.
. >>>
. >>> WELCOME BACK.
HAVE YOU SEEN THE CHICKEN
SANDWICH WARS?
SANDWICH WARS? IT'S LIKE COKE AND PEPSI WARS
ALL OVER AGAIN.
HERE TO TALK ABOUT THE RIGHT
INGREDIENTS FOR SUCCESS, CHICK-
FIL-A EMPLOYEES.
FIL-A EMPLOYEES. GOOD MORNING.
GOOD MORNING. HOW DID YOU GET INTO CHICK-FIL-
A?
A?
A? >>
A? >> I
A? >> I WAS WITH THE GREATER
HOUSTON RESTAURAN ASSOCIATION
AND CAME TO KNOW A LOT OF
OPERATORS AND GOT RECRUITED.
>> JOSEPH?
>> JOSEPH? >> YEAH, JUST WORKED FOR
CORPORATE WORLD ENRON.
WHEN THAT SHIP GOT HIT, A GOOD
FRIEND OF MINE GOT ME INTO
CHICK-FIL-A. THIS WAS A BRAND
MY WIFE AND I VENTURED TO EVERY
NIGHT WHEN WE WERE NEWLY
MARRIED.
MARRIED.
MARRIED. >> ANOTHER THAT I THINK THAT'S
A TRACTIVE IS NOT ONLY THE
FACT IT'S WILDLY SUCCESSFUL BUT
THE CULTURE OF THE COMPANY.
I KNOW THE FIRST TIME I WENT TO
A CHICK-FIL-A, I SAID THANK YOU
AND THE PERSON SAID MY
PLEASURE.
PLEASURE.
PLEASURE. I WAS LIKE WOW, THEY JUST SAID
MY PLEASURE.
MY PLEASURE. SO THE CULTURE OF THE COMPANY?
>> THE FOUNDER SAYS WE'RE IN
THE PEOPLE BUSINESS, WE JUST
HAPPEN TO BE SELLING CHICKEN.
THAT'S WHERE IT STARTS FOR US.
IT'S IMPORTANT WE HIRE WELL AND
TAKE OUR TIME TO DO IT RIGHT.
A LOT OF TIMES IN THE
RESTAURANT BUSINESS, PEOPLE GET
HIRED ON THE SPOT BECAUSE WE'RE
DESPERATE.
DESPERATE. I THINK WE HAVE DONE THAT AT
POINTS IN OUR CAREER.
>> WHEN WE TAKE TIME AND
CONNECT AND LEARN ABOUT THE
CANDIDATE AND HIRE DIVERSITY,
LOTS OF DIFFERENT PEOPLE,
THERE'S DIFFERENT JOBS.
IT WORKS.
IT WORKS.
IT WORKS. >> A LOT OF PEOPLE SAY YOU SEE
LINES AT CHICK-FIL-A, I'M GOING
TO INVEST IN ONE OF THOSE.
>> IT'S NOT THAT EASY NUMBER
ONE.
ONE.
ONE. IF
ONE. IF YOU HAVE THE MONEY, IT'S ONE
THING.
THING.
THING. THE POINT IS THEY DON'T JUST
HAVE MONEY, THEY WANT THE
PERSON.
PERSON.
PERSON. EXPLAIN HOW YOU WORK THIS.
>> YES.
>> YES.
>> YES. SHE MAKES PAY GREAT COMMENT.
CULTURE IS SOMETHING WE'VE HAD
TO BUILD OVER THE LAST YEAR,
ESPECIALLY HERE IN HOUSTON.
I THINK WHAT PEOPLE, TEAM
MEMBERS THAT WANT TO COME IN
AND WORK FOR US, THEY SEE WE
WANT TO INVEST IN THEM.
A LOT OF CHICK-FIL-A OPERATORS
HERE IN HOUSTON AND NATIONWIDE
SAY WE'RE GOING TO BRING IN
PEOPLE, BUILD THEM UP AND SEND
THEM OUT.
THEM OUT.
THEM OUT. WHETHER IT BE FOR CHICK-FIL-A,
FOR ANY OTHER TYPE OF INDUSTRY.
>> TALK ABOUT WHAT IT IS TO
BECOME AN OWNER OPERATOR.
THEY'RE LIKE I WANT TO BE AN
OWNER OPERATOR.
OWNER OPERATOR. DO YOU REALLY WANT TO BE AN
OWNER OPERATOR.
OWNER OPERATOR. I SAID YOU CAN'T DO THAT ON THE
SIDE.
SIDE.
SIDE. >>
SIDE. >> THEY SAY WORK ON THE
BUSINESS NOT NECESSARILY ALWAYS
IN THE BUSINESS.
IN OUR POSITION, THERE'S A LOT
OF THINGS TO TAKE CARE OF.
WE HAVE TO BE WILLING TO SERVE
AND SUPPORT AT EVERY LEVEL OF
THE ORGANIZATION.
THE ORGANIZATION. OUR ROLE AS OPERATORS IS BE THE
FOUNDATION, CAST THE VISION BUT
BE ALONG SIDE THE JOURNEY.
>> YOU'LL DO EVERYTHING.
I SAW JESSE DIRECTING TRAFFIC.
YOU HAVE DONE EVERYTHING IN THE
STORE AND KNOW HOW TO DO
EVERYTHING IN THE STORE.
>> YES.
>> YES.
>> YES. >> YOU TALK ABOUT HIRING
QUALITY PEOPLE.
QUALITY PEOPLE. WE HAVE SOME WITH US TODAY.
EDUARDO, GOOD MORNING.
FOR YOU, WHAT HAVE YOU LEARNED
AT CHICK-FIL-A ABOUT LEADERSHIP
THAT WILL FOLLOW YOU THE REST
OF YOUR LIFE?
>> FIRST OFF THANK YOU FOR
HAVING ME.
HAVING ME. >> MY PLEASURE.
>> THERE'S PLENTY OF THINGS
I'VE LEARNED.
I'VE LEARNED. I COULD SIT HERE AND TALK ABOUT
IT FOR AN HOUR.
IT SHOWS HOW MUCH I'VE LEARNED,
BUT ONE OF THE FEW THINGS I
WANT TO TALK ABOUT ARE -- THE
FIRST MAIN THING I LEARNED
ABOUT LEADERSHIP IS EMBRACING
OTHERS AND PEOPLE I WORK WITH.
WITH CHICK-FIL-A, WE HAVE
OPPORTUNITIES TO CONVENE WITH
EACH OTHER OUTSIDE OF WORK.
IT'S IMPORTANT FOR ME TO KNOW
MY TEAM MEMBERS, WHO THEY ARE,
THEIR FAMILIES, WHAT THEY DO
FOR HOBBIES AND STUFF.
IT MAKES IT EASIER FOR ME TO
WORK WITH THEM AT WORK BECAUSE
I CAN ACCOMMODATE TO THEIR
NECESSITIES.
NECESSITIES. >> NOT JUST TEAM BUT FAMILY FOR
YOU ALL.
YOU ALL.
YOU ALL. AFTER HARVEY, YOU KNEW WHAT WAS
HAPPENING WITH YOUR TEAM
MEMBERS.
MEMBERS.
MEMBERS. YOU WERE ALL ABLE TO GATHER
AROUND AND HELP.
THANK YOU VERY MUCH.
OKAY JENNY?
OKAY JENNY? YOU LOVE DOING ALL KINDS OF
THINGS FOR THE COMMUNITY.
WHAT IS IT THAT YOU HAVE
LEARNED AT CHICK-FIL-A YOU'D
USE OUTSIDE THE WORK PLACE?
>> FOR ME PERSONALLY
COMMUNICATION HAS REALLY BEEN A
GROWING POINT FOR ME.
COMMUNICATING WITH OTHER
MANAGERS, COMMUNICATING WITH
JULIE FOR COORDINATING THINGS
LIKE THIS.
LIKE THIS. ? YOU CAN'T BE SHY, CAN YOU?
>> YOU CAN'T.
JUST BEING WILLING TO STEP UP
AND ALSO KNOW WHEN TO SAY NO
AND UNDERSTAND MY OWN LIMITS
AND MY PERSONAL LIFE.
>> ALL RIGHT.
DEMORNE?
DEMORNE?
DEMORNE? LOOK AT THAT BIG SMILE.
I'LL BUY EXTRA CHICKEN FROM
YOU.
YOU.
YOU. WHAT
YOU. WHAT DO YOU LOVE ABOUT WORKING
FOR CHICK-FIL-A?
FOR CHICK-FIL-A? >> FOR ME I'M A DINING ROOM
HOST.
HOST.
HOST. I
HOST. I LIKE TO MAKE PEOPLE SMILE AT
ME.
ME.
ME. >>
ME. >> NO
ME. >> NO WONDER.
>> I LOVE WHAT I DO.
I JUST LIKE WHAT I LIKE.
MAKING SURE EVERYTHING IS TAKEN
CARE OF AND THE TABLE IS CLEAN
AND FRIENDLY.
AND FRIENDLY. >> IT'S AWESOME BECAUSE YOU
SHOW UP TO WORK.
IT'S A JOB BUT IT DOESN'T FEEL
LIKE IT.
LIKE IT.
LIKE IT. IT PROBABLY DOESN'T FEEL LIKE
YOU'RE WORKING DOES IT?
>> FAMILY.
>> FAMILY. >> IT'S NATURALLY YOU.
ALL RIGHT.
ALL RIGHT. THERE'S TOM THERE.
THE REASON CHICK-FIL-A WORKS SO
WELL, THERE'S PRINCIPLES AND
FOUNDATION THERE.
FOUNDATION THERE. WHAT'S THE SECRET TO HAVING AN
EFFICIENT WORK PLACE?
EVERY BUSINESS OWNER IN THE
CITY WANTS TO UNDERSTAND THIS.
>> ESPECIALLY AT CHICK-FIL-A,
IT STARTS WITH PEOPLE WE HIRE
EVERYDAY.
EVERYDAY.
EVERYDAY. THAT'S OUR NUMBER ONE SECRET.
IF IT IS A SECRET.
THE AND TO SERVICE.
ANYONE CAN GET CHICKEN
ANYWHERE, BUT WE HAVE
EXPERIENCE.
EXPERIENCE. >> I ACTUALLY FEEL GOOD ABOUT
BUYING YOUR CHICKEN.
I FEEL GOOD ABOUT BUYING THIS
CHICKEN.
CHICKEN.
CHICKEN. >> OUR GUEST EXPERIENCE IS
SOMETHING NO ONE ELSE HAS.
THAT'S WHAT WE VALUE.
WANT TO TALK ABOUT OUR DRIVE
THROUGH AND HOW BUSY ON LUNCH
OR DINNER HOUR.
WE INVEST IN INNOVATING OUR
BUSINESS ON A DAILY BASIS.
>> DID THAT DRIVE THROUGH
SITUATION CATCH Y'ALL BY
SURPRISE?
SURPRISE?
SURPRISE? ALL OF A SUDDEN, THEY'RE
STACKED OUT TO THE HIGHWAY.
WE NEED POLICE OFFICERS IN SOME
LOCATIONS.
LOCATIONS. IT MUST BE NICE TO SEE.
I'VE GOT TO SAY IT MOVES
QUICKLY.
QUICKLY.
QUICKLY. YOU HAD TO INNOVATE NEW
SYSTEMS.
SYSTEMS.
SYSTEMS. WE'RE GOING TO HAVE PEOPLE
STANDING OUT THERE TAKING YOUR
ORDER.
ORDER.
ORDER. >>
ORDER. >> THREE DIFFERENT LANES.
>> CREATED A THIRD LANE.
OKAY.
OKAY.
OKAY. LET
OKAY. LET ME GO OVER TO ALLI.
>> THAT'S ME.
HI.
HI.
HI. >>
HI. >> HOW ARE YOU?
OKAY.
OKAY.
OKAY. THE
OKAY. THE BIGGEST THING YOU'VE
LEARNED AT CHICK-FIL-A AND ONE
THING EMPLOYEES NEED TO HAVE IF
THEY WANT TO COME APPLY FOR A
JOB THERE.
JOB THERE. >> I LOOK FOR PEOPLE THAT
REPRESENT OUR CULTURE,
MOTIVATED, HAVE A GROWTH MIND
SET PERSONALLY AND
PROFESSIONALLY.
PROFESSIONALLY. WE LOOK FOR PEOPLE THAT ARE
INVITING INSIDE THE STORE AND
OUTSIDE THE STORE IN
COMMUNITIES AND GREATER HOUSTON
AREA.
AREA.
AREA. THAT TRANCE TENDS OUR FOUR
WALLS.
WALLS.
WALLS. >>
WALLS. >> RIGHT BEHIND YOU, I SEE HER
NODDING HER HEAD.
ARE YOU TALKING TO ME?
CAN WE TALK TO THE COWS?
>> THEY'RE NOT SUPPOSED TO
TALK.
TALK.
TALK. >>
TALK. >> THEY DO SHOW UP IN STUDIOS
WEARING CLOTHES.
WEARING CLOTHES. OKAY.
OKAY.
OKAY. ONE
OKAY. ONE THING TO BE SAID IF
SOMEBODY IS LOOKING FOR A JOB,
AN ENTRY LEVEL JOB, WHY CHICK-
FIL-A IS SUCH A COOL PLACE TO
BE.
BE.
BE. A
BE. A LOT
BE. A LOT OF OWNER OPERATORS WORKED
AND GOT THEIR FIRST JOB.
IT'S ONE THING THAT CAN BE A
FOUNDATION WHERE YOU'RE GOING
TO SCHOOL OR BECOME A CAREER.
>> I THINK PEOPLE COME TO US
FOR A LOT OF REASONS.
WE REALLY DO HAVE A DIVERSE
WORK GROUP.
WORK GROUP. WE HAVE SO MANY DIFFERENT JOBS.
EVERYONE COUNTS.
EVERYONE COUNTS. SO REALLY IT'S OUR JOB TO
FIGURE OUT WHAT THAT PERSON
FITS.
FITS.
FITS. WE
FITS. WE LIKE TO SAY WE GET THEM IN
IF RIGHT SEAT ON THE BUS.
THEN THEY CAN THRIVE.
WE CONTINUE TO DEVELOP THEM.
>> YOU MENTIONED YOU KNOW HOW
TO DO EVERY JOB IN YOUR STORE.
HAVE ANY OF YOU TRIED ON THE
COW COSTUME?
COW COSTUME? >>> ABSOLUTELY.
>>> ABSOLUTELY. >> YOU'VE TRIED ON THE COSTUME?
>> IT'S NOT A COSTUME.
>> HAVE YOU EVER BEEN A COW?
>> YES.
>> YES.
>> YES. IT IS ACTUALLY REALLY FUN.
>> SOME WANT TO KNOW WHAT IT
TAKES TO APPLY FOR THAT JOB?
>> BRING THEM OVER TODAY.
WE WILL TRAIN THEM.
>> BE ENERGETIC, FUN LOVING,
DON'T BE SHY.
JUST DON'T BE AFRAID TO
EXPERIMENT.
EXPERIMENT. THAT'S WHAT MAKES OUR COWS
DIFFERENT, RIGHT GUYS?
>> THE FACT THEY CAN STAND UP
AND WALK.
AND WALK.
AND WALK. >> I WANT TO END WITH THIS.
WE TALK ABOUT WHAT HAPPENS
INSIDE CHICK-FIL-A. ONE THING
YOU'RE DEDICATE SECOND DEGREE
OUTSIDE THE STORE IN THE
COMMUNITY.
COMMUNITY. A LOT OF TIMES YOU REALIZE A
REGULAR CUSTOMER COMES IN AND
CONNECTED TO A CAUSE.
>> ABSOLUTELY.
>> ABSOLUTELY. >> SO FROM A DAILY CAUSE TO AN
ANNUAL CAUSE.
ANNUAL CAUSE. WE DO LIVING WATER
INTERNATIONAL.
INTERNATIONAL. WE'RE BIG WITH THAT.
ALSO TOO, I THINK THAT'S WHAT
DIFFERENTIATES CHICK-FIL-A WITH
OTHER RESTAURANTS OR BUSINESSES
IS THAT WE CAN SEE THE GUESTS,
TELL THE GUEST IS HAVING A BAD
DAY.
DAY.
DAY. WE
DAY. WE TRY TO MAKE A WOW MOMENT.
HOW MANY WOW MOMENTS CAN WE
CREATE THROUGHOUT THE DAY?
I CHALLENGE MY TEAM.
JULIE CHALLENGES HER TEAM.
LET'S GO MAKE SOMEBODY'S DAY
TODAY.
TODAY.
TODAY. WHAT CAN WE DO?
WE DON'T KNOW THE EFFECT THAT
WOULD HAVE ON THAT PERSON.
>> JUST KNOW IT'S A POSITIVE
ONE.
ONE.
ONE. IT'S
ONE. IT'S A RIPPLE EFFECT THROUGHOUT
THE COMMUNITY.
THE COMMUNITY. THANK YOU FOR COMING IN TODAY.
TO FIND A CHICK-FIL-A NEAR YOU,
WHERE YOU CAN GET THE