There is no organizational culture I respect more than that of Chick Fil-A. I have eaten at numerous Chick Fil-A restaurants across the country, gotten to know our local Operator, read about their culture from Ken Blanchard and Patrick Lencioni, and read books by Chick Fil-A insiders Mark Miller, Truett Cathy, Dee Ann Turner and Steve Robinson.

When you go into a Chick Fil-A quick service restaurant anywhere in the country you will not be greeted with replies of “No Problem” or “No Worries” from their employees. No, you will always be greeted with “It’s My Pleasure”. What a difference that is! It’s an organizational culture that drives this difference, and its why Chick Fil-A is always spoken of so highly by leadership experts.

But what is it that makes Chick Fil-A unique among its competitors? And what can other organizations learn from them? After all, in 2017, the average Chick-fil-A freestanding restaurant had sales 70 percent higher than the average McDonald’s location and four times that of an average KFC location. And that’s while also being closed on Sundays.

Here are 6 things that I believe make the difference for Chick Fil-A: Continue reading →