{"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.00:00 Meet Rick Webb01:00 Family Leap of Faith02:39 First Customer Forever05:46 Customer First DNA08:49 Building Team Culture11:35 Pivoting With Customers13:06 Bar Lessons on Service15:58 Surviving Tight Times17:47 Supply Chain Value Engine22:47 Terminal Expansion Hard Lesson25:56 Where Value Is Made26:48 No Plan Just Customers28:43 Waco U Culture Training31:02 Flip The Org Chart34:05 Trust Tools And Praise37:38 All In For The Future40:28 Letting Go As CEO42:25 No Asshole Rule45:25 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}