You can’t control every customer, every shift, or every crisis—but you can control your culture. Getting Change shows you how to lead with purpose, strengthen your team, and make work… actually work. Getting Change: A Service Industry Manager Story follows two seasoned managers—Mike, the longtime General Manager of a struggling convenience store, and Missy, the sharp and driven front-of-house GM at a high-volume restaurant—as they navigate the daily challenges, small victories, and high-stakes moments that define frontline management. Through relatable workplace drama, sharp dialogue, and hard-earned lessons, author Christian Runyon introduces the F.A.C.T. framework —Foundation, Accountability, Consistency, and Transparency. These four keys aren’t abstract theories; they’re proven, actionable steps that managers can use to strengthen culture, reduce burnout, and create teams that deliver results without sacrificing morale. Written for service industry managers (not just about them), Getting Change blends entertaining storytelling with practical, real-world leadership strategies. Whether you’re running a busy restaurant, overseeing a retail floor, or leading any customer-facing team, this book will help you: Build a solid foundation for team success - Hold people accountable without losing respect - Maintain consistency in fast-changing environments - Lead with transparency that inspires trust If you’ve ever wanted a management book that understands the long hours, the impossible demands, and the unglamorous truth of keeping operations running—this is it. Make work, work—with tools you can actually use and a story you won’t want to put down.