Paul Brown has developed a reputation for successfully turning around brands over the past six years, and he told us there's a deceptively simple technique key to his approach.
"As simple as it may sound, I try to make a habit of listening more and talking less," he said. "No matter what stage of growth a brand is in — whether it's in need of a transformation or sustaining its success — listening helps you identify initial pain points as well as opportunities."
The private equity firm Roark Capital recruited Brown from Hilton Worldwide to run the sandwich fast food chain Arby's in 2013. He had experience in hospitality, but wanted to learn the industry and brand from all perspectives. Instead of coming up with a list of mandates on day one, he went on a three-month listening tour across the country, meeting with what he said were 1,000 employees and store owners. His go-to question was, "What would you do differently if you ran this company?"
Within three years, Arby's was putting up its best numbers ever, and in 2018, Roark built Inspire Brands around him. Today, Brown oversees Arby's, Buffalo Wild Wings, Sonic, Jimmy John's, and Rusty Taco. When dealing with a challenge in each, he still starts with questions, not demands.