‘What Colonel Sanders Taught Me About Customer Care’

After playing for the Kentucky Colonels in the ABA, George Tinsley Sr. learned one of his greatest lessons from another Kentucky Colonel: the legendary Harlan Sanders, founder of KFC.

“Colonel Sanders would go out and visit the tables with the customers,” Tinsley said. “He was checking to see how they felt about the product, seeing where they were coming from, where they’re going.”

It wasn’t just the conversation Sanders was after; he also observed what people left uneaten, what brought smiles to their faces, and even the smallest signs of satisfaction—or dissatisfaction. That commitment to understanding his customers helped shape KFC into one of the world’s most dominant franchises.

“He was very, very proud of what he was doing,” Tinsley said about Sanders. “He cooked in a white suit so the flour wouldn’t show. After he cooked and moved the food out, he would put his jacket on and go out there. He’d spend time in the lobby with the customers.”

Tinsley internalized Sanders’ philosophy and carried it into his own business ventures, building a remarkable career as an entrepreneur. “As I’ve grown my business, that was one of the most important things,” Tinsley said. “You have to have that contact with the customer base.”

Tinsley’s insights from the podcast reveal three timeless lessons every leader can apply:

• Every day is a report card. Tinsley believes that businesses should consistently review their performance on a daily basis. By regularly evaluating your processes, you can uncover opportunities for improvement that will keep you competitive.

• Turn competitors into opportunities. Tinsley recommends accepting competitors’ coupons to attract new customers. It’s not just about the sale; it’s about the relationship. Once you’ve got them in the door, you have the chance to earn their loyalty.

• Turn obstacles into opportunities. Every challenge can be reframed as a chance to innovate and grow. Tinsley credits this mindset with helping him navigate his own path to success.

Above all, Tinsley still holds tight to Sanders’ original advice: observe, adapt and deliver.

 “You constantly observe, and you constantly inspect what goes on inside your business,” Tinsley said. “Just by walking through your restaurants or looking at the end result of your product, you can see where there’s opportunity.”

For leaders, the lesson Tinsley learned from Colonel Sanders is clear: understanding your customers isn’t just a skill—it’s the foundation of greatness. Whether you’re on the court, in the boardroom or in the dining room, success belongs to those who stay curious, engaged and relentless in the pursuit of excellence.