ANNE: We have all kinds of people in our franchise organization. And I think what works for us is we're looking for people who want to follow the system. So what we're looking for is an A-student or someone what, in the lifetime of their education, they did exactly what the teacher asked them to do.

HATTIE: What do the great managers do? What do the great franchisees do?

ANNE: Oh, my goodness. It's very simple. It's just be nice to your customer. I mean, there's a lot of stuff within that, but just be nice to your customer. How many times do you go back to a place where you buy food, you want to treat yourself? It's a nice restaurant. Maybe you're in the mall, you want to buy a pretzel or a piece of pizza. And the service is-- (Anne makes a facial expression that communicates a bad attitude.)

HATTIE: Right, right, 'I don't care if you're here or not.'

ANNE: Are you going to go back there?

HATTIE: No, you're right.

ANNE: I'm telling you, being kind to people is one of the greatest motivators to success. It's that simple. And so I know that sounds, you know--but within that--

HATTIE: It sounds corny. It sounds impossible and it sounds hard, because as a leader then, I have to teach people how to be nice.

ANNE: Right. That is hard. But I think again, that's where leadership and training come in. If you want results, you have to, first of all, walk the talk and then you have to train people.

Unidentified Woman #6: Hi.

ANNE: How y'all doing?

Unidentified Woman #6: Good.

ANNE: What you're looking for, though, is for somebody who can actually teach these people to do this. And that's all in the attitude. So I will put up with a lot of nonsense and maybe even some inability if I know that person really wants to learn.

ANNE: (In a store complimenting an employee who is pulling pretzels out of the oven) Oh, yeah, golden brown. Yes.

Unidentified Man #4: Tray out.

ANNE: You must have a heart for what do your people want. I mean, listen to your people in your stores.

Unidentified Woman #7: How are you doing?

ANNE: I'm good.

ANNE: Be nice to them. Come in with a cheerful 'Good morning.'

Unidentified Woman #8: Hi. How are you?

ANNE: Don't be their boss. You know, be somebody that interacts with them and connects with them and communicates with them and let them know what you're up to and incentivize them or do whatever you need because people are looking for a nice place to work. Gone are the days of 'I'm the boss and you're my employee.' It doesn't work anymore because employees demand more.