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THE PRIDEV

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In This Issue

“A Players” page 2

Because of Me page 3

Raving Fans page 4

Anniversaries page 5

Featured Team Member

Interviews page 6

Becoming World Famouspage 9

FAQs from Senior

Leadership page 10

Jack’s Buzz page 10

The Love f Excellence

&&MANAGEMENTKK NN Leader of the Quarter

K&N Management recognizes Restaurant Managers for outstanding performance. Every quarter a manager from each concept is recognized as the Leader of the Quarter. They receive $500.00 in cash and an invitation to the

Annual Awards Banquet.

The areas of consideration for the award include Mitch measurement scores, Game Film scores, admin points, Life Balance class attendance, and Community

Impact participation. We will continue to add categories for the award as the program grows. As we continue to improve we want to recognize those managers who do an outstanding job every shift and make a positive impact on guests and team members. This award is also an excellent opportunity for General

Managers to set goals for individual managers as well team goals. Congratulations to the Leaders of the Quarter for the second quarter of 2011, Crystal Blick (Rudy’s South) and Braulio Ramirez (Mighty Fine #1). A special

applause goes to Crystal, who has achieved the award for two consecutive quarters.

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Cameron Wiles

620

Juan Montenegro

MF3

Bobbie Tullis

Round Rock

Felix Macario

South

Hunter Eighme

MF2

Chandler Purcell

MF1

Elias Camacho

North

JUNE “A PLAYERS”

A definition of a leader...By Seth Godin

Leaders lead.

Is that too simple?

Writers write. If you want to be a writer, write. And be sure to have people read what you write.

And leaders? Leaders lead.

If you want to be a leader, go lead.

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be

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EAri Lopez, Rudy’s 620

A guest came up to me immediately after he ordered and pointed at Ari Lopez and said, "That cutter right there gets my order exactly the way I want it every single time. He nails it every time and I get excited when I see that he is working when I come in." I thanked the guest for his feedback and told him that we'd give Ari recognition for his praise.

Morgan, Rudy’s SouthA guest asked if I was a manager, and told me that she just had to find me.  It was her first time here, and I needed to know Morgan was outstanding! Her friends had raved about Rudy's to her, but Morgan exceeded her expectations.  She could not believe it was only her second day out of training.  The guest left saying that she only came in for a few sides, spent over $70.00, and doesn't feel one bit bad about it!  I told Morgan she should sell cars, and rewarded her with a free meal on break.

Mauricio Vasquez, Mighty Fine #2A guest stopped to tell me that Mauricio is the best team member we have. She said that for the hour she was here he never stopped working, and that he did not let one crumb get left behind.  She said she wanted to make sure he got thanked, and that he received the recognition he deserved for keeping the place so clean.  I assured her he would.

Amanda Harden, Rudy’s South"I have never placed a take-out order, although Rudy's is my favorite place to eat baby back ribs. There is a special commendation I make to Amanda Harden. She was able this week to walk me through how to order, how much to order, etc. I'm always a little skittish when I'm doing something for the first time. Amanda Harden - THANK YOU!" The guest raved about Amanda's knowledge and service and courtesy while I carried her group meal to her car.

guests are DELIGHTED

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How can we create Raving Fans?Is having great food enough to create a raving fan? I don't think so. I have been to a lot of restaurants and have eaten a lot of great food, but I'm not a raving fan of those restaurants. 

When there are so many options to choose from, how do you create a raving fan and advocate for your brand? How do you single yourself out in the extra mile?

• Obviously you have to have great food.  You have to use quality ingredients.

• You have to create a great experience. Team members have to connect with guests and deliver friendly, authentic Texas hospitality.

• Most importantly, you have to be consistent. Guests expect the same level of hospitality, food quality, accuracy, cleanliness, and speed of service every time they come to Rudy’s or Mighty Fine. When team members follow the processes exactly, we meet all expectations, our guests are delighted, and voila, we create raving fans!

Too often companies execute well in a few areas (such as making a great product), and then settle for mediocrity in the little things like service and cleanliness, that’s when the guest remains a guest rather than a raving fan. 

Every transaction with our guests either adds or takes away from them becoming a raving fan and advocate.

When was the last time you had a raving fan experience at a restaurant?

Raving Fans Shout Out!SOUTHFirst time was amazing. Amanda was very helpful and friendly. Will definitely be back next time I'm in Austin. =).

NORTH

After guest left the line I saw Jade almost in tears, so I went up to ask her what was going on. She said that while she was taking care of the guest they had told her that her son, who was a regular guest, had been in the hospital for a few weeks now, he had a rare liver disease and all he wanted was Rudy's. The guest expressed to Jade that she was so sweet and nice and a pleasure to talk with and that Jade a had "Made her DAY.”

MIGHTY FINE #3

We meet the family here when we come down to the Austin area. ALWAYS. Yes it is loud but what a hamburger. To me, better than Five Guys and In and Out... Great shakes! The hand washing machine is the bomb. The men's room has a two way mirror where you can see out but they can't see in... WHY? Don't know, don't want to know.

MIGHTY FINE #2

First, we LOVE MF! So much so that my daughter has requested to have her 4th birthday party at MF (Sunset Valley). We'd like to have her party on August 20th at Sunset Valley location at 11 AM to beat the lunch crowd. We'd LOVE to be able to provide our guests with the same MF experience as we have enjoyed at least once a week for a year! I'd love to be able to use the MF bags at the "favor" bags, if possible. Can you help make Hannah's 4th birthday "Mighty Fine?!”

620Guest asked to speak with me to compliment the stellar job Cameron is doing at the car wash. He said "if your entire staff worked like him, you'd be the best business." He said Cameron notified him of some empty boxes that he had forgotten about and even took them to the dumpster for him.

“If you do build a great experience, customers tell each

other about that. Word of mouth is very powerful.”

Jeff Bezos, CEO Amazon.com

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★ Marlis Oliver -12 years★ Armando Besares - 12 years★ Julio Jasso - 7 years★ Dustin Rosales - 4 years★ Nicole O’Connor - 4 years★ Vanessa Rodriguez - 4 years★ Sarah Brugman - 3 years★ Selvin Mendez - 3 years★ Rafael Servin - 3 years★ Monica Hernandez - 3 years★ Jose Reyes-Galvez - 3 years★ Kristlynn Snyder - 2 years★ Cidnye Stott - 2 years★ Emily De La Cruz - 2 years

★ Juan Silguero - 2 years★ Alberto Angel - 2 years★ Mariano Barradas - 2 years★ Rodolfo Paniagua - 2 years★ Jordan Jackson - 1 year★ Michael Sanders - 1 year★ Gustavo Tepale - 1 year★ Sergio Jaimes - 1 year★ Jacob Lopez - 1 year★ Caitlin McCumber - 1 year★ Hannah Parks - 1 year★ Alyson Pulver - 1 year★ Grace Minshew - 1 year

J u l y A n n i v e r s a r i e s

From Mighty Fine #2Greetings from the Valley,Thanks to Robby and the team members for a very smooth transition; I really appreciate everyone’s efforts. I couldn’t help but also notice a few familiar faces from when the store first opened. I’m excited to welcome Steve Atkinson as he joins OC Espinoza and myself on the store’s management team. Congratulations are also in order for two of our own valued team members, Gabe Almaguer on transitioning to a shift lead position with Jacob Heirtzler and Paris King on becoming one of our coaches. It’s been a very exciting time for me, and I feel fortunate to be able to work with such a great group of team members and managers. Until next time…

Chad Krause

Kristen Holmes, Rudy’s Round Rock5 Years

Emir Perez-Castillo, Rudy’s North10 Years

Check out Mike Barragan’s (Manager, 620) fortune cookie message.

A fitting quote for K&N, don’t you think?

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North Featured TMLandon Lewis

South Featured TMPickles

RR Featured TMBob Saldivar

Position: Cashier, Taco Lead, GMs

Birthday: August 10th

Where were you born? DFW

Family: Mom, Grandma, Grandpa

How long with Rudy’s: Almost a year

What one word best describes you? “Scrumtrilescent”

What’s inside your refrigerator? Fresca, freshly picked blueberries and Skippy peanut butter.

What’s your bad habit? Sleeping through the alarm clock.

What is your favorite song? “Unlearn” by Verse

What’s on your favorite playlist? Carry On, Champion, Divide

What is your favorite thing to do? Sleep

Who is your favorite TV/Movie character? Why? Roger, from American Dad

If you could be any animal, what would you be? Why? A majestic circus elephant, so I could travel the world.

Best part about your job? Helping and delighting guests; being social.

Your #1 reason for working at Rudy’s? It's a great company with good values.

Words of advice for new team members? Don't eat too much chop!

(Transcribed by Drew Gamino due to opposable thumb capacity)

Position: Back 40 Hospitality Specialist

Birthday: Hatched December 12, 1997

Where were you born? In a pile of grass underneath a heat lamp.

Family: Flyin' solo

How long with Rudy’s: About a year....

What one word best describes you? “Colorful”

What’s inside your refrigerator? Lonestar in a can

What’s your bad habit? Eating poultry and squawking loudly at awkward times.

What is your favorite song? "I just died in your arms tonight", covered version by the Cutting Crew.

What’s on your favorite playlist? Classic Country

What is your favorite thing to do? Floss the Back 40 flaunting my feathers.

Who is your favorite TV/Movie character? Why? Jessica Rabbit! Need I say more?

If you could be any animal, what would you be? Why? One of those that walk upright, wearing aprons around here all the time. Those animals are crazy and always happy.

Best part about your job? Guest Delight! People flock to me (no pun intended)!

Your #1 reason for working at Rudy’s? Rudy's South and the Back 40. Where fins and feathers come together!

Words of advice for new team members? Make it fast, make it fun!

Position: AGM at THE ROCK!!!

Birthday: January 29th

Where were you born? Brownsville, TX

Family: Lesleigh, my wife and my son, “Dylan,” the Boxer and “Chloe” the Bull Mastiff.

How long with Rudy’s: 12 years and going strong!!

What one word best describes you? “Friendly”

What’s inside your refrigerator? Gatorade, boudin, and leftover pizza.

What’s your bad habit? I say what I think.

What is your favorite song? “Best of Both Worlds” by Van Halen.

What’s on your favorite playlist? Texas Country all the way.

What is your favorite thing to do? Go to the lake and hang with the family...Minnesota here I come!!

Who is your favorite TV/Movie character? Why? Right now it’s the Green Lantern...did you see that cool ring?

If you could be any animal, what would you be? Why? An eagle...so I can soar over the world and be adventurous.

Best part about your job? The friends I have made.

Your #1 reason for working at Rudy’s? It’s a family affair. If you don’t know what I’m talking about you will eventually!!

Words of advice for new team members? Give it everything you have...it pays off in the long run!!

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620 Featured TMJordan Walsh

MF2 Featured TMChris Beale

MF3 Featured TMJuan (in a million) Silguero

Position: Cashier

Birthday: March 8th

Where were you born? Ft. Worth

Family: Mom, Dad, Big Bro, Little Bro, Big Sister and, umm, 2 dogs.

How long with Rudy’s: 2 months

What one word best describes you? “W”

What’s inside your refrigerator? Drinks; we don't really own food right now.

What’s your bad habit? procrastination

What is your favorite song? “My Texas” by Josh Abbott Band

What’s on your favorite playlist? Anything country

What is your favorite thing to do? Go to concerts and Rangers games...pretty much all I do.

Who is your favorite TV/Movie character? Why? The Flash...because he's pretty legit.

If you could be any animal, what would you be? Why? A tortuga: just because it has a cool name in Spanish.

Best part about your job? Playing around with the guests.

Your #1 reason for working at Rudy’s? Making GUESTS’ days :)

Words of advice for new team members? Just have fun and be yourself :)

Position: CashierBirthday: May 30thWhere were you born? Plainfield, NJFamily: Mom, Pops, SisHow long with MF: 1 month and 3 weeks What one word best describes you? “Ballin”What’s inside your refrigerator? Biscuits, soda, butter, onions, and roommate’s food.What’s your bad habit? Saying "huh" even when I just heard a friend talking. What is your favorite song? “Trouble on my mind” by Pusha T. What’s on your favorite playlist? Tribe called Quest, The Pharcyde, Al Green. What is your favorite thing to do? Play soccerWho is your favorite TV/Movie character? Why? Static Shock, because he shoots electricity and kicks back. If you could be any animal, what would you be? Why? Probably a flying squirrel so I can get the best of both worlds.Best part about your job? Talking to people.Your #1 reason for working at MF? Great company & money.Words of advice for new team members? Delight the guests, or die trying.

Position: All BOHBirthday: December 26thWhere were you born? Corpus ChristiFamily: The Parental Units, 1 older brother (20), and my wee lil’ sister (2 1/2)How long with MF: 2 great yearsWhat one word best describes you? hmmm..."Ridiculous"What’s inside your refrigerator? I don't own a refrigerator...yet. But if I did it would have some footlong subs, lots of water, and some of my momma's cooking.What’s your bad habit? Being ridiculousWhat is your favorite song? Anything ridiculousWhat’s on your favorite playlist? Taylor Swift, George Strait, Dubstep, Lil' Wayne, Drake, Chiodos. What is your favorite thing to do? I love to hop in my car and go on a cruise to anywhere and everywhere.Who is your favorite TV/Movie character? Why? That would have to be Gregory House from 'House.' He doesn't know when to quit being ridiculous!If you could be any animal, what would you be? Why? A cheetah. They're ridiculously fast!Best part about your job? The pay, the benefits, and seeing Steve-O's funny facial expressions. Your #1 reason for working at MF? A great place to work and meet new people. And Megan Valigura!Words of advice for new team members? Don't be afraid to be a little ridiculous at times. I'll be right there with you!

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MF1 Featured TMAdam Frazer (aka, Sick Mahoney)

K&N Featured TM Mary Evans

Position: Guest Delight Specialist/ NinjaBirthday: November 8thWhere were you born? H-Town!Family: Mom, Dad, girlfriend, and cat (Steve)How long with MF: 1 1/2 yearsWhat one word best describes you? “Clutch”What’s inside your refrigerator? Beer, BBQ, Burgers, Breakfast Tacos, and some Cristal.What’s your bad habit? “Forgetful”What is your favorite song? “My Hero” by The Foo FightersWhat’s on your favorite playlist? Jason Aldean, Luke Bryan, ZZ Top, and Slim ThugWhat is your favorite thing to do? Sports: Golf, Softball and Tennis.Who is your favorite TV/Movie character? Why? Part 1- Don Draper. Part 2 - He's slick with the ladies .If you could be any animal, what would you be? Why? I'm just fine with my Ninja status. No animals needed.Best part about your job? Meat Prep; makes me feel like I'm in my dojo swinging my katana around.Your #1 reason for working at MF? The pay and schedule flexibility for school. Also, a great environment to meet and greet other Ninja Masters.Words of advice for new team members? Just look at it! You're welcome.

Position: Accounting AssistantBirthday: September 22ndWhere were you born? Dallas, TXFamily: Father, Dean (Plano, TX); brother, Pete (Dallas, TX); sister, Helen and Mom, Ann (Austin, TX)How long with K&N: 2 years 11 months!!What one word best describes you? “Honest”What’s inside your refrigerator? Strawberries, blueberries, yogurt, and of course, sharp cheddar & beer.What’s your bad habit? Too many to name.What is your favorite song? No favorite. I like a variety and The Beatles.What’s on your favorite playlist? Don’t have one.What is your favorite thing to do? Swim at my neighbor’s house and read.Who is your favorite TV/Movie character? Why? Don’t really watch TV.If you could be any animal, what would you be? Why? Cat, however I refuse to hunt rodents!Best part about your job? FlexibilityYour #1 reason for working at K&N? PeopleWords of advice for new team members? Be dependable

Congratulations, Mighty Fine 2

and Rudy’s North for winning the

June PEA!

Congratulations to our recently promoted team members!

Crystal Blick - Training ManagerHenry Escobar - Coach Rudy’s South

Kevin Nixon - Coach Rudy’s South

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becoming world famous.....★Ken Schiller was a keynote speaker

at the Southwest Food Expo in Dallas.

★A video of twin babies laughing hysterically and fighting over their prized possession, their Rudy’s cup. was posted on YouTube: http://www.youtube.com/watch?v=0GuoWc8aJ-A

★Representatives from Florida Hospital Group enjoyed a Mighty Fine burger after attending a full-day learning session at K&N Management.

Making Days

We recently received the following feedback on Richard Castillo’s ability to delight guests and make days!

To: The Leadership Team at K&N Management

On behalf of my peers and the management team at Freescale Semiconductor, Ed Bluestein, Austin TX. I would like to express our gratitude and thanks for a JOB WELL DONE by Richard Castillo and his team. 

He provided outstanding support of five servings over three different days. He and his team were at the site well before the start of the event. We appreciated his ability to provide great support for not only our day shift event but also for our 9pm to 11pm servings.  

Richard and team not only managed the food lines extremely well, they were also bussing tables between servings. In addition, his team expeditiously packaged and wrapped leftovers for employees to enjoy later in the day. 

Lastly, I was impressed by the professional appearance of the entire team and the courtesy that each member offered to our site employees as they passed through the line.  All of our employees enjoyed the food, the service and the event.   Richard is a Superstar and I personally appreciated his work.

Best Regards,

Steven FeshATMC Training, DC, & Cost Section Mgr

Announcements★ Congratulations to Ingrid

Dominguez (RR) on the birth of her baby girl.

★ Leader of the Quarter 2011 results for Quarter #2:

Rudy’s1. Crystal Blick (South)2. Kathy Phebus (RR)3. Louie Garza (Roving)

Mighty Fine1. Braulio Ramirez (MF1)2. David Ancira (MF3)3. Kyle McEwen (MF1)

In addition to this great comments, we also received a

voice mail from a guest that had Rudy’s cater his daughter’s wedding 2

weeks ago.  He raved about Richard’s professionalism and

hard work.

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QUESTION:

What is Topgrading and how do you apply it?

ANSWER:Topgrading is the turnkey method we use to hire, train and coach our team members. The goal of Topgrading is to fill your organization with 90% “A Players;” those team members who are the top 10% of available talent and role model performers on your team. You might say that an “A Player” is an overachiever who loves excellence and dislikes mediocrity. Another key practice of Topgrading is redeploying. This means to evaluate your “B Players” and mediocre “C Players” and determine whether they could be an “A Player” in a different position within K&N or they could be an “A Player” at a different company. We believe in “hiring slow and redeploying fast.”

How do we apply Topgrading? At K&N we don’t let the convenience of mediocrity trump the inconvenience of change! It is not the obvious “C Players” who keep our company from excelling. No, we are smart enough to redeploy those low performers fast. It’s the mediocre people who keep us from taking our company to a higher level and outperforming our competition at an even higher degree than we already do. Too often companies tolerate

mediocre performance rather than addressing the root cause of the mediocrity.

At K&N, we recruit and interview religiously to build a database of top performing “A Players.” We also look to hire over –qualified people for entry-level positions with the hope of promoting them. Of course, it is important to exhaust coaching tools that might improve a mediocre player’s performance, but if these measures fail, it is immoral to our company, other team members and to the individual not to redeploy them.

One of our Strategic Objectives for 2011 is People Processes. This means that we are evaluating our recruiting and selection processes as well as our coaching tools and performance scorecard processes to further improve how we select, develop and retain our “A Players.”

It is good for all of us to keep a “we hire slow and redeploy fast” mindset. This approach will continue to drive improvement, people development, and allow us to take guest delight to new heights.

F ro m t h e To p O f t h e Fo o d C h a i n FAQ s f ro m S e n i o r L e a d e r s h i p

Jack’s BuzzA lotta light in a place without much light

The children in the slum school in Nairobi sit in the dark, but you’d never know it. They’re happy, awake, and attentive. Dang smart too. I’m still having a hard time understanding how these kids defy everything taught in educrate school. Experts at teaching children say that kids can’t sit for a long time, they can’t start school too early, they can’t learn to read or do math without proper lighting and full tummies. Oh, and they (the administrators) can’t operate without more money. Can’t, can’t, can’t.

All I saw was can. When we arrived at the school, we entered the building from a bright, day lit street into near darkness and deafening shouts from the children, “Welcome! Welcome! Welcome! Welcome!” The welcome continued for four or five minutes; it brought tears. Our group leader Jacob Critz came

in a few minutes late, and the cheer started again (Jacob works for world-class student housing company and trip organizing partner Aspen Heights–SHOUT!). Clearly, these children can shout!

They eat three meals a week, all provided by the school. That’s all they get. If they want more, they can fish it out of Mt. Garbage where (some) of the air toilets land (see last post). Their dads have died from AIDS, their moms are HIV+. They live in a slum, a bad one.

Yet, they could all read, and I mean read well. My second grade class read to me on a fourth-fifth grade level. One of the girls (Hailey, I think) was teaching in the darkest part of the room, and she said those children answered rather complex math problems quickly and easily. Little food, no light, immense joy, and still learning.

This picture shows the children dancing and singing for us. They are praising God for all He has given them. Their praise is a little deeper than most. Little food, no light, immense joy, and still learning.

Hmm, imagine what they could do with nutrition and lights.

-Jack

Ken Schiller

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On behalf of my family, I  would like to thank everyone from the  K&N family for all of  your prayers, kind words and  caring support.  Words can't describe how much all of your support has meant to  Matt and I  during  a difficult time  of our lives as we  grieved the loss of a grandmother and mother. God bless you all and thank you for being there for us. Dan Peabody (Rudy’s 620)Matt Peabody(Mighty Fine 3)

August Events in Austin★Austin Ice Cream Festival: August 14th at the Ronald McDonald

House.

★Ringling Bros. and Barnum & Bailey BARNUM 200: August 17th at the Frank Erwin Center.

★Austin Bat Fest: August 21st at the Congress Avenue Bridge.

★Grooveland Music and Arts Festival: August 19th & 20th. Grooveland is a two-day music, camping, and arts festival organized by a group of Austin music lovers with the hope of giving something back to our community. All proceeds from Grooveland will be distributed to Austin-based non-profit agencies, focused on furthering music, art, and health in the community. With this event, we hope to pull together the Austin roots music scene, musicians, and fans, in order to support each other and spread the love!

★Hot Sauce Festival: August 28th, downtown.

620 AnnouncementsNew 620 Team Members

Welcome aboard, Marissa Eitelbach and Gretchen Steingrubey. Also, Kaleigh Landry transferred from the South store and will be working for us as a BB-Q cashier at 620.

College Graduates

Congratulations are in order for Jon Rogers who just recently graduated from Concordia University with a degree in Marketing. Right now Jon’s plans are to continue to work at Rudy’s for a little while longer while he develops a plan to market himself in the workforce. You can stay as long as you like, Jon.

Going back to school in August

For many of our team members at 620 it’s time to get back into the school gig once again and back to college for the fall semester. Best of luck to all of you with taking your Rudy’s “A Player” approaches and applying them to the college classrooms. For two of our team members at 620 their tenure will end in August. Felicia Reyes will be returning to Sam Houston State for her junior year and Jenna Sayegh, will be heading off for Texas Tech to start her freshmen year with her guns drawn and in the downward position. Go, Jenna!

Leaving Rudy’sOn a sad note we will be saying good bye to Ashly Turner as she has decided to move to Allen, Texas where she will attend college full time. Ashly has worked with Rudy’s for 4 years. Best of luck, Ashly. You will definitely be missed but not forgotten at K&N Management and at 620.

All Team Members at 620Thank you all for being such an incredible staff to work with. I am looking forward to a great Fall in 2011.

Dan PeabodyGeneral Manager

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Average washes per day are 140!

Winston Churchill’s Top 6 Fundamentals for a Successful Life This is an excerpt from an article by HENRIK EDBERG.

Here are a few of my favorite fundamentals from Churchill on how to improve your life.1. Focus on what you are doing right now.

“It is a mistake to look too far ahead. Only one link in the chain of destiny can be handled at a time.”

• When you start to look too far into the future then any task or project can seem close to impossible. And so you shut down because you become overwhelmed and start surfing the internet aimlessly instead. That is one of the reasons why it is good to plan for the future but then to shift your focus back to today and the present moment. Then you just focus on taking the first step today.

2. Be concerned about action.“I never worry about action, but only about inaction.”

• Yes, taking action can lead to failure, rejection or making mistakes. There is always a risk for that. But if you stay in inaction then you are pretty much guaranteed that nothing will change or improve. Getting started with your biggest task or most difficult action may seem too much and land you in Procrastinationland. So instead, start with something that doesn’t seem so hard.

3. Be an optimist.“Attitude is a little thing that makes a big difference.”

• Four of my own most favorite tips (to become more optimistic) are:★ How you eat, sleep and workout is huge factor. A good lifestyle, how you live

your life on normal days determine how you feel, think and how much energy you will have.

★ Positive influences. Fill your mind and emotional system with positive input from people, music and programs/books. Limit your time with negative people.

★ Set the context for your day. What you do early in the day often sets the context for your day. We have a tendency to want to be consistent with what we have done before. You can use that your advantage in few ways.

★ Act as you want to feel. Act as if you are feeling positive. After a few minutes you will actually feel it for real. So smile. Use positive language. And so on.

4.Be persistent. Don’t give up.“Continuous effort – not strength or intelligence – is the key to unlocking our potential.”

• And that’s not to say that you should do the same thing over and over in exactly the same manner. It’s better to do and get an experience. Take the lessons you can learn from that real life experience. And then adjust how you do things as you try again.

5.Don’t lose the enthusiasm.“Success is going from failure to failure without losing enthusiasm.”

• It’s very easy to get down on yourself and your results when things don’t go as planned. What was once enthusiasm can quickly become apathy and pessimism. But how do you do keep up the enthusiasm after things have gone wrong and you just feel like giving up? Well, as I mentioned in the previous fundamental, it certainly helps to have something you really like doing and something you really want.

6.Remember, most troubles never happen.“When I look back on all these worries, I remember the story of the old man who said on his deathbed that he had had a lot of trouble in his life, most of which had never happened.”

• One final, quick thought. But a very important one. Most things you fear will happen never happen. And if they happen then they will most often not be as painful or bad as you expected. Worrying is most often just a waste of time.

• This makes it a lot easier to start doing more of what you really want in life. And to move through your day to day life with a lighter, happier and more optimistic attitude.

Making A Difference

From: Jack AllenDate: July 5, 2011Subject: Back from Africa

It takes 29 hours to travel from Nairobi to Austin. I'd go again, but not for at least a week.

     Thank you for your prayers and for paying the fare. You helped a lot of kids get another smile and few have a better perspective on life. My world is incredibly larger as well.

     AIDS is devastating Africa, leaving women weak and vulnerable, and leaving children alone in the streets. Few make it out, but we helped a few. Laughing with and teaching elementary-age children in a choking slum is just fun. Advising teenage girls in one of the finest high schools I've ever seen is rewarding (those girls go to school from 5:00am-9:30pm). I'll find some time to write more later (feel free to subscribe to jacksbuzz.com).

     The trip was worth the trouble. Please continue to pray for me. My feet are badly swollen and I picked up something that's giving me a lot of intestinal pain. Pray for the kids of Kenya as well. Oh, and let's start planning your trip. June is lovely.

100,000 blessings!Jack

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GAME FILM RESULTS

• • •

The following cashiers scored 80 or above on their game films. It takes incredible commitment to our mission and culture to demonstrate a performance at this level. Each team member received a gift card for their excellence in guest delight.

By identifying these small opportunities, your next film may go from an awesome 70 right into the 80’s!

TIPS FOR SUCCESS

NorthAlex  Chabrier (86)Jacob Lopez (80)

South Leah Haney (85)

MF2Paris King (88 & 86)

MF3 Caitlin McCumber (81)

Group Meals over 80RRErica Bowie (91)Jewel Jones (80)

Coach’s Box1. Remembering, "You've been to Rudy's

before. Haven't you?"

2. Being present with your guest.

3. Individualizing the transaction beyond “How's your day going?”

4. Prompting guests during an awkward silence.

Below are a few things that were done in June to guarantee guest delight:

★ Smile

★ A good, strong greeting (eye contact, smiling and being present during the greeting is important).

★ "My name is Jacob, I'll be your tour guide."

★ Using a good choice of words. Example: "You got it!"

★ Joking with guests. Examples: "You can order as much as you would like.” and “I don't judge, I just get it for you."

★ Good transitions throughout the script.

★ Recognizing good cuts: "On a roll today!"

★ Telling the guest where you are going or what you are doing when you leave the register. Example: “I'll be right back. I'm going to grab your cutters.”

★ A strong farewell. Examples: "I congratulate you. You are no longer a Rookie.” and "Thank you, very much."

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Sources: Substance Abuse & Mental Health Services Administration; Mayo Clinic; Johns Hopkins University

Walking FUNdamentals Walk your way to better health

Looking for a way to have more energy and maybeeven live longer? Then lace up your tennis shoes andtake a walk.

The payoffs of walkingWalking can make you feel better, physically andmentally, and the long-term health benefits are evenmore impressive.

Manage your weight. Combined with healthyeating, physical activity is key for long-lastingweight control.

Strengthen your heart and lungs. When yourheart and lungs work efficiently, you’ll havemore energy.

Reduce your heart attack risk. Walking keepsyour heart healthy by lowering cholesterol levels.

Control your blood pressure. Walking helpsreduce high blood pressure in many cases.

Decrease your risk for diabetes. Walking helpsaddress conditions that create the risk of diabetes.If you already have diabetes, a regular walkingprogram can help lower your blood sugar.

Boost your spirits. Going for a walk is a superway to reduce stress. Regular walking can alsohelp lower feelings of depression and anxiety.

Improve your sleep. Regular physical activity canhelp you fall asleep more quickly and deepen yoursleep. A good night’s sleep can improve yourconcentration, productivity and mood.

Enhance your mental functioning. Research showsthat regular physical activity improves blood flow to

the brain, which translates to a better ability to think.

www.bcbstx.comA Division of Health Care Service Corporation, a Mutual Legal Reserve Company,an Independent Licensee of the Blue Cross and Blue Shield Association

49714.0408TX

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Fuentes: Administración de Servicios de Salud Mental y Abuso de Sustancias; Clínica Mayo; Universidad Johns Hopkins

Walking FUNdamentals Camine hacia una vida más saludable

¿Busca una forma de tener más energía y tal vez inclusovivir más? Entonces átese los cordones y salga a caminar.

Los beneficios de caminar

Caminar puede hacer que se sienta mejor, física ymentalmente, y los beneficios para la salud a largoplazo son incluso más impresionantes.

Controle su peso. Combinada con una dietasaludable, la actividad física es clave para uncontrol del peso duradero.

Fortalezca el corazón y los pulmones.Cuando el corazón y los pulmones funcionaneficazmente se tiene más energía.

Reduzca el riesgo de sufrir un ataquecardíaco. Caminar mantiene el corazónsaludable, ya que baja los niveles de colesterol.

Controle su tensión arterial. En muchoscasos, caminar ayuda a reducir la hipertensión.

Reduzca el riesgo de sufrir diabetes. Caminarayuda a tratar los problemas de salud que puedencrear el riesgo de sufrir diabetes. Si ya tienediabetes, un programa regular de caminata puedeayudarlo a reducir el nivel de azúcar en sangre.

Levante el ánimo. Salir a caminar es una formaexcelente de reducir el estrés. Caminar en formaregular también puede ayudar a disminuir lossentimientos de depresión y ansiedad.

Mejore su sueño. La actividad física regularpuede ayudarlo a dormirse más rápidamente y a quesu sueño sea más profundo. Dormir bien durante lanoche puede mejorar la concentración, la

productividad y el humor.

Mejore su funcionamiento mental. Lasinvestigaciones demuestran que la actividad física

regular mejora el flujo sanguíneo al cerebro, lo cual setraduce en una mejor capacidad para pensar.

www.bcbstx.comUna división de Health Care Service Corporation, una compañía mutua de reserva legal,un concesionario independiente de Blue Cross and Blue Shield Association

49715.0408TX