Lisa Starnes did not plan to become a franchise operator. Her entry into the restaurant business began unexpectedly when her husband purchased ten struggling Captain D’s locations in the Dallas–Fort Worth area. Shortly after the acquisition, a heart attack forced him to step away from daily operations, leaving Starnes responsible for a business that was already facing serious financial losses.
The early months were difficult. The restaurants were underperforming, and within the first year the operation lost nearly $700,000. Advisors urged the family to declare bankruptcy or sell what remained of the business. Instead, Starnes chose to confront the challenges head on. Working from her kitchen table, she studied every aspect of the restaurants, from menu structure and pricing to staffing and operational procedures.
Slowly, the business began to stabilize. Starnes focused on strengthening management teams and creating a workplace culture that emphasized respect, accountability, and exceptional service. She introduced a philosophy she calls “unreasonable hospitality,” encouraging employees to go beyond routine service and create genuine connections with customers.
The approach transformed the company’s trajectory. Over time, the remaining restaurants became profitable and developed a loyal customer base. Many members of the leadership team have stayed with the organization for years, reflecting the strong culture that emerged during the company’s most difficult period.
Today, Starnes oversees a stable group of thriving Captain D’s restaurants and has shifted her focus toward mentoring the next generation of leaders within her organization. Looking back, she views the early setbacks as the foundation of her success. The experience reinforced her belief that resilience, strong leadership, and a commitment to people can turn even the most uncertain beginnings into lasting opportunity.