Chick-fil-A is a fast-food giant taking the United States by storm. It’s no secret that franchises are popping up nationwide, but what makes them unique? The answer lies in their …
Are you cheating enough?
Are you cheating enough? How often are you creating opportunities to extend REMARKable Customer Service! Getting ready to head to Fort Worth to speak on Remarkable Customer Service, should I …
Sometimes it’s just a fart machine on a bad day!
Ever have a bad day? Ever have something minor set you off because of your mood? Well, let me tell you a story. One time, at my Chick-fil-A restaurant on 71st Street, …
Quality, Not Just Quantity
I’ve heard many times people use the quote “Leaders are Readers.” I do agree with that to some extent, but I think it’s more about what we are learning, it …
“I was killing chickens one day at my Chick-fil-A, minding my own business….”
I love marketing, I am definitely wired for it. I was killing chickens one day at my Chick-fil-A, minding my own business and realized that Chick-fil-A is having a national …
Chick-O-Bank
What it would look like if the crappy bank I went to this morning was actually a Chick-fil-A? This morning I had to get a $50 bill. At The Journey …
Answering the Mysteries of Chick-fil-A!
I love Chick-fil-A, and over 27 years of working for them, you can imagine the many misconceptions I have heard about being one. But now, I am about to divulge the mysteries of Chick-fil-A. Q: …
Laying the Ground Work of Success
As a mentor of young men and women, overseeing a large organization and assisting others with their personnel, I often see development errors. There are those that feel they deserve the reward, before …
Implement change and BOIL that frog!
How hard is it for you to make a change? Well, let me tell you a story about just that. In 2001 while attending a Chick-fil-A seminar, I remember …
Listen, Apologize, Solve and Thank
Great customer service is one of the cornerstones Chick-fil-A is built on. I would love to tell you that we never have any complaints from customers, but that would not …