One thing that stands out at the brand is its methodical, but steady growth strategy. “Where a lot of people’s strategy is how much money do we have access to or where are we going to build, or where can we get a good deal on the property and then as an afterthought they think of who’s going to go run and lead these operations,” he says. As Barger expanded the menu from hamburgers only to hot dogs, chipped ham and chicken sandwiches, his restaurants also expanded throughout the entire Tri-Cities region.Today, Barger operates 18 Pal's Sudden Service restaurants in Northeast Tennessee and Southwest Virginia. Upon his father's death in 1971, Barger also took over the management of Skoby's Restaurant.Barger focused on a single region for his restaurants, and began his first drive-through restaurants in 1985. When operations start to get complicated people start to mess up, so Pal’s just avoids adding any unnecessary steps.One piece of technology Crosby refuses to incorporate into the system is online delivery.

It was a different concept from any other (restaurant). Breakfast is breakfast, and lunch and dinner are just that. The money Barger donated was enough to finance a modern, state-of-the-art video scoreboard. “We have a very, very, very limited menu so that we can focus on the quality output of everything,” Crosby says, “Because the way we view it, the more diverse that you make a menu, the harder it is to pay attention to all those lines of product going out and getting quality right.”The menu segments don’t cross dayparts. Unlike other quick-service chains that develop a footprint by analyzing different markets, Pal’s grows from within through leadership development. "I saw what they were doing, and they were doing a lot of business. The company’s mission is to delight guests, Crosby says, and by sticking to what Pal’s is good at allows it not to get bogged down by inefficiencies. “Technology wise if you look at us, we're a simple hamburger hot dog chain in the hills of Tennessee and Virginia and we don't utilize technology for order,” Crosby says. “Technology wise if you look at us, we're a simple hamburger hot dog chain in the hills of Tennessee and Virginia and we don't utilize technology for order,” Crosby says. The 29-unit chain has a rich history in the region since the first one opened in 1956.While the first two locations were walk-ups, founder Fred "Pal" Barger decided to switch to a drive-thru model when the brand started to expand in the early 1980s.

“We get in no hurry about the interview process in the selection, but once you get selected … We are very diligent in our development of people.”Crosby expects growth to ramp up over the next few years. It has also greatly reduced employee accident rates, consistently boosted health inspection scores, and raised customer satisfaction to a rate that well exceeds its closest competitor. Somebody asked me, ‘What if you spend all that money and they leave?' I'd rather have 20 that I'm proud of. When you pull into a Pal’s, you won’t be greeted by a digital menuboard or a speaker. “We get in no hurry about the interview process in the selection, but once you get selected … We are very diligent in our development of people.”Crosby expects growth to ramp up over the next few years. We don't franchise, and we don't open a restaurant until everything is just right. “We don't approach it by number,” Crosby says. “From all that, you think that we're not very technology savvy, but behind the scenes we’re probably I would put our technology head to head with anybody in the industry.”At Pal's, customers are face to face with employees when they order. "I didn't have plans to expand.

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