In this episode of Culture From the Heart Podcast, hosts Larry Levine and Darrell Amy are joined by Michel Harding, the owner-operator of Chick-fil-A, to discuss the foundational principles behind Chick-fil-A's renowned company culture. Michael reveals the intentional strategies and touchpoints he uses to foster a loving and supportive environment for his employees, emphasizing that the restaurant is in the people business, not just the chicken business. From personalized team member dinners and birthday desserts to intentional onboarding practices, Michael shares how his dedication to caring for his team has led to high engagement and exceptional service. This episode provides valuable insights for leaders looking to enhance their organizational culture by focusing on the well-being and development of their people.
KEY TAKEAWAYS
- Culture is about consistently and intentionally loving on people, not just serving products.
- Employees who feel genuinely cared for are more engaged and provide better service.
- Hiring for attitude and cultural fit is prioritized over simply filling positions.
- Personal touchpoints and recognition (like birthday desserts) foster a sense of belonging.
- Leadership means serving and supporting employees through both challenges and celebrations.
- Start building culture with small, intentional steps—refine and add over time.
QUOTES
- “We are not in the chicken business. We're in the people business.”
- “Cared for people, care for people.”
- “If you can love on your people, they will actually run through a brick wall.”
- “Our team members will never treat their guests better than they are treated.”
- “Just start with one thing. It's not all or nothing.”
- “The more you know about your people, the more you grow with your people.”
Learn more about Darrell and Larry.
Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/
Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/
Connect and learn more from Michel Harding.
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