Pal's

Pal's Sudden Service, normally called Pal's for short, is a regional fast food restaurant chain located in northeast Tennessee and southwestern Virginia, with stores concentrated in the Tri-Cities, Tennessee metro region.[1][2] The first Pal's opened in 1956 in Kingsport, Tennessee a year after the founder of Pal's, Fred "Pal" Barger, attended a National Restaurant Convention in Chicago and met Ray Kroc and Fred Turner, observing the construction and equipment they used for the first McDonald's restaurant. Pal's CEO is Thom Crosby.[3] In 2020, the company had 29 locations.[4]

Pal's Sudden Service at night

In 2001, Pal's won the Malcolm Baldrige National Quality Award, becoming the first restaurant company to receive the award.[5]

Organizational culture

The organization is often studied by competition and used as a case study for Industrial/Organizational Psychologists.[6] This is per the company's unique organizational culture, with training that includes pop quizzes and over 200 hours of training for employees, which results in significantly low turnover for the industry.

Aesthetics

Pal's drive-throughs are recognized by their novelty architecture in the form of large replicas of food items placed on the roof. Added in 1985, these were designed by California artists Karen and Tony Barone.[7]

Company history
  • 1956 - First Pal’s opened Kingsport #01[8]
  • 1960 - Lynn Garden Drive Pal's .... this was 2nd Pal's....... still open in 2020
  • 1967 - Brook's Circle Pal's #03(a different building & location than Pal's #12) The earliest drive thru called Circle Burger.
  • 1985 - First box/tier design drive thrus open in Kingsport. Pal's #04 in Colonial Heights.
  • 1987 Pal’s invents the “Big Tea.”
  • 1990 - Pal's #05 opened in Johnson City
  • 1991 - Greeneville #06 and Gate City #07
  • 1992 - Pal's Johnson City Mall #08 and Elizabethton #09
  • 1993 - Pal's #10 Volunteer Parkway
  • 1994 - Pal's #11 Bristol Highway
  • 1995 - Pal's Brook's Circle #12 and Rogersville #13
  • 1997 - Pal's Morristown #14 Pals Celebrates the 10th year of the “Big Tea”
  • 1998 - Pal's #15 and Big Breakfast Introduced
  • 1999 - Pal's opens in Bristol at Exit 7 #16
  • 2001 - Pal's Wins Baldrige National Quality Award
  • 2002 - President Bush presents Pal's the Baldrige Award
  • 2003 - Two new Pal's, Gray #17 and Blountville #18.
  • 2006 - Pal's opens in Jonesborough Pal's #19.
  • 2007 - Pal's celebrates the 20th year of the "Big Tea"
  • 2008 - Pal's opens in Lebanon, Virginia #20
  • 2008 - Founder Pal Barger is on board the MS Nautica when it is attacked by pirates in the Gulf of Aden.[9]
  • 2009 - Pal's opens in Greeneville #21
  • 2009 - Pal's introduces Razzie Tea
  • 2009 - Neon sign at Pal's #2 taken down due to high costs of operation
  • 2010 - Pal's opens in Norton, Virginia. #22 It has the biggest opening in Pal's history.
  • 2012 - Pal's introduces new 3D website http://www.palsweb.com Pal's #23 Boone's Creek opened.
  • 2013 - Pal's opened Pal's #24 Jefferson City and Pal's #25 Erwin, Tennessee locations.
  • 2015 - Pal's opened Pal's #26 Bristol, Tennessee & Pal's #27 Morristown East
  • 2016 - Pal's opened Pal's #28 Sunset Drive, Johnson City
  • 2017 Pal’s celebrates the 30th year of the “Big Tea”
  • 2019- Pal’s Opened Pal’s #29 Abington
  • 2019 Pal’s Celebrates 10th year of “Razzie Tea.”
  • 2020 Pal’s Introduces “Orange Delight Shake”

Breakfast

Breakfast is served from 6 AM - 10:30 AM on Monday - Saturday, and 7 AM - 11 AM on Sunday.

Gravy Biscuit

Sausage Biscuit

Bacon Biscuit

Butter Biscuit

Country Ham Biscuit

Cheddar Rounds- Large (12) or Small (8)

Tenderloin Biscuit (Seasonal)

Coffee

Sandwiches

Chipped Ham - Cheese Optional, Mayo, Lettuce, Pickles

Toasted Cheese - 2 Slices of Cheese on an inverted bun, Mayo, Lettuce, Tomato

Big Chicken - Cheese, Mayo, Spicy Mustard, Lettuce Tomato

Burgers

Big Pal - Cheese Optional, Mayo, Lettuce, Tomato, Onion

Double Big Pal - 2 Large Meat Patties, Cheese Optional, Mayo, Lettuce, Tomato, Onion

Junior Burger - Cheese Optional, Mayo, Lettuce, Tomato, Onion

Double Junior Burger - 2 Small Meat Patties, Cheese Optional, Mayo, Lettuce, Tomato, Onion

Chili Burger - Small or Large, Chili, Cheese, Onion

Sauceburger - Small Meat Patty in Pal's Signature Sauce

Patty Melt - It makes your tongue slap your head

Hot Dogs

Hot Dog - Mustard, Chili, Onion

Chili Bun - Mustard, Chili, Onion

Bar-B-Dogs (Seasonal) - BBQ, Add Slaw

Frenchie Fries

Frenchie Fry - Small or Large

Drinks

Big Tea - Sweet or Unsweet, Razzie, Peachie, 32 oz default

Coke

Diet Coke

Sprite

Mello Yello

Pibb Xtra

Dr. Enuf

Orange Juice

Milk

Chocolate Shake

Vanilla Shake

Strawberry Shake

P-Nut Butter Shake (Select Locations)

Powerade (Select Locations)

Orange Delight Shake (Seasonal)

Key Lime Shake (Seasonal)

References
  1. Evans, J.; Lindsay, W. (2007). Managing for Quality and Performance Excellence. Cengage Learning. p. 451. ISBN 978-0-324-38227-3. Retrieved December 27, 2017.
  2. Collier, D.A.; Evans, J.R. (2009). Operations Management. 4-LTR Press. Cengage Learning. p. 12. ISBN 978-0-538-74556-7. Retrieved December 27, 2017.
  3. Hotels: The Magazine of the Worldwide Hotel Industry. Cahners Pub. 2005. p. 145. Retrieved December 27, 2017.
  4. "Locate Pal's". palsweb.com. Retrieved 2019-02-17.
  5. Reuters: Pal's Sudden Service Shares Secret of its Success
  6. http://maamodt.asp.radford.edu/Aamodt%20(5th)/Case%20Study%20Articles/Case%20study%20-%20Pal's%20Sudden%20Service.pdf
  7. Butko, Brian; Butko, Sarah (2005). Roadside Giants. Stackpole Books p. 45. ISBN 978-0-8117-3228-4.
  8. Milakovich, M. (2005). Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition. CRC Press. p. 63. ISBN 978-1-4200-3113-3. Retrieved December 27, 2017.
  9. Pal's founder aboard cruise liner targeted by pirates
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