passes over to the expansion valve.

At the expansion valve the pressure in the line is reduced, and the refrigerant turns back into a gas. This gas goes into the accumulator. 

The accumulator removes moisture from the refrigerant, and sends its drier, cooler product to the evaporator. 

Air from outside blows across the evaporator core, giving its heat to the refrigerant, and becoming cool in exchange. Since cooler air holds less moisture, it also becomes less humid (that’s why you see puddles of water under recently parked cars on hot summer days; just a few minutes ago, that water was making the air sticky). 

Finally, that delightfully cool, dry air passes through your cabin air filter and reaches you as a fresh, cool breeze (or a nice cold blast, if you’re in the mood).

Noticing There’s an A/C Problem

There are two main clues that will let you know your A/C system has a problem: smell and noise. If it exudes a damp or musty stench, that’s your first clue. Typically, this smell means that microorganisms like mold, mildew, or fungi have taken up residence in your system. Why did they start to grow there? They like moist surfaces. So, the smell is a sign that your A/C is not cooling the air enough to reduce its humidity to the desired level. 

Maybe the air smells fine, but you hear a noise coming out of your vents. That’s clue number two. A buzzing sound is usually the result of too much refrigerant passing into the compressor, which could leak and cause damage to your car.

Maintenance Beats Repair

Bad smells and buzzing usually mean trouble, but you don’t have to wait for trouble. To keep everything cool, just ask us to give your A/C a quick check-up when the weather starts to turn warm. You’ll not only avoid unpleasant smells, irritating noises, and unwelcome roasting, you can avoid the larger repair – or replacement – that can follow those signs of trouble. Or, if you’re into that sort of thing, you could just pick up a copy of “Manifold Destiny,” and explore your talents as a “chef de cruise-ine.”

More Relentless Than Kudzu

lush green kudzu leaves

Decades of community service have shown Steve Price that nothing dampens the Chapel Hill spirit

Once it started pouring, Steve Price was sure all the volunteers he had gathered to clean up overgrown kudzu around Chapel Hill would just call it a day. But it seems, even after decades of service, Chapel Hill still had some surprises for him. 

“They refused to leave until they had gotten this area cleared,” Price said. “Even when it was rainy and miserable, they wanted to get this done.” 

It says a lot about the Chapel Hill community – but it also says a lot about Price.

Steve Price has lived here since 1983, working at UNC-TV, serving as youth minister of his church, sitting on the Town Parks and Recreation Committee for seven years and now continuing to serve in various advisory roles. But he never just lived here.

A UNC-Chapel Hill graduate with a degree in Radio, TV, and Motion Pictures, Price worked at UNC-TV for 30 years documenting the community. His work telling local stories would translate into his passion for bettering the town he had grown to love.

“You want to make the community a better place for yourself and everyone around you,” Price said.

Price’s most recent project, the kudzu clean-up, was one he had taken on from the Community Tree Committee and coordinated with UNC-Chapel Hill as well as the local Adopt-A-Trail program. Price had his first surprise of the day when, after having to reschedule once because of rain, the project saw a huge turn-out from people from all parts of town.

“It was this crazy cross-section of the community,” Price said. He noted seeing people from all walks of life, including students and older folks. What struck him, he said, was how unified everyone was, even when the rain started picking up.

“It was one of the most amazing service projects I’ve ever done,” Price said. “It was fun and people were really enjoying what they were doing.” 

And they kept working, even when they could barely stand up. As he saw his team slipping and sliding as the ground turned to mud, Price had to be the one to call it a day because no one wanted to stop. 

For Price, the collective tenacity he saw that day illustrates why he loves Chapel Hill.

“When one person takes the initiative, it’s amazing how people will rally around that cause,” Price said. “It’s what makes the Chapel Hill community so unique and wonderful.”

And, while he might be humble about it when asked, Price has often been that one person who others rally around as he stands up for a better town, and a better world. 

Many of Price’s projects, like the kudzu clean-up and his quarterly road clean-ups on highway 86, focus on improving Chapel Hill, but he also takes time to care for the people of his hometown. This year, he coordinated the delivery of Thanksgiving meals at the Inter-Faith Council pantry in his church, where he also regularly leads the volunteers who clean up the food pantry’s kitchen. Plus, he plans weekly activities for the youth, and just this last October he spent hours creating a haunted trail that went above and beyond anyone’s expectations.

“I see it as just giving back to this community that gave me so much,” Price said.

He’s also looking for socially-distant ways to keep bringing together those large groups that come out for his projects. At the kudzu clean-up, everyone was spread out in small teams, and they clearly weren’t letting anything stop them. In the future, Price mentioned getting families to volunteer together so they could work as a socially-distant team. 

Either way, Price is not just excited to get back to giving back – he never stopped for a second. Price knows that it only takes one person, one voice and everyone will gather together to support this unique and wonderful place he is proud to call home. 

And we think we’re speaking for everyone when we say that we’re proud to have Steve as a neighbor.

Chapel Hill Tire Offers Two New Services

Pickup and Delivery Car Service Raleigh

Pickup & Delivery and Curbside Services now available at all 8 locations

Chapel Hill, NC  (Thursday, May 8, 2020) –  In response to the need to minimize interpersonal interaction, Chapel Hill Tire began offering two new services in March. Curbside service allows customers to drop their cars off without having to come into the lobby. Free Pickup & Delivery provides a no-contact solution for those who must or would prefer to stay in their homes or offices.  Both services employ a text-to-pay feature to further minimize face-to-face transactions.

“While these services were born of extreme necessity,” said Marc Pons, president and co-owner of Chapel Hill Tire with his brother, Britt, “Free Pickup & Delivery has been so popular that we may continue to offer it when the need has passed.”

Both services are designed to be easy to use and to work with our existing convenience features of online appointment scheduling and progress reporting by text. To take advantage of these special services, please follow these steps:

Pickup & Delivery

  1. Visit the Chapel Hill Tire online appointment scheduler [https://www.chapelhilltire.com/make-an-appointment/]
  2. Under “Select Appointment Type,” choose “Pick-up and Delivery”
  3. Complete the form to make your appointment – be sure to list your cell phone number in your Contact Information, so you can receive updates by text
  4. Please wait for a confirmation email confirming the company’s ability to service you on the date and time requested
  5. Your confirmation email will let you know when the Chapel Hill Tire driver will arrive at your location; please have keys in your vehicle at that time; the driver will pick up your car and bring it to Chapel Hill Tire for service
  6. You will receive updates on the status of your service by text
  7. When your service is complete, you will receive a text-to-pay notification, so you can pay by phone
  8. The Chapel Hill Tire driver will return your vehicle to your location; your keys and a printed copy of your final invoice will be inside

Curbside Service

  1. Visit the Chapel Hill Tire online appointment scheduler [https://www.chapelhilltire.com/make-an-appointment/]
  2. Under “Select Appointment Type,” choose “Curbside Service”
  3. Complete the form to make your appointment – be sure to list your cell phone number in your Contact Information, so you can receive updates by text
  4. Once your appointment is booked, Chapel Hill Tire will send a text to let you know that your information has been loaded in their system
  5. Reply to the confirmation text when you arrive for your appointment
  6. A service advisor will come to your car to check you in
  7. You will receive updates on the status of your service by text
  8. When your service is complete, you will receive a text-to-pay notification to your cell phone, so you can pay by phone
  9. A printed copy of your final invoice and your keys will be in your car when you pick it up

About Chapel Hill Tire

First opened in 1953, Chapel Hill Tire provides comprehensive car care services for all makes and models, with a specialty in hybrid vehicles. Its tire inventory includes all major brands, and it offers the lowest price on new tires through its Price Beat Guarantee. The company operates eight stores in the Triangle area, and offers free pickup and delivery as well as curbside service at all eight locations. They welcome new customers via online appointment scheduling at chapelhilltire.com or by phone at (919) 932-7650.

Our Values – The Power Of A People-First Approach

The Power Of A People-First Approach

At Shake Shack, happy employees are the key to creating happy customers

There are a lot of differences between Shake Shack and Chapel Hill Tire. Shake Shack sells burgers and shakes. We service cars.

Shake Shack was founded in 2004. We’ve been around since 1953.

The last five years have been good for Chapel Hill Tire; we have opened three new stores and expanded into Raleigh. Shake Shack has done a bit better, growing sales from $217 million in 2014 to $672 million in 2019.

Shake Shack

There is one thing we have in common, though. Shake Shack takes an employees-first approach to running its company. So do we. 

Shake Shack CEO Randy Garutti credits much of his company’s growth to employees that go above and beyond.  “Fifty-one percent employees,” he calls them. These are warm, friendly, motivated, caring, self-aware and intellectually curious team members. The 51 percent is the measure of the emotional skills needed to thrive at the job; the 49 percent describes the technical skills required.

Fifty-one percent employees are committed to championship performance, remarkable and enriching hospitality, embodying our culture, and actively growing themselves and the brand,” Garutti said in an interview for QSR magazine. 

You can’t fake your way to attracting 51 percenters. According to Garutti, you get them by paying higher wages, providing greater benefits, and treating them better, overall. As Shake Shack founder Danny Meyer notes, many companies that excel at customer experience often top “best places to work” lists. 

“We couldn’t agree more,” says Chapel Hill Tire president and co-owner Marc Pons. “You can’t have a great customer experience without a happy employee delivering it.” 

Looking forward, Shake Shack leadership is projecting that the company will top $891 million in sales by the end of 2021. And we think their solid people-first approach is their greatest strength as they work toward this milestone. 

“We’re in a people-led business,” Meyer said in an interview with QSR magazine. “It’s what we do better than anyone and it’s how we’re going to continue to invest so that we have restaurants that are standing with great leaders decades from now. But it’s never going to be easy.” 

“True,” said Pons. “It’s not easy. Getting the right set of values is just the start. You have to build your culture around those values. We have five core values at Chapel Hill Tire: Strive for excellence, treat each other like family, say yes to our customers and each other, be grateful and helpful, and win as a team. Each week we focus on one value, and the team discusses how we can live it out in all that we do.”

“For example, one of our people recently had an unusual opportunity to live out our value of saying yes to customers,” said Pons. “A customer who had just had an operation called the shop and asked if we could pick up her prescription. Thinking of this value, and knowing that she had nowhere else to turn, the employee agreed to pick up the prescription.”

“We also think our values are a great tool for training. This business requires flexibility. To be responsive, we empower employees to make decisions,” Pons said, “And as long as you can use our five core values to answer how you made a decision, you’re good.”