Does Chick-fil-A’s commitment to be kind to employee and provide heartfelt hospitality come customers do the food taste better?

President and COO Dan Cathy states it go -- and also the numbers ago him up:

The 66-year old family-owned organization is currently the second-largest quick-service chain in the country.Turnover amongst Chick-fil-A’s 61,000 employee is a third of the industry average.

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What’s the an enig behind the Cathy family’s success? speaking to a pack auditorium in ~ Headquarters in Cary, NC, Cathy mutual the company’s strategy summed increase in your corporate objective statement: To glorify God by being a faithful steward of all the is entrusted to us. To have a positive influence on all that come in contact with Chick-fil-A.

In maintaining with this statement, employees at Chick-fil-A space taught a great we have to all sit up and also pay attention to: “Every life has a story, and also often our customers and our employees, require a tiny grace and also a small space as soon as you attend to them due to the fact that they room either experiencing a problem, just finished having actually a problem, or are around to have one,” said Cathy.

“The native ‘restaurant’ way place that restoration, and we think the Chick-fil-A together an oasis where human being can be restored. Us strive to treat people much better than the place down the street. One means we carry out that is by remembering that we’re all civilization with a most emotional things going on that don’t necessarily present on the surface, so we try to sell amenities and kindness the minister to the heart,” that said.

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Chick-fil-A’s extreme company makeover

In that very same spirit, Cathy mutual a city from the scriptures -- Matthew 5:41: “If anyone pressures you to go one mile, go with them 2 miles.” at Chick-fil-A, they’ve placed that city into action with one “extreme business makeover,” walking the extra mile to carry out amenities not usual in a quick-service restaurant, like offering fresh ground pepper to patrons dining in, or staff supplying to bring heavy trays for moms with tiny children, helping them get cleared up and coming ago to examine on castle often.

And they give free rein come their operator to get an imaginative in surprising customers through a little something extra. For example, in Virginia, one franchise uses expired chicken nuggets to pet owner (don’t concern – the nuggets are still good; simply past the few hour freshness hold time). 

“If you want to make a difference, action over the line and also into that 2nd mile, because magical things occur there,” said Cathy. “There’s joy and also fun and also reward in that second mile.”

Intrigued? climate you probably want to understand what’s in Dan Cathy’s Leadership Toolkit:

A baton: “Success is around succession,” stated Cathy. “Everyone requirements to think about who’s walking to bring the baton after ~ us. The relay race is won no by the 4 fastest runners, but by the team the gets the baton roughly the monitor first. The most tragic noise come a runner is that of the reduce baton. The same holds true in business.”Oxygen mask: “Put your oxygen mask on very first in case of one emergency,” said Cathy. “Remember come take treatment of yourself. Leaders need to take care of ourself if they’re walk to help others it is in at your best.”Jar that Jif peanut butter: “When you break the freshness seal in a can of Jif peanut butter, you acquire a wonderful aroma, favor you’re was standing in a peanut factory. The fresh aroma emphasizes just how we need to emphasis on staying fresh in ours thinking. And also in order to stay fresh, we’re walking to need to do part unconventional things,” stated Cathy. “The best method to think outside of package is come get external of package – gain out and travel and have a look around.”Roll of toilet paper.

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“Little things have the right to make a large difference,” claimed Cathy. “Think about the toilet document in a an elaborate hotel, and also how it’s constantly folded up because that you there on the roll. It’s constantly such a pleasant surprise when you view that. Build your own repertoire of small surprises.” 

One that the many benefits of developing surprising, fun and financially rewarding experiences for Chick-fil-A customers is that their client tweet about them, talk about them on on facebook or blog around them come followers. “That’s crucial today because of social media – world have big, huge microphones,” claimed Cathy.

Other nuggets the wisdom from Dan Cathy:

“Fall in love through your work and you’ll never have to work a work of your life.”“Enrich her life and in turn, you’ll enrich the resides of others.”“At Chick-fil-A, CEO represents Chief encouragement Officer.”