When customers think about Chick-fil-A, they’re not just dreaming about the crispy fried chicken or the iconic sauce. Chick-fil-A has gained a reputation for outstanding customer service. Upon entering any Chick-fil-A, customers are greeted by the smiling face of an employee and are met with a ‘my pleasure’ at the end of any interaction.
It is this level of service that keeps customers not just satisfied, but engaged with the brand. This promise, to continuously meet the core values of the organization, has empowered employees to go above and beyond for the customer no matter what.
Peter Lopez, Executive Director of Talent and Culture at Chick-fil-A, shared insights on how the company has committed to its brand values and supported a foundation of clear communication and trust. At the CCW Exchange last week in Phoenix Arizona, Lopez discussed Chick-fil-A’s talent strategy, highlighting the importance of attracting, engaging and retaining talent.
Here we dive into the three core elements of the strategy and break down Lopez’s insights from the event. As one of the best customer service companies, Chick-fil-a offers a model for how to enhance the employee experience.
Attracting Talent
Lopez states that Chick-fil-A is what it is today because of people. He reiterated the message of Founder S. Truett Cathy, “The people are more important than food. We want a person to be as successful as they can be. We should be about more than just selling chicken. We should be a part of our customers' lives and the communities in which we serve.”
While the quality of food is important, Lopez urges leaders to never underestimate the power of people. The success of an organization, he furthers, is determined by its talent.
To attract top talent, the business works to understand next-generation employee needs. With many of their employees in the Gen Z age group, leaders must adapt to their learning style and personality. The brand also works to promote culture as the most important element.
“We believe that culture is demonstrated and taught from the very first interview that an employee has with Chick-fil-A. We don’t just interview, we look at people who are interested in working with us. We want them, from the very first interview, to understand what expectations are going to be,” Lopez states.
Prioritizing Engagement
By setting the cultural standard from the very first meeting, they can define expectations for what being a Chick-fil-A employee means. This ensures that anyone who may not be onboard with these organizational pillars are ultimately deterred.
According to Lopez, the training process also allows leaders to set expectations and model standards. With high expectations, he states, comes high accountability, and employees understand that.
The Chick-fil-A training model begins with a current employees teaching, modeling and then shadowing a new employee to ensure they are ready to go off and try it on their own. Everyone goes through the same training process, allowing all employees to be educated in every area of the business.
Their training model emphasizes the need for teaching, modeling, coaching and correcting to ensure employees meet expectations and understand their role. This attention to detail ensures employees are bought-into the role and organization. By securing this buy-in early on, leaders enhance engagement and set employees up for success.
Securing Retention
At Chick-fil-A retention strategies are centered around personal and professional development. The team also makes a point to highlight the individual voices of its employees. Lopez shared, “When you’re an employee at Chick Fil A, we want you to come in, even from your very first day, like you own the place, you matter. Your voice matters.”
The company works under a servant model of leadership. What’s interesting, Lopez shares, is the higher you get within the organization, the more people you are responsible for serving. While typically it might be the other way around, the team works to ensure that leadership is serving its employees and empowering them to continuously excel.
“It is a culture of service and a culture of growth. Ongoing recognition matters, what you celebrate you will experience again,” Lopez states.
The company also attempts to achieve a holistic view of their employees, they are not just a number and they need to be recognized in a more dynamic way. This extends to employee well being.
“If we see some of our metrics begin to take a dip, we don’t immediately look at processes and systems, though we obviously do, but we also take a look at our employee well being… If we have great employees and happy employees, then it’s going to end up being a great customer result,” Lopez shares.
This dedication to treating employees with care is a clear priority for Chick-fil-A. Every employee has the opportunity to communicate in a way that drives innovation, change and impact. Because this is evident to employees, it builds trust and empowers them to contribute.
By making employees feel valued and connected to the organizational mission, Chick-fil-A is able to deliver the outstanding customer service they pride themselves on. At a time when experiences are more important than ever before, it is essential to build strategies that engage and empower employees. Marking one of the best customer service companies, it is brands like Chick-fil-A that will remain ahead and consistently impress customers with exceptional support.