Dan Cathy visited our restaurant on Thursday. His jacket read "Dan T. Cathy, Customer Service." When he is asked what he does at Chick-fil-A, he always replies, "I'm in Customer Service". While he does hold the title of CEO and President, he is exactly right. We are all in the customer service business. We strive to serve our guests in a way, that will influence them in a positive way.
His visit was heralded with very little fanfare, but with lots of excitement. Dan makes visits to the stores, as he can, so such a rare opportunity for him to be in Bristol was a great opportunity for us as a team to hear from such a great leader.
There was only one difference: Dan wasn't there for us to see him. He wasn't there to make a big show or to "check on us" in an operational way. He only took about 5 mins to tour the restaurant. No, Dan was there to listen to us. Several of us gathered around a couple of pulled together tables in the dining room, and one by one he went around the table asked us to share our Chick-fil-A story. And he listened, actively. Interested to get to know the team and to hear their stories. In an age when the younger generation are striving to be heard, the President of our company took time to listen. That is something they will never forget.
For many of our team members, this is a first job, a first foray into the wonderful world of work. Many of their stories are just starting, many of them have no plans to make Chick-fil-A their career path, and that's ok. We bring them in, train them, lead them, and release them to do whatever it is they are called to do.
Haley, who serves on our prep team, probably said it best. She said it was scary trying something new, something she had never before attempted. Dan, actively listening, commented.
He gave us a challenge to embrace the scary stuff. Do things that you've always wanted to do but never had the gumption to try. In embracing the scary stuff is where we find growth. It's where we find meaning in a world that gets routine at times.
Take that chance. Make that call. Do that deed. Serve that person. Embrace the scary stuff and see what can happen in your life.
No comments:
Post a Comment