{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Freedom and Glory - Tales of American Spirit","title":"  Rick Webb on Building a Culture of Trust and Service","html":"","width":"100%","height":180,"duration":2829,"description":"Rick Webb shares how his father, backed by his mother’s support, built Waco from one locomotive and eight team members into a diversified supply chain services company operating 47 short line railroads and serving 3,500+ customers across North America and Australia. He explains how an evergreen 1983 contract with a Louisiana paper mill—cancelable with 30 days’ notice—taught Waco to differentiate through daily customer service rather than assets, and how listening to customers drove pivots from railcar repair to industrial switching, terminals, logistics, and broader supply chain solutions. Webb emphasizes valuing customers and team members through tools, training, safety, and culture, including Waco University’s servant-leadership approach, praise-before-discipline mindset, and Dan Smith’s “no asshole rule,” while reflecting on tough times like near-missed payrolls and the 2008–2010 downturn.\n00:00 Meet Rick Webb\n01:00 Family Leap of Faith\n02:39 First Customer Forever\n05:46 Customer First DNA\n08:49 Building Team Culture\n11:35 Pivoting With Customers\n13:06 Bar Lessons on Service\n15:58 Surviving Tight Times\n17:47 Supply Chain Value Engine\n22:47 Terminal Expansion Hard Lesson\n25:56 Where Value Is Made\n26:48 No Plan Just Customers\n28:43 Waco U Culture Training\n31:02 Flip The Org Chart\n34:05 Trust Tools And Praise\n37:38 All In For The Future\n40:28 Letting Go As CEO\n42:25 No Asshole Rule\n45:25 Closing Thanks And Laughs","thumbnail_url":"https://img.transistorcdn.com/WNeyyaCFjf5O962u_hYlZKJY87LtAPBam-cum-Py8Y0/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9kNjgw/ZTYzYTNmN2ExZmEz/ZTcwZDRlNWQ3ZmJh/Njg3NS5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}