So I was casually listening to the Saddleback Worship Conference online today, when I heard some stuff that spoke right to who I am… It was from Dan Cathy, chief operating officer of the Atlanta-based chain, Chick-Fil-A. Here’s my random notes:
“If people don’t leave your church/organization and tell other people about what a GREAT EXPERIENCE they’ve had then you haven’t created RAVING FANS”
“It takes practice to play music” anyone can play notes (He’s a trumpeter for his church)
Almost 1 million fans on Facebook, started & maintained by fans
Over 4k Youtube Chick Filet Videos
People in Chicago started a campaign to bring Chik Filet to their city
2nd Mile Service = 1st Mile – head / 2nd Mile – heart
1st Mile is doing things by the book, the 2nd Mile is doing things from the heart.
The 2nd Mile is about going above and beyond – serving others from the heart.
It’s a lot easier to have a 99 cent menu than to change the hearts of 16 year olds (learning to serve, have integrity, character, etc.)
It’s not TGIF, it’s TGIM!
Make it personal. The business is a family. The kids played at the restaurant, with the employees.
It’s not just about eating good food – it’s about having an emotional connection. People cared, family, fellowship.
“These are people who’ve known me for 40 years.”
“Dad made it personal – he knew we could change lives by how we treat people.”
Eat more Chicken & Ispire more People / Burning Brush (books)
*don’t quote me on my quotes…
Those notes are random, I know – sorry I guess they are more for me. But if you notice on that graphic, Chick-fil-A is striving to CREATE RAVING FANS, and by doing so, they’re business is growing and they have what you CANNOT pay for: a GREAT Reputation! They live this out in three ways:
- Operational Excellence – they have a great product, and they do it right. Ever been inside a Chick-fil-A? Always clean, slick menu’s & ads, great food, etc. Imagine what is going on behind the scenes – all the operations, management, financing, planning, etc.
- 2nd Mile Service – going above and beyond. Serving others from the heart – not just handing them a Chicken Sandwich. Pulling out chairs, opening doors, smiling, saying “It’s my pleasure to serve you!”.
- Emotional Connections – It’s about people. We’re often told “it’s not personal…” what a crock. People hurt, people have feelings, people are God’s creation. Looking at people as more than customers – as real people, who have real needs, who may need just a little more than what they are paying for.
By living those tenants out, Chick-fil-A has become an incredibly successful franchise. And if you notice, they don’t have commercials on the major networks. They have RAVING FANS – who do their marketing for them, because they LOVE the company.
I think the implications for the church, or other organizations are obvious.
I’m seriously trying to figure out how to get in contact with Dan – anyone have any suggestions? (Follow him on twitter here)