Chick-fil-A Wisdom
So I was casually listening to the Saddleback Worship Conference online today, when I heard some stuff that spoke right to who I am… It was from Dan Cathy, chief operating officer of the Atlanta-based chain, Chick-Fil-A. Here’s my random notes:
“If people don’t leave your church/organization and tell other people about what a GREAT EXPERIENCE they’ve had then you haven’t created RAVING FANS”
“It takes practice to play music” anyone can play notes (He’s a trumpeter for his church)
Almost 1 million fans on Facebook, started & maintained by fans
Over 4k Youtube Chick Filet Videos
People in Chicago started a campaign to bring Chik Filet to their city
2nd Mile Service = 1st Mile – head / 2nd Mile – heart
1st Mile is doing things by the book, the 2nd Mile is doing things from the heart.
The 2nd Mile is about going above and beyond – serving others from the heart.
It’s a lot easier to have a 99 cent menu than to change the hearts of 16 year olds (learning to serve, have integrity, character, etc.)
It’s not TGIF, it’s TGIM!
Make it personal. The business is a family. The kids played at the restaurant, with the employees.
It’s not just about eating good food – it’s about having an emotional connection. People cared, family, fellowship.
“These are people who’ve known me for 40 years.”
“Dad made it personal – he knew we could change lives by how we treat people.”
Eat more Chicken & Ispire more People / Burning Brush (books)
*don’t quote me on my quotes…
Those notes are random, I know – sorry I guess they are more for me. But if you notice on that graphic, Chick-fil-A is striving to CREATE RAVING FANS, and by doing so, they’re business is growing and they have what you CANNOT pay for: a GREAT Reputation! They live this out in three ways:
- Operational Excellence – they have a great product, and they do it right. Ever been inside a Chick-fil-A? Always clean, slick menu’s & ads, great food, etc. Imagine what is going on behind the scenes – all the operations, management, financing, planning, etc.
- 2nd Mile Service – going above and beyond. Serving others from the heart – not just handing them a Chicken Sandwich. Pulling out chairs, opening doors, smiling, saying “It’s my pleasure to serve you!”.
- Emotional Connections – It’s about people. We’re often told “it’s not personal…” what a crock. People hurt, people have feelings, people are God’s creation. Looking at people as more than customers – as real people, who have real needs, who may need just a little more than what they are paying for.
By living those tenants out, Chick-fil-A has become an incredibly successful franchise. And if you notice, they don’t have commercials on the major networks. They have RAVING FANS – who do their marketing for them, because they LOVE the company.
I think the implications for the church, or other organizations are obvious.
I’m seriously trying to figure out how to get in contact with Dan – anyone have any suggestions? (Follow him on twitter here)
Very interesting! I’ve only been to Chick-fil-a a couple times and don’t love their food, but their service is great. I find myself wanting to go back even though it’s not my favorite food. The place is always spotless and I see lines out the door. They are doing something right – and this explains it! Thanks for sharing!
Just call CFA in ATL…they’re friendly people…you might be able to get an appointment. Otherwise go to your local CFA and talk to the operator…he/she may know away to get you a phone appointment.
CFA is a very open company they love the opportunity to talk to people.
Dan Cathy’s email address is:
dan.cathy@chick-fil-a.com