How did you get started and what made you decide on being a McDonald’s owner-operator?
I am originally from Dallas. When I started at McDonald’s, my brother, Harry Smith, was a owner/operator. This was his first store in 1991. I came in 1993 because my brother said he needed my help. I had never worked at a McDonald’s in my life. At sixteen I tried to to get a job at McDonald’s and they would not hire me because they felt I would stay for very long. I’ve worked everything from the lobby to being the birthday girl, a cashier, and grill: if there is a store position, I’ve done it at some time or another. Every time he opened a store I would train new employees on our way of doing things. He ended up with 10 stores. In 2001, he sold the stores in Houston and bought stores in Indiana. My brother called me again in 2004 to come and train the workers in Indiana. A store in Houston was looking for a buyer in 2007. My name came up and I eventually bought it. It gave me a chance to come back to Houston and get out of Indiana’s cold weather. I knew the neighborhood and people remembered me. Some former workers came back to work for me, which was good. That’s how I became a McDonald’s owner.
How many stores do you have?
I currently have three stores.
What inspires you to show up for work every day?
The thing that I’ve always enjoyed about McDonald’s is that there is always something new each day. There is always a new customer to greet. Employees keep it lively. It is never boring because I want to engage them. With the younger generation, it’s important that I have an interest in who they are, what their day is like, and what they like to do.
What skill set helped you prepare for owning a McDonald’s?
I started in banking. So knowing how to do a profit and loss statement was a good skill. Retail requires one to know how to balance and be sufficient with numbers. Also, knowing everything costs, the act of doing ‘business’ requires costs. Retail also requires you to actually like people — and I do.
What advice would you give those who are interested in being a McDonald’s owner-operator?
You must keep your credit clean. McDonald’s will help you, but your credit you have to correct on your own. And, that’s only fair. It is, after all, ‘your’ business. Not everyone can do this job. You have to be committed to long hours.
How do you measure success?
Being financially comfortable. Are my kids okay? Am I giving them enough time? Can I travel to places I want to visit? My emotional self? How is my stress level? A balanced life is important to me.
What skills and abilities do you look for when hiring a new person?
We can train for skills. What I primarily look for initially is ‘the first impression.’ How is the candidate dressed for the interview? If it’s not appropriate I take them aside and give them guidance. Give me your best and respect this establishment and your potential employment as if your livelihood depends on it. Really, a candidate should be able to leave my interview and go to another interview.
Who are your role models?
My brother is my biggest role model.
What books do you recommend?
As an engaged parent, I think it is important that I read all the books my kids bring in for homework. I really love all literary genres: murder mysteries, love stories, and T.D. Jakes. And, business books, of course! The Steve Jobs book was an excellent read. Apple Computer and McDonald’s have both led in global innovation. I saw a lot of parallels.
