Buy Used
$0.01
+ $3.99 shipping
Used: Very Good | Details
Condition: Used: Very Good
Comment: This is a very good copy with slight wear; The dust jacket is included if the book originally was published with one and could have very slight tears and rubbing;
Access codes and supplements are not guaranteed with used items.
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See all 2 images

The Denny's Story: How a Company in Crisis Resurrected Its Good Name and Reputation Hardcover – January 21, 2000

ISBN-13: 978-0471369578 ISBN-10: 0471369578 Edition: 1st

Used
Price: $0.01
15 New from $7.90 35 Used from $0.01 3 Collectible from $6.00
Amazon Price New from Used from
Kindle
"Please retry"
Hardcover
"Please retry"
$7.90 $0.01
Free Two-Day Shipping for College Students with Amazon Student Free%20Two-Day%20Shipping%20for%20College%20Students%20with%20Amazon%20Student


Hero Quick Promo
Save up to 90% on Textbooks
Rent textbooks, buy textbooks, or get up to 80% back when you sell us your books. Shop Now

Editorial Reviews

Amazon.com Review

Before 1991, most people thought of Denny's as a place to get lots of food--especially breakfast food--for little money. But that year, the restaurant chain became the symbol of continuing racism in America as tale after tale emerged of abominable treatment of black customers. The most famous involved six black Secret Service agents, who were left sitting without food in a Maryland Denny's while their white colleagues--and everyone else in the restaurant--were promptly served.

In truth, the problems with Denny's went far deeper than its contemptuous treatment of minority customers. It was a company that had recently gone through a hostile takeover and was reeling from its crushing debt. Into that morass stepped Jim Adamson, who at the time was heading Burger King. He also had experience turning around a struggling drugstore chain. Equally crucial was his experience as a military kid--he lived around the world and learned to appreciate and get along with people of different cultures. As a basketball player in Washington, D.C., and Hawaii, he'd often been the only white kid on the playground. So, although no white person can really know what it's like to be black in America, he at least knew what it felt like to be different.

All those experiences--business and personal--came into play as he took over at Denny's in 1995. Today the restaurant chain is not only profitable, for two years running it has been named by Fortune magazine as one of the 10 best companies for minorities to work for. Almost a fifth of its supplies are provided by minority contractors, and more than a third of its franchised restaurants are owned by people of color. The Denny's Story is a fascinating read, both for its recounting of financial tactics and the bigger lessons it holds for racially sensitive business practices. --Lou Schuler

Review

"This is a true-life account that reads like a modern, corporate Cinderella story. Told in a candid and compelling manner by one of America's leading corporate turn-around experts, Jim Adamson, it's the inside scoop on one of America's most notorious episodes. Many of us will enjoy this book, but it provides a most important lesson to consider for Wall Street insiders and Fortune execs."(Ric Bela, Former President and CEO of the Hispanic Association on Corporate Responsibility)
NO_CONTENT_IN_FEATURE

Best Books of the Month
Best Books of the Month
Want to know our Editors' picks for the best books of the month? Browse Best Books of the Month, featuring our favorite new books in more than a dozen categories.

Product Details

  • Hardcover: 224 pages
  • Publisher: Wiley; 1 edition (January 21, 2000)
  • Language: English
  • ISBN-10: 0471369578
  • ISBN-13: 978-0471369578
  • Product Dimensions: 6.4 x 0.8 x 9.3 inches
  • Shipping Weight: 1 pounds
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (4 customer reviews)
  • Amazon Best Sellers Rank: #2,128,119 in Books (See Top 100 in Books)

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

4.5 out of 5 stars
5 star
50%
4 star
50%
3 star
0%
2 star
0%
1 star
0%
See all 4 customer reviews
Share your thoughts with other customers

Most Helpful Customer Reviews

1 of 1 people found the following review helpful By Azlan Adnan on July 31, 2000
Format: Hardcover
In the early 1990s, the Denny's Restaurant chain was faced with charges of racial discrimination that severely damaged its image. African-American customers were denied service or asked to prepay before eating. When, in 1994, Denny's settled two class-action lawsuits for US$54 million, a permanent shadow had been cast in its doorway.
Then, CEO Jim Adamson came on board. He kept the doors open and, in time, opened the minds of employees to a new way of doing business. He made inclusiveness and diversity central to the company culture. Now, every employee-from waiters to managers-receives specific training that emphasises respect for differences among people. What it took to turn the company around was hours and hours of hard work; thoughtful, innovative, and proactive programs; the willingness to lead and take risks; and most of all, an absolute commitment to do the right thing. Eventually, Fortune magazine ranked Denny's among the top ten companies for minorities in America.
The Denny's Story is the real-life account of how the company pulled itself out of a public relations nightmare and earned back the trust of its customers. Adamson explains the beliefs and strategies necessary for changing the heart of an organisation in serious distress that can be applied to any business. He provides an honest blueprint for dealing with crisis, arming the reader with the tools needed to alter management thinking, build a strong sense of unity, and keep employees happy in the process. Enlightening and instructive, The Denny's Story is a remarkable example of how teamwork, fairness, and keeping the customer satisfied will protect the good name of your company during any crisis you may face in the future.
Read more ›
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
3 of 4 people found the following review helpful By Azlan Adnan on July 31, 2000
Format: Hardcover
In the early 1990s, the Denny's Restaurant chain was faced with charges of racial discrimination that severely damaged its image. African-American customers were denied service or asked to prepay before eating. When, in 1994, Denny's settled two class-action lawsuits for US$54 million, a permanent shadow had been cast in its doorway.
Then, CEO Jim Adamson came on board. He kept the doors open and, in time, opened the minds of employees to a new way of doing business. He made inclusiveness and diversity central to the company culture. Now, every employee-from waiters to managers-receives specific training that emphasises respect for differences among people. What it took to turn the company around was hours and hours of hard work; thoughtful, innovative, and proactive programs; the willingness to lead and take risks; and most of all, an absolute commitment to do the right thing. Eventually, Fortune magazine ranked Denny's among the top ten companies for minorities in America.
The Denny's Story is the real-life account of how the company pulled itself out of a public relations nightmare and earned back the trust of its customers. Adamson explains the beliefs and strategies necessary for changing the heart of an organisation in serious distress that can be applied to any business. He provides an honest blueprint for dealing with crisis, arming the reader with the tools needed to alter management thinking, build a strong sense of unity, and keep employees happy in the process. Enlightening and instructive, The Denny's Story is a remarkable example of how teamwork, fairness, and keeping the customer satisfied will protect the good name of your company during any crisis you may face in the future.
Read more ›
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
1 of 2 people found the following review helpful By Ronald B. Fetty, Jr. on August 15, 2006
Format: Hardcover
This is a great book if your into companies restructuring, or rebuilding.

I always feel the Denny's chain was sort of put through its paces unjustfully. I worked for Denny's off, & on through the eighties, and ninties. I feel that the book does well with the issues that face a dining icon.

Having said this I also feel that it could well be now if your white its harder at Denny's. The Racial issue was a bad omen for the DFO folks.

At one time I was made ineligible for rehire, (may still be) at the corporate stores. Because I stood up for myself this made Denny's make me a blacklisted employee. Have worked for several franchises since. I was treated much better at the franchises than I ever was in the company locations.

The rebuilding of its image has come with a price. Many unknowing people who tout bad things for Denny's should realize that it was one of the first chains to let all walks of life come in and become an employee at different levels. It was also one of the first to let African Americans become more in the front of the house, ie host(ess), waiter(ess).

The book deals with its color diversity quite well --- it does however miss the boat on its other diversities. Meaning contributions to the brand by the GLBT community.

Denny's has closed many locations in my area not because of the issues mentioned in the book. Many are grossly mismanaged, and have had trouble with some franchisees going under.

This is a good book for a read on some of the behind-the-scenes goings on at The Grand Slam Palace. Like most books its good also to read between the lines.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again