This month marks Dunkin’ Restaurant General Manager (RGM) Kristy Klein’s six-month anniversary with us. She brought a wealth of operations and leadership experience with her, having co-owned multiple businesses with her husband over the years.
Kristy’s most recent work experience was training new franchise owners on how to own and run a mattress and furniture company, a role she’d been performing for 15 years. The Kleins have begun downsizing their business portfolio in pursuit of what Kristy says, a simpler life.
Like many at Shamrock Company, Kristy got her true career start at age 14 working for a quick-service restaurant. She says that she’s missed that fast-paced environment and interaction with customers.
“I thoroughly enjoy what I’m doing right now.”
– Kristy Klein, Dunkin’ RGM
So when we were hiring at our Lake Geneva, WI Dunkin’, it piqued Kristy’s interest! She read the McGues’ story and loved that Shamrock Company was a family business, now run by the second generation.
Kristy says transitioning from mattresses to morning caffeine fixes is a night and day difference. “It’s a really, really different vibe,” she explains. “It’s really busy during the mornings.” She adds that there’s never a dull moment!
First Impressions
Kristy met President and CEO Dan McGue (son of Shamrock’s founder) and COO Rob Russ her first week and instantly sensed the high level of care we have for our people and businesses (which also includes Taco Bells).
“It’s so true, they care about what they do,” she says.
With no prior Dunkin’ experience, Kristy learned during training that the Dunkin’ location she was going to lead was ripe with challenges. But she’s turned it around! Today, the Lake Geneva team is excelling in every way.
Besides her own leadership impact on their team, Kristy acknowledges that she’s received tremendous support from Shamrock leadership since her arrival.
“If you can be teachable and coachable, you can accomplish anything.”
– Kristy Klein, Dunkin’ RGM
“I had the amazing opportunity to go to Dunkin’ franchise training,” she shares. “It was the best thing that could have ever happened.”
Three weeks in person, one week virtual – it’s the first time we’ve sent two of Shamrock’s managers to participate. And it paid off! Kristy came back empowered to retrain her team and do more hiring.
“The progress and change has been astronomical,” she says with pride. She’s already certified five Shift Leaders and a manager for another one of our restaurants!
Among her other exciting “firsts” was attending our annual company rally (“which was awesome,” Kristy says) and Dunkin’s “Own the Moment” Conference in Chicago, IL.
“When you can be happy coming into work – that’s the best feeling.”
– Kristy Klein, Dunkin’ RGM
Status Check: All is On Track
“We’re getting so busy,” Kristy says of the Lake Geneva Dunkin’. “To see that they’re still smiling when they’re buried in orders, you can just feel the [good] energy.”
After all, fulfilled team members inspire happier moods all around. And engaged leaders like Kristy can change the culture of a restaurant in a positive way! We’re lucky that Kristy moved on from mattresses and found her way to Shamrock!