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Murrell says its important to make employee feel a sense of ownership—and accountability. "Boys hate to smile. It’s not macho. And it’s definitely not macho to clean a bathroom," he says of some employees. To motivate them, Five Guys employs secret shoppers called auditors, and ties pay to performance. "If the auditor walks in and the bathroom isn’t clean, that crew just lost money," Murrell says. "Next thing he knows, the guy who was supposed to clean the bathroom has toilet paper all over his car and a potato in his pipe."