Alex Eagle was general counsel for Austin, Texas-based fast-casual concept Freebirds World Burrito before becoming its chief executive officer in 2018. Albeit his hands-on restaurant experience was limited, he forged ahead with plans for the concept’s improvement, leaning on his attention to detail and ability to motivate others. Quoting Jim Sullivan, CEO and founder of leadership and development training site Sullivision.com, Eagle says, "Good leaders may not have all the right answers, but they have all the right questions." He adds, "And I had plenty of questions." Eagle had no question that Freebirds was an exciting concept with great quality and an energetic team, but he found many of the units were underperforming. "Previous leadership may have spent too much time on brand expansion and not enough on consistent operations," says Eagle. Thus, Eagle spent time with unit managers and staff to discover opportunities for improvement. He gained confidence to implement a three-step program. The first step was improving both operating consistency and kitchen efficiency. Step two was keeping staff members happy. Says Eagle, "Going above and beyond staff expectations in the areas of quality of work, compensation and quality of life became our mantra." Step three involved marketing product quality and promoting successful limited-time offerings. His efforts paid off. Freebirds World Burrito completed its past fiscal year with increased sales, improved margins, and 64 profitable Texas units. Since this recording in August 2024, Freebirds World Burrito was purchased by Texas-based Sun Holdings, Inc.