Lessons from the Family Table: How Communication, Competition, and Curiosity Shape Our Family Businesses

Communication: The Cornerstone of Our Success

If you ask me what has made the biggest difference over our years running businesses as a family, I’d say communication hands down. Not the once-a-year kind, but the ongoing commitment to honesty, even when it’s uncomfortable.

I’ll never forget the tough conversations about potentially closing some of our stores, like Waverly or Hans. Those were moments filled with anxiety, but being able to talk openly about things, before anyone was blindsided, made all the difference. Shirley put it best in our latest episode: by laying everything on the table ahead of time, we avoided big surprises.

Kim and I faced our own communication hurdles when we took over together. For years, we butted heads because we had radically different visions and didn’t talk enough. Then we started a ritual: every Friday, we’d share a meal or a phone call focused mostly on business, but with time set aside for personal connection. That regular touchpoint not only helped us align our goals, it transformed our working relationship. If you’re in business with family, don’t underestimate the power of consistent, honest check-ins.

Learning from the Competition

Something I’ve come to realize is that competitors aren’t just rivals, they can be invaluable teachers. Over the years, we’ve picked up innovative ideas simply by observing what other businesses were doing, sometimes outside our own industry.

Kim recounted a moment from 1996 when we visited a Dairy Queen in Iowa with a modified counter for table service. The idea was so simple and smart that we came home and cut our own counter within 24 hours. That quick pivot improved our customer experience and now table service is standard everywhere.

When a Hardee’s set up shop near our Dairy Queen, it forced us to rethink what we offered and how we served the community. Instead of resenting the competition, we used it as fuel to improve. Time and again, I’ve seen how being pushed by others can prod us into making changes we would have otherwise delayed, or ignored.

Sometimes the lesson is what not to do. Seeing businesses with dirty windows or unfriendly staff is all the reminder I need to keep our own standards high. It’s easy to get comfortable, but every negative example is a nudge to stay sharp.

Staying Curious: Small Changes, Big Impact

I’ve learned to look for ideas everywhere, not just inside our businesses. Whether I’m visiting a resort, a mini-golf course, or another go-kart track, I’m watching for small tweaks that could make a huge difference for us.

For example, I once realized we could double our gas go-kart capacity outdoors just by dropping a habit from our indoor electric fleet. That single adjustment was worth more than the cost of the trip, and it’s proof that sometimes, the “obvious” thing isn’t so obvious until you see it in action.

Shirley reminds us to keep looking and listening, always. The best new idea might come from an industry neighbor, a TV commercial, or even a customer suggestion. The key is to stay open and humble enough to learn, no matter where the lesson comes from.

My Advice for Family Businesses

So, what’s my biggest takeaway? It’s this: Communicate openly and often, keep an eye on what’s happening both inside and outside your industry, and be relentlessly curious about small improvements. That’s what’s sustained us through the hard conversations, tough markets, and everyday ups and downs.

Change doesn’t always have to be dramatic, sometimes one tweak, meeting, or idea pays off for years. I hope our stories help you spot opportunities (and dodge pitfalls) for your own business adventures. If you’ve got your own experiences or questions, drop me a line at [email protected] I’d love to hear how you’re mixing family and business in your world!

Make sure to listen to the full episode and check out our other content here!