Nineteen years ago, while driving my daughter to college, I experienced Waffle House for the first time. A broken ball joint turned our six-hour journey into a 15-hour ordeal, leaving us frustrated, tired, and hungry. At 2 a.m., we pulled into a Waffle House outside Greenville, South Carolina. I can’t say I remember much about that first visit—perhaps a hazy memory of steaming coffee and the smell of bacon—but over the next four years, 'WaHo' became a frequent charge on my credit card, a silent witness to the many late-night conversations and quick breakfasts that punctuated my daughter’s college years.
Last week, while my daughter was visiting me in Franklin with her family, we passed our local Waffle House. It felt only fitting to stop in, finally able to laugh about that long-ago adventure of getting her to college. This time, the experience was less about necessity and more about nostalgia, a return to a place that had quietly become a part of our story.
Known for its famous waffles and hash browns, Waffle House caters to everyone from late-night travelers to early-morning risers with its 24/7 service. The open grill experience allows patrons to see their food being cooked in front of them. While the menu is consistent across all locations, there’s a “secret” menu for those in the know, offering variations of classic dishes or special combinations that make each visit unique.
Co-founder Joe Rogers, Sr. famously said, “We aren’t in the food business. We’re in the people business,” and this philosophy underpins everything Waffle House does. From how they treat their employees to how they serve their customers, the focus is always on people. And treating both with care and respect is what Waffle House does right.
During my recent visit, I was served by Brittney Agee, a long-time employee whose connection to Waffle House runs deep. "Waffle House has always been family to me," Brittney says, recalling how her dad worked there as a cook for 30 years. After spending eight years in the corporate world, Brittney returned to Waffle House, realizing that no office job could compare to the sense of belonging she found there. "The employees become family, and the customers do, too," she says. The inclusive and welcoming environment makes her feel more valued and connected than any corporate job ever could. Brittney says, “I have been in the store when someone who is five rungs up the leadership ladder walks in. They come into a busy store and help wherever it’s needed, even if that is cooking or washing the dishes. They are not afraid to come in and get their hands dirty and it is all done with a smile.”
The sense of family extends to the customers as well. Regular patrons become part of the Waffle House family, and the staff goes out of its way to make everyone feel welcome. Brittney speaks fondly of her “regulars,” whose orders she can recite from memory. "I have a regular who is disabled so I help him butter his waffle and put jelly on his toast. I make sure the syrup is within his reach." This personalized service is what keeps people coming back.
Our local Waffle House is a popular spot for senior community members, moms after busy morning school drop-offs, families and teens after sporting events, and even a small Deaf community. Recently a 'Saturday Dads Club' has sprung up where dads enjoy breakfast with their children and the company of other dads. “The mix of customers makes Waffle House a place where everyone feels at home,” says Brittney.
One of Waffle House’s core values is providing second-chance employment opportunities. The company offers jobs to those who might struggle to find work elsewhere, giving them a chance to support themselves and their families. This approach helps individuals get back on their feet and fosters a sense of loyalty and dedication among employees. Many workers stay with the company for decades, finding stability and a sense of belonging in the Waffle House family. It’s not uncommon to find employees who started out washing dishes currently in management roles.
Interestingly, the Federal Emergency Management Agency (FEMA) uses the “Waffle House Index” as an informal gauge of how severely an area has been impacted by a natural disaster. If a Waffle House is open and serving its full menu, the area is likely in good shape. A limited menu suggests more significant challenges, while a closed Waffle House, a rare occurrence, signals the area has been hit hard. To ensure they stay open during challenging weather conditions, Waffle House provides employees with hotel accommodations and transportation.
Brittney adds, "We’re a staple in the community, day and night, in good and bad weather." Waffle House—or maybe more aptly, Waffle Home—isn't just a place to grab a quick meal. It’s a community hub, a place where, 19 years ago, this tired mother and daughter found solace in the middle of the night and where, today, people from all walks of life find a second home.
“The mix of customers makes Waffle House a place where everyone feels at home.” -Brittney Agee