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In their own words: Admirers pay tribute to an industry icon

In their own words: Admirers pay tribute to an industry icon

Norm Brinker touched the lives of countless people in the restaurant industry. Below are just a few of the abbreviated tributes shared in recent days. To read more and view photos from Brinker’s life, visit  nrn.com .

B. Mark Paul, senior vice president for investments with UBS Financial Services Inc. and the Carrigan Paul Ferguson Group in Dallas:

“My greatest memory of Norman was when I was roughly 14 years old working with my mother and father in our first franchised/joint ventured Steak & Ale in Maitland, Fla.

“There was about to be a major meeting of managers in Dallas. At that time, there were only 13 units in the country. I was sure I wanted to go and basically told my father that I had spoken with Harold Deem, one of Norman’s original partners, and he said that I could come.

“For whatever reason, my father took my word for it and said, ‘You’re going.’ I had the greatest experience of my young career in those sessions that were scheduled, with Norman mainly leading the charge. That was, until my father and Harold confronted me regarding the scam I had run to get out there. I lived through that and would have done it all over again, if I could have!

“The next thing I know, Norman is in Orlando to visit our restaurant and comes into the unit with a perfectly sized double-breasted red suit coat with the Steak & Ale patch for me to wear while running the floor and said, ‘If you are going to do this job, you are going to need to look the part!’

“My parents took some time to bring me down to earth! I will never forget the thoughtfulness that this represented and the impact that had on me. My 17 years with Steak & Ale were certainly some of the best in my life.”

Joseph L. Jackson, vice president of OSI Restaurant Partners LLC of Tampa, Fla.:

“It was just another night at closing for me as general manager at my Steak & Ale in Houston, Texas.

“Habitually I stand at the front door to say goodnight to all my patrons and to make sure we assure guests who arrive moments before closing that we will serve them the same way as if they had dined with us hours earlier.

“This night, in 1979, a very distinguished man came in almost 10 minutes after closing while I was at the front door. He shook my hand, looked briefly around, and asked if he and a friend could still have dinner. Without hesitation I invited him in.

“This gentleman informed me that two other Steak & Ales closed before the stated time, and he wanted to use my phone in the office. Then he told me he was Norman Brinker. I asked for an ID, and as he got his wallet out, he stated, ‘You and I have never met before,’ and then he apologized for interrupting my restaurant duties. He proceeded to call the area manager about the early closings.

“As he departed, shaking hands, he told me that he would never forget me for being so gracious and being at the front door to check on our patrons in person. ‘That behavior is one I will always remember,’ Norman said as he left into the night.

“…I will always remember Norman Brinker because he made me feel that our work in the restaurant industry is honorable, important, and compassionate with purpose. And being a person of color, Norman’s handshake, then and especially today, continues to make me feel, even decades later–welcomed and accepted as family.”

Brinker’s leadership tips still resonate for former employee

Norman Brinker’s management tenets will continue to filter through the restaurant industry for years.

“He absolutely was an icon to the industry as well as an individual whose philosophies will live on forever,” said Cory Durden, director of development for Primrose School Franchising Co. in Acworth, Ga., who worked at Brinker International from 2005 to 2007.

“I still have on my desk the laminated note card that reads ‘How Norman Brinker Describes Leaders’ that I received when I worked for Brinker International,” Durden recalled. The note card was handed out to employees during a team-building meeting, he said.

“When certain days get turbulent, it’s always nice to glance at the bottom of my computer monitor where I have the philosophies card taped and read one or two,” Durden said the day after Brinker’s death. “It helps to put things into perspective.”— Ron Ruggless

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