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Buc-ee’s gets rich by doing everything Wall Street hates



Buc-ee’s may be technically categorized as a “convenience store,” but for millions of Americans, it’s more like a roadside pilgrimage. No matter how big its new stores are, they remain packed. The chain has a fanatically loyal customer base, and it has become a destination for those not fortunate enough to have a Buc-ee's nearby.

What’s the draw? Buc-ee's has enormous restrooms that are immaculately clean, cheap gas with often more than 100 pumps, a kitschy-fun shopping experience, and exceptional food — including Texas barbecue and an in-house bakery. In addition, it’s heavily staffed with low-turnover, career employees.

I shudder to think of the destruction that would be brought upon the Buc-ee's business model if private equity decided to “fix” its operations.

Buc-ee's is thriving by rejecting numerous destructive “best practices” currently embraced by corporate America and private equity.

Fortunately for Buc-ee's, it’s still privately owned by its founders, Arch Aplin and Don Wasek, whose business acumen came from running convenience stores and working directly with customers and employees. They weren’t poisoned by an elite business school education, where modern executives learn that customers are prey and employees are a pestilence whose compensation reduces executive bonuses.

The winning formula

The magic formula to Buc-ee's success is built on a very simple foundation: clean restrooms and cheap gas. It first developed its cult following in Texas by being a place you could always count on for a clean restroom while driving the interstates. Good candies, food, and pastries then added to the appeal.

Nowadays, the same foundation is in place: clean restrooms and cheap gas. But once a customer walks inside to use the restroom, a wonderland of food and products awaits. The food and merchandise are not necessarily cheap, but they’re high-quality, and many customers enjoy making those purchases as part of their Buc-ee's experience. But it’s still possible to visit Buc-ee's for gas and a potty stop without paying a premium.

Standing up to Wall Street

By contrast, Las Vegas tourism is down dramatically — in no small part because of the city's outrageous pricing. The old Vegas model of cheap buffets and affordable rooms to get people into the casinos was not unlike Buc-ee's lure of clean restrooms and cheap gas. But the Wall Street wizards now in control of Vegas have ditched the old model in favor of revenue-mining every possible moment of a visitor’s stay.

As Jeffrey Turner explained on his Substack, “The MBAs and data-crunchers at the corporate casino have installed Disneyland pricing into their models.”

Buc-ee's still understands the power of the previous business model that Las Vegas abandoned: Provide a high-quality “loss leader” — or two — to get the customers in the door, and then provide high-margin products that entice them to open their wallets.

For those who work at Buc-ee's, it’s more than a job — it’s a career. Buc-ee's doesn’t consider its staff to be “unskilled” labor who deserve near-minimum wages. Their excellent compensation results in lower turnover and better customer service. The food at Buc-ee's might be a little more expensive than at a nearby fast-food joint, but it’s of much higher quality and served by professional staff — things customers will gladly pay a premium for.

As I discussed in a recent column, revenue mining has become an all-too-common corporate business strategy these days, especially in private equity. Revenue mining exploits customers while slashing costs to the bone, shipping jobs oversees, firing veteran employees who know the business best, wrecking customer service, downgrading quality, and killing innovation. That pernicious strategy may briefly produce record short-term profits, but it also destroys customer loyalty and brand value.

I shudder to think of the destruction that would be brought upon the Buc-ee's business model if private equity decided to “fix” its operations.

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Photo by Chip Somodevilla/Getty Images

The famous Buc-ee's restrooms by themselves produce no revenue, and they occupy significant square footage. Its full-time staffers make about $40,000 annually simply to keep these restrooms clean. In other words, the restrooms are a loss leader, drawing customers in but producing no revenue. That’s anathema to private equity.

Private equity would slash the restroom maintenance, eliminate or outsource the cleaning crews, and decrease their square footage. Or maybe they’d try to charge admission to the restrooms. But they would undoubtedly kill the golden goose — the restrooms — and thus lose the golden egg that gets customers to the checkout registers.

A job sign outside a Buc-ee's in Alabama recently showed that several manager positions within a Buc-ee's pay in excess of $100,000 per year, and the store’s general manager can earn more than $200,000 per year. Wall Street or private equity would waste no time in slashing Buc-ee's employee head count and compensation, assuming it would increase the bottom line. But it wouldn’t; it would simply destroy the staffing that makes Buc-ee's success possible.

RELATED: Corporate America is eating its seed corn — and our future

Photo by Tim Grist Photography via Getty Images

Private equity would also be aghast at the “lost revenue” from offering below-market gas prices. Estimates are that Buc-ee's sells about 400,000 gallons of gas per day. Just charging 5 cents more per gallon would bring in an additional $7 million annually, all things being equal.

But all things aren’t equal.

A success story worth copying

Buc-ee's sells such a high volume of gas because its prices are lower. Buc-ee's understands that a lower gross profit per gallon with higher volume produces more gross profit than lower volume at a higher price. But more importantly, those swarms of cars fueling up on inexpensive gas are full of people who stroll inside and purchase high-margin discretionary products. It’s a simple concept that is alien to rapacious financial wizards, but one that’s well understood by retailers on the ground.

Buc-ee's success is a refutation of prevailing business wisdom. May it serve as an example to the next generation of business leaders on the importance of developing a loyal customer base with abundant staff, career wages, great customer service, high-quality products, and an enjoyable customer experience.

Corporate America is eating its seed corn — and our future



“Don’t eat your seed corn.” Every farmer gets it. Every American with common sense gets it. The only people who don’t? The people who run corporate America.

A farmer keeps part of this year’s crop for planting next year. He could sell it now and pocket more cash — but then there’s nothing to plant, nothing to harvest, nothing to live on later. That’s obvious to anyone who works the land.

Capitalism creates wealth. But when wealth is extracted at the expense of the product, the people, and the future — that’s not capitalism. That’s predatory ransacking.

But in today’s boardrooms, the rule is reversed. Short-term profit is all that matters. Strip the future bare, cash out, and leave the mess for someone else to clean up.

The rewards for this corporate vandalism are massive: fat bonuses, stock windfalls, golden parachutes. The damage — lost jobs, gutted industries, shoddy products — is someone else’s problem.

And the fastest way to pull it off? Slash costs to the bone. Ship jobs overseas. Push out the people who know the business best. Wreck customer service. Kill innovation. Downgrade quality until the product barely passes as the same thing you used to make.

Private equity and corporate strategists have a new trick for squeezing customers dry: “revenue mining.” That means cross-selling, upselling, jacking up prices, and hiding the real costs in creative contracts.

At first, it works. Existing customers tend to stick around — inertia keeps them from bolting right away. But each gimmick drives off a slice of loyal business. Combine that with lower service quality and cheaper products, and the exodus accelerates. Before long, the company is stuck with an overpriced product, lousy service, and no easy way to attract new customers.

I’ve watched this play out in my own life. My exterminator. My alarm company. My HVAC service. All wrecked by the same formula. The local phone number? Redirected to a call center overseas — if I can navigate the phone tree. The people I used to know? Gone. The contract? Suddenly much more expensive.

The service I get for my trouble? Less than before. And when the tech finally arrives, all he says is, “Things are much different now.” They might wring one more payment out of me, but I’m already shopping for a local outfit that treats me like a customer instead of prey.

In short, they ate their seed corn. They got one fat harvest out of me, then pushed me straight into the arms of their competition — for good.

At least my dentist is still a one-man shop who owns his own business. But even dentistry is under siege. Private equity-backed dental chains are giving dentistry a bad name, pushing unnecessary procedures just to meet revenue targets.

A USA Today investigation titled “Dentists under pressure to drill ‘healthy teeth’ for profit” uncovered one such example:

Dental Express was part of North American Dental Group, a chain backed by private-equity investors. At least a year earlier, the company had told dentists like Griesmer to meet aggressive revenue targets or risk being kicked out of the chain. Those targets ratcheted up pressure to find problems that might not even exist.

In my professional career, I have seen too many examples of the same pattern: private equity buying and destroying great businesses that had loyal customer bases. To be fair, I have also seen examples of private equity groups buying a business, embracing its product, and continuing to provide good service. I wish it weren’t the exception, though.

More often, private equity groups treat the acquisition as a mine: extract the capital through dividends and existing customers while accruing significant debt. In fact, the funds used to purchase the business are often borrowed and never even repaid.

Dig until empty, leave a crater, and move on.

An X user put it perfectly:

Some private equity is genuinely investing in the business to grow a solid business. This is good, full stop.

Some private equity buys up dying businesses, breaks them up, sells off the valuable bits and sometimes lets the worthless bits go through bankruptcy, taking advantage of bankruptcy laws to profit. This is good, actually, as it recycles the resources of dying businesses into good businesses.

The third type of private equity buys good businesses that are doing OK or even doing well. Then they sell off all the assets, load the company up on as much debt as they can, pay themselves giant dividends, and then take advantage of the same bankruptcy laws to discharge all the debt so they never have to pay it back. This is really bad.

This isn’t just happening to small companies. It’s hitting America’s industrial backbone.

I’ve written before about how Carlos Tavares, the former CEO of Stellantis (corporate parent of Chrysler, Dodge, and Jeep), awarded himself a $39 million compensation package for making short-term decisions that briefly maximized profit before revenue and sales collapsed, leaving dealers with overpriced, outdated inventory. He made off with the profits, then left behind a hollow pipeline for the dealers truly committed to Stellantis.

RELATED: Private equity’s losing streak is coming for your 401(k)

Greenseas via iStock/Getty Images

I also covered Boeing’s disastrous $43 billion stock buyback binge. The short-term boost to its share price came at the expense of critical investment in its products — and has cost the aerospace giant $35 billion since 2019. To plug the hole, Boeing had to raise another $15 billion in capital and push back the already overdue launch of the 777, citing “negligent engineering.”

That phrase used to be unthinkable in the aerospace industry. Boeing made it possible by gutting its engineering and technical staff to feed Wall Street.

The consequences keep coming. This month, United Airlines grounded much of its fleet after a failure in its proprietary “Unimatic” flight system. The airline claims it doesn’t know what caused the failure.

But I have a strong suspicion.

In recent years, United has aggressively outsourced its technical operations to contractors using foreign labor — often H-1B visa workers — at lower cost. One subcontractor, Vista Applied Solutions Group, boasts that it helps clients “increase productivity” while achieving “considerable cost savings.”

That’s great — until the system fails and planes can’t fly. United may have saved on salaries. The short-term reduction in salary expense has eaten United’s seed corn, leaving the company with a technology system that can’t keep its planes in the air.

It is imperative for those of us who defend capitalism to also repudiate those engaged in practices that give it a bad name. Capitalism creates wealth. But when wealth is extracted at the expense of the product, the people, and the future — that’s not capitalism. That’s predatory ransacking.

And it deserves our scorn.

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Burger King employee received a crummy goodie bag for working 27 years without missing a day, then David Spade stepped up big time



A Burger King employee has worked at the fast-food restaurant for 27 years and never missed a day. In recognition of his hard work, the management company rewarded the worker with a lousy goodie bag. However, comedian David Spade stepped up to give the hard worker a much more suitable gift.

Kevin Ford, 54, works as a cook and cashier at the Burger King in the Las Vegas McCarran International Airport in Nevada. Ford was given a gift bag by HMS Host – a company that operates restaurants in airports.

For working 27 years without missing a single day, the company rewarded Ford with a single movie ticket, a Starbucks cup, two packs of Lifesavers candy, a bag of Reese's Pieces, two pens, and other trinkets.

Despite the severely lackluster gifts, Ford was very appreciative of the gesture.

A video of Ford accepting the crummy goodie bag went viral this week. Many viewers remarked on how grateful Ford was while accepting the uninspiring gifts.

@thekeep777

He's Worked for the Company for Almost 3 Decades and Has Never Called Out!!!😵‍💫🥺😱😭 #Grateful #Dads #FathersDay #Loyalty #Honor #WorkersUnite #Rewards #Thankful #NorrinRadd777 #theKeep777

Ford's daughter noticed that people were interested in giving her father a more rewarding gift for his hard work, so she launched a GoFundMe campaign.

"Hi, My name is Seryna. The man in that video is my father. He has worked at his job for 27 years and yes, he has never missed a day of work," Seryna Ford wrote on the crowdfunding website.

"He originally began working at this job as a single father when he gained custody of me and my older sister 27 years ago," she explained. "Then as our family grew and he remarried, he continue to work here because of the amazing health insurance That was provided through this employer because it was unionized. Which got all four of his daughters through high school and college with full healthcare coverage."

The daughter noted that they are not expecting any money, but said that her father would love to visit his grandchildren in Texas.

The GoFundMe campaign caught the eyes of many – including David Spade.

Spade made a donation of $5,000 to Ford after hearing his story. However, Ford was not sure if it was the real David Spade. Then Ford received a message on Instagram, according to TMZ.

"Keep up the good work. 27 years," Spade wrote to Ford.

Ford was blown away that the Hollywood celebrity contacted him, "HOLY S**T Dude!!! Cannot Believe This!!!"

The Burger King employee exclaimed, "THANK YOU SO MUCH!!! For Even Watching the Video! I Love You My Brother!!! Much Love and God Bless. ... I think [I] might be able to take a day off."

Spade replied, "Wait till year 30."

Ford joked, "Damn, are you one of my managers???"

Burger King issued a statement regarding the viral video, "The Burger King brand and its many franchisees nationwide are committed to recognizing and celebrating the achievements of the thousands of people serving across a wide range of roles — all dedicated to providing our guests a world-class experience."

"Following review with this location's franchisee, we've learned that this video depicts a Team Member in receipt of a peer-to-peer reward in recognition of a short-term positive performance/experience," Burger King told People magazine. "The franchisee offers its Team Members a robust employee recognition program, which includes the recognition of tenure milestones and monetary awards."

In an interview with YouTube personality Sierra Nicole, the gracious Ford thanked everyone for the support.

"I just want to say thanks to everybody out there. It's just so overwhelming," Ford said. "I'm just Kevin, you know. I just love everybody. I think that it probably touched people because I think we as humans, period, just need love and gratitude. And when you see someone like that, you know, ... I was happy to get anything. Some people got nothing, so I was just happy to get anything."

At the time of publication, the GoFundMe campaign had raised more than $63,000. He told TMZ that he may use the money to buy a new hybrid vehicle so that he can visit his daughters and grandchildren in Texas.

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