Chick-fil-A has become America’s sweetheart of fast-food chains because of their amazing chicken sandwiches. But even better than their chicken is their amazing customer service always served up with a smile and a “my pleasure.”
And the secret to their outstanding service was recently revealed to be a question asked to potential franchise applicants.
And when it comes to deciding who will become the face of the next Chick-fil-A location, much of that weight falls on Dee Ann Turner, a 30-year employee who currently serves as the national vice president of corporate talent.
Other qualifications aside, Turner says there’s just one question that she considers when it comes to combing through the tens of thousands of franchise applications she receives each year:
“Would I want my children to work for this person?”
What an amazing question! I can’t think of a higher standard I could set for a potential employee than whether I would trust them with my two precious children.
Chick-fil-A’s customer service isn’t just lip service to keep customers happy. Strong character is at the core of who they are as an organization.
Turner explains that this philosophy came straight from their founder:
For Turner, this telling mentality is an extension of the philosophy of Chick-fil-A’s founder himself, S. Truett Cathy, who was famous for business principles like:
Though Cathy passed away in 2014, it’s clear that his vision for his company is living on through Turner and, by extension, the owners she approves. As Turner explains:
- “I believe no amount of business school training or work experience can teach what is ultimately a matter of personal character.”
- “The unexpected opportunity I enjoy most is the opportunity to turn a frown into a smile.”
- “We’re not just in the chicken business, we’re in the people business.”
“People don’t just come here for the 15 cent coffee. They come because we’re in the business to create a remarkable service for guests.”
This is what’s so special about Chick-fil-A at the end of the day. It’s not just the fried chicken, the waffle fries, and the ice dream. You feel good about taking your family and friends there. Going puts a smile on your face.
With so much craziness happening in the world, going to Chick-fil-A is a break from the chaos. It’s not by accident – it’s all a part of everything they do.
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