An Interview with Dan Cathy [Video]

Several weeks ago, I had the privilege of hosting the Chick-fil-A Leadercast Backstage program. I interviewed several notable authors as they came off the stage, including John Maxwell, Seth Godin, Sir Ken Robinson, Dan Cathy, Suzy Welch, Frans Johansson, and several others. I thought I would share these with you over the next several weeks.

In this interview, I talk to Dan Cathy, President and COO of Chick-fil-A. He is the son of S. Truett Cathy, who founded the company in 1946. I met Dan a few years ago, and we had immediate rapport. We shared the same values and interest in leadership. He embodies Chick-fil-A’s customer-centric business model. He has since become a friend and mentor.

As I interviewed him, we talked about several topics, including:

  • The reason service is so important to Chick-fil-A
  • Why service is one of the best ways to distinguish your organization
  • Why a consistent brand experience—that is, predictability—is so important
  • How extraordinary service can create opportunities to meet people’s real needs
  • How Chick-fil-A recruits such amazing people, using the filter of competency, character, and chemistry
  • The reason why Chick-fil-A is committed to reaching out to the business community
  • How God wired us to get pleasure in giving rather than taking (and how Chick-fil-A has built this into their business model)
  • Dan’s vision to help people “live, love, and lead”

If you are interested in learning more about Dan, read his blog and follow him on Twitter and Facebook. And while you’re at it, eat more chicken!

Question: Which of Dan’s comments resonated with you? You can leave a comment by clicking here.
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  • http://www.frymonkeys.com Alan Kay

    Great perspective about the relationship between the staff and customer and how much they matter in a business where it often pays to standardize so much that the staff and customer are diminished.  

  • http://richardwestley.com Richard Westley

    I’m chewing on the opening comment about “service” being the difference maker for an organization and not the product.  The product can be tweaked and adjusted.  A new and upgraded product and be introduced into the market.  But service is the intrinsic value that customers are looking for from a place of business. 

    Has Chick-Fil-A written a book about their organization of service like Disney’s book on the same topic?

    • http://michaelhyatt.com Michael Hyatt

      I am not aware of one, but I think there might be something in the works.

      • http://www.jeffrandleman.com Jeff Randleman

        Truett Cathy wrote Eat Mor Chcken, Inspire More People.  It sold primarily through their stores, but I believe you can get it other places as well.  Great look into the story of Chick-fil-A.  I bought it and read it in late 2009.

        • http://stevencribbs.com Steven Cribbs

          I haven’t read that one yet (I have heard good things and would like to read it). Though, I have read his book “It’s Beeter To Buid Boys Than To Mend Men” – great perspectives and a different look at the man that started this incredible restaurant.

          • Anonymous

            He also wrote It’s Easier to Succeed Than to Fail which is autobiographical as well as instructive.

          • http://www.jeffrandleman.com Jeff Randleman

            And that one sounds great as well…  My reading list just got longer by two books.

          • http://www.jeffrandleman.com Jeff Randleman

            I think I need to read that one.  You’re not the first to mention it to me recently.

          • http://stevencribbs.com Steven Cribbs

            I really appreciated the book.  I wrote a short review of it here.

          • http://www.jeffrandleman.com Jeff Randleman

            Ha!  Turns out I already have it.  It’s in my stack of books to be read this summer.  Which isn’t shrinling much…

          • Jmhardy97

            I agree, I need to read it also.

            Jim

    • Joe Lalonde

      I would look forward to reading a book about Chick-Fil-A. I think it would be a great story to read.

    • Jmhardy97

      Service is the difference maker for them! Dan has written the book! They have impressive service with a smile.

      Jim

    • http://www.nathanmagnuson.com/ Nathan Magnuson

      CFA VP Mark Miller wrote “The Secret” along with Ken Blanchard on CFA’s SERVE model.

  • http://www.gospellab.com Gospel lab

    My daughter works at Chick-fil-A and the other day a guy asked her if it was just her or was it Chick-fil-A that taught them to be so hospitable.  My daughter told him that Chick-fil-A wants to treat their customers that way.

    Of course, I would like to think it was just my daughter.  :)

    • http://michaelhyatt.com Michael Hyatt

      I don’t know why other restaurants don’t provide this same training. Or for that matter, why don’t parents?

      Thanks for your comment.

      • http://www.gospellab.com Gospel lab

        I actually had an older gentleman ask me why I made my daughters say “yes mam” and “yes sir.”

        As a young parent back then I thought it was the normal thing to do to teach them to have respect. 

        And people wonder why kids these days don’t respect  authority.

        God is an authority, and I definitely want my girls to respect Him; I believe it first starts with respecting your earthly parents.

        • http://stevencribbs.com Steven Cribbs

          Wow…someone asked why you would encourage using yes sir and yes mam?!? And from an older generation. Respect is a big topic in my house. We don’t always get it right; but, I believe that it is one of the most important things that we can share.

          • http://www.jeffrandleman.com Jeff Randleman

            Agreed!!!

      • Joe Lalonde

        Michael, I feel even retail stores and other markets could benefit from the type of training that Chick-Fil-A gives.

        Imagine getting a “It’s been my pleasure” from a cashier at a local retail chain? If these companies made a change like that, I think it could help a lot of the lagging sales that they’ve had.

        • Jmhardy97

          Joe you are correct, but I do not believe most want to invest the time and money.

          • Joe Lalonde

            Jim, I believe that is true. However, if they invested the time and money I think they’d be surprised at the huge return they’d gain from it.

    • Daniel Meese

      I worked for Chick-fil-A for 3 and a half years, and it all started with one week of training. Most of the training had to do with customer service & satisfaction. A year or two ago they implemented the “Core 4″ which was the following:
      Stay connected
      Keep eye contact
      Speak with an enthusiastic tone
      Share a smile

      By emphasizing these specific aspects of customer service, the bar was raised from “awesome” to “unbelievable!”, and we never stopped outdoing ourselves.

      I worked at the Chick-fil-A in Cool Springs (Franklin, TN) by the movie theater, but all Chick-fil-A’s (as Dan Cathy said) share this same customer service expertise.

      • http://michaelhyatt.com Michael Hyatt

        Thanks for sharing your experience, Daniel. That’s good to know.

      • http://brevis.me Robert Ewoldt

        That’s great, Daniel! I’m so impressed with Chick-fil-A’s customer service
        standards.

  • Sara

    “Commit your ways to the Lord…” I love this interview.  I love his restaurants. The one in Dulles Mall, Va. is wonderful. I have never been disappointed as we travel to be very happy when we see his sign. 
    Thanks for the inspiration both here and there!

  • http://beckfarfromhome.blogspot.com/ Beck Gambill

    The Cathy’s are a great family, Dan’s son Andrew was my brother’s best man in his wedding. I think the values of dignity, honor and respect are rooted in their hearts. It’s not a marketing ploy, they’re training from their heart what their core beliefs are. Refreshing and so convicting to pursue whatever we do with the same conviction.

    • Jmhardy97

      Beck thank you for sharing. It is great to hear about authentic leaders and authentic leadership!

      Jim

  • Anonymous

    Used Google Chrome to load your blog.  No problems on this end.

    • http://michaelhyatt.com Michael Hyatt

      Good. I am getting mixed reports.

  • Anonymous

    My notes:

    1)  People want to be treated with dignity, honor, and respect.  This is in high demand, but low supply.
    2) Great service becomes a part of your brand when it’s very predictable.
    3)  Ministering to people in an unexpected place.
    4) Keep your leadership close to the customer.
    5) Character, competency, and chemistry–is this someone we would want our son or daughter to work for?
    6)  Commit your (selling chicken) to the Lord, and I will direct your paths.
    7)  Love his commitment to God’s Word for guaranteed life instruction.
    8) Live, Love, and Lead
    9) When asked about his dreams, Cathy never mentioned business growth or money.

    My responses later as I have time.  This has been my favorite interview so far.  Thanks for sharing this.

    • Anonymous

      # 6 obviously should read “He will direct your paths.” 

    • http://michaelhyatt.com Michael Hyatt

      I’m glad to hear it was your favorite!

      • http://www.jeffrandleman.com Jeff Randleman

        This one has to be my favorite as well.

      • Anonymous

        It was very motivating. I was so impressed with how his dreams didn’t include x numbers of new locations or profits, but how his organization could help more people. Very encouraging.

    • http://stevencribbs.com Steven Cribbs

      I appreciated number 5. I know an owner/operator and a young man that is on track to be one in the next few years. The importance that is placed on the character and integrity of the individual sets the tone for the rest of the organization. I am impressed with the standard that they teach and expect.

    • Jmhardy97

      Karl,

      Great list. This is one that I need to take to my leadership development class for my employees.

      Jim

  • http://markjmartin.com Mark Martin

    Chick-fil-A was my first job.  I stayed with them from the time I was a teen until four years ago. It was a great place to work.  I learned a lot of leadership principles during my time there.

    As a former employee, I can testify to what he said.  A couple of things that stood out to me.1.  Creating Raving Fans2.  The Customer is Always right.3.  “My Pleasure.”  It became so automatic to say it that I would catch myself saying it everywhere, even away from work.4.  Their heart to give.  My owner/operator was an extremely generous person.  5.  Finding new ways to treat the customer well.  One year, and they may still do this, they gave away free chocolate covered strawberries on Valentine’s day and cut the biscuits in a heart shape.From the outside looking in for the last four years, I’ve seen them continue this model of excellence.  Our nearby Chick-fil-A has started having employees taking orders outside at the car when the drive thru line is busy.  No wonder everyone loves Chick-fil-A!

    Thank you for sharing this interview!

    • Joe Lalonde

      Mark, it’s great to hear a former employee able to testify to what Dan said. Shows it is not just smoke and mirrors but truth.

      I like your fifth point. That’s a very unique thing to do for Valentine’s Day. I’m surprised we don’t see this more often, even at expensive restaurants.

      • http://markjmartin.com Mark Martin

        I these kinds of things aren’t done more often because it takes more work.  The status quo is easy.  It doesn’t take extra effort to serve the same product in the same way every day.  
        I saw an article headline the other day that said “The ‘New Normal’ is an excuse for lowered standards.”

        It takes creativity and extra commitment to do the extra things.But going the extra mile works.  We had raving fans.

        • http://markjmartin.com Mark Martin

          *I think these kinds of things…

        • Joe Lalonde

          Mark, sadly I think you and that headline are right.

          And I agree about going the extra mile. We do not have a Chick-Fil-A anywhere near us. However, I’ve heard friends and family raving about them. I’ve been fortunate to have been able to eat there twice. Both times were a very enjoyable experience.

          • http://stevencribbs.com Steven Cribbs

            I think it says a lot when you use a phrase like “fortunate to have been able to eat there twice” – it is not that often that we talk about being fortunate to have eaten at a fast food restaurant!

          • http://brevis.me Robert Ewoldt

            That’s amazing.

          • Anonymous

            That’s a great point!

          • Joe Lalonde

            Steven, that is true. The second time I even went out of my way to get to it and was almost late delivering some parts to a customer.

          • Jmhardy97

            So true!

            Jim

        • http://stevencribbs.com Steven Cribbs

          That headline seems to be true in so many ways…gives me all that much more desire to raise the bar in what I do.

        • Jmhardy97

          Mark,

          you are correct. I think it is John Maxwell who says that people don’t want to pay for average. He uses that example that you don’t go to an average food establishment to have an average hamburger and average fries!

          Jim

      • http://www.jeffrandleman.com Jeff Randleman

        I especially like it when the take the orders outside in the line when busy.  That shows commitment to their customers that stands way out above the crowd.

        • Joe Lalonde

          I haven’t seen that happen, then again I’ve only been to two Chick-Fil-As.. Though it reminds me of Fazolis years ago when they used to pass out breadsticks to those waiting in line. A simple gesture can add so much goodwill.

          • http://www.jeffrandleman.com Jeff Randleman

            A frozen custard place in a nearby town does it as well.  It really speaks volumes…

        • http://markjmartin.com Mark Martin

          The more I think of it, the more I remember so many above and beyond measures we took.

          We would deliver corrected orders when we found out we had made a mistake and someone called to let us know it was wrong.  That’s above and beyond.

          • http://www.jeffrandleman.com Jeff Randleman

            Love that!  But it never happened to me….  Then again, I’ve never had them get an order wrong…

    • http://www.jeffrandleman.com Jeff Randleman

      My brother also worked for them for a few years through high school and college.  It provided a lot of life experience in leadership for him as well.

      • http://markjmartin.com Mark Martin

        It was a good first employer for me. 

        They were always flexible with my changing schedule through high school and college.  Not to mention as a Christian it was great to know I would not have to work on Sundays.

        I learned a lot as a manager in the store.  Though food service was not my calling, it helped me and I use what I learned in my current vocation.

        • http://www.jeffrandleman.com Jeff Randleman

          I think my brother would agree, based on his experiences.

  • Tracy Hoots Hoexter

    What an inspiration! Thank you for sharing another great interview.

  • Henry

    Dan’s comments about Live, Love, and Lead struck a strong note with me. What a concept for a business model! I have always enjoyed Chick-fil-a food and I have come to admire their level of service to their customers. 

  • http://LookingForPurpose.com Dylan Dodson

    Great interview. Hard work and doing things the right way pays off. I am always amazed that every single Chick Fil A is always as equally as positive as the rest.

  • Joe Lalonde

    Mike, this was a very enjoyable video. It’s great hearing from someone at a company such as Chik-Fil-A. It seems like they are a very upstanding and responsible company when it comes to what they have been given. I just wish they’d open up a store in our area.

    Here’s some of my favorite points from the video –

    My pleasure – It’s a different experience to hear someone say “It’s my pleasure” instead of “You’re welcome”. Just thinking about the words “It’s my pleasure” makes me want to smile while thinking about “You’re welcome” doesn’t do much for me.

    Predictability – I like this. I think it’s nice that they try to make it as easy as they can for people to know what’s going on with the store and company.

    Daddy/Daughter Date Night – Great, great, great idea! It’s encouraging to see a restaurant, even a fast-food joint, doing this. It’s nice to see them encouraging family time.

    Fathers of Five Daughters Filter – Another great idea on how to hire employees. Why in the world would you want to have someone working for you that wouldn’t meet your standards in other areas of your life?

    22000 out of 90 – That’s a HUGE number of applicants for such a small number of positions. Amazing.

    Competency, character, and chemistry – Great characteristics to look for in someone. I think character and chemistry are probably the two most important as they are harder to teach than competency.

    Live – health and wellness, love – relationships, core, marriage, lead – influence and learning; Great ideas to live by.

    • http://www.jeffrandleman.com Jeff Randleman

      I agree!  I was just at Chick-fil-A on Friday evening.  I noticed the “It’s my pleasure” for everything, including my order and my drink refills.  What a way to make a pleasant experience even more pleasurable!

      • http://brevis.me Robert Ewoldt

        I love that!

        • http://www.jeffrandleman.com Jeff Randleman

          It made my  day!

  • http://www.endocreative.com Jeremy

    I have really enjoyed this Leadercast series.  I always like what Chick-fil-a has to say about applying Christian ethics in the business world.  I agree that customer service is in high demand right now, but hard to come by in a consistent manner.  I started my own company last year and have tried to focus on customer service as the factor that can set me apart from other companies in my industry.  Thanks again for this engaging content. 

  • http://brevis.me Robert Ewoldt

    This was a great video!  It made me want to patronize Chick-fil-A more.  I’m really glad to hear that Chick-fil-A focuses on customer service, rather than just on their food, or their efficiency.  I was also excited to hear about the Daddy-Daughter nights… I’ll have to see if my local Chick-fil-A does this.

    • http://www.jeffrandleman.com Jeff Randleman

      The one nearest to me just had their “Princess Night” the other day.  My daughters loved it!

  • Brian Beatty

    Thanks for this look “behind the purple curtain”. We are striving to employ the same principles at our church knowing that the “product” is essentially the same from church to church – but the level of customer service and/or satisfaction is always the variable. Thanks, Mike for a GREAT interview. Did you get any free waffle fries?

    • http://michaelhyatt.com Michael Hyatt

      No, but I bought some today!

  • http://www.ChrisLoCurto.com Chris LoCurto

    I LOVE Chick-fil-A’s customer service. I teach entrepreneurs about it at all of my events. I believe that you don’t actually go to CFA for their great sandwich, but for their incredible atmosphere. They have truly created an experience!

    • http://www.jeffrandleman.com Jeff Randleman

      I agree 100%!!!

    • http://michaelhyatt.com Michael Hyatt

      So true. They get the whole experience thing.

  • http://www.adonislenzy.com Adonis Lenzy

    Loved it.  Thanks for posting this.

  • Stephanie

    I love his comment about how people today crave to be treated with dignity and respect. Absolutely true! I don’t eat at fast food restaurants very often, but I eat at Chick-Fil-A because I know I’ll be treated with kindness and respect. And I love that they play Christian music!

  • http://www.jeffrandleman.com Jeff Randleman

    I love the spiritual committment that Chick-fil-A strives for.  I believe that this has been a huge contirbuter to their success. 

  • Fast Thoughts

    Mike, it is one thing to have a great person to interview, obviously as Dan Cathy was, it’s another to pull great content from that person, which you did!  Powerful.  I just sent it to my team here at GSF and then to my extended family.  Here’s to great leadership!

    • http://michaelhyatt.com Michael Hyatt

      Thanks, Greg. You are too kind!

  • http://cynthiaherron.wordpress.com Cynthia Herron

    Loved this interview! Our son had the opportunity to hear S. Truett Cathy speak at a College of the Ozarks’ convocation some months ago. Dan Cathy obviously exemplifies “the apple doesn’t fall far from the tree.” What a godly, principled gentleman!

    Something from this interview that resonated with me was Mr. Cathy’s view on brand/predictability. I’ve heard this addressed so many times in so many ways, but Dan reminded us, too, that predictable doesn’t equate to “boring.”

    • http://michaelhyatt.com Michael Hyatt

      I thought that was powerful, too. They do a great job of being predictable—in a good way.

  • http://stevencribbs.com Steven Cribbs

    There are many things that stand out to me in Dan’s comments! One of the top comments…

    “People are starving for honor, dignity and respect.” That is a huge statement for me. It seems like everywhere I look I see dishonor and disrespect becoming the norm because people are becoming much more focused on themselves to the detriment of others.

    I also liked the comment about predictability and the “two pickles on every sandwich”.

  • Stacy Harp

    This was a nice interview.  I have to tell you that that I have never eaten at a Chick Fil A, ever.  I did have a taste of their food one time that was catered in for some event, and it didn’t impress me at all. It was soggy, didn’t taste very great and well, underwhelmed me. Maybe that’s why I never bothered to go to one of their restaurants.  Anyway, I’ve heard from others that their food and service is great and after seeing this interview, I may just drive across town sometime to check out the one place that they have in my area…about 30 min away. 

    • http://michaelhyatt.com Michael Hyatt

      I think it’s worth it. We go there at least once a week.

  • http://twitter.com/CoachTheresaIF Theresa Ip Froehlich

    We lived in Atlanta for two years and ate at Chick Fil-A a few times. I was always impressed with how they stuck with their commitment to honor the Sabbath by not opening for business on Sundays.

    In three words, Dan summed up the hiring criteria for any business that would have minimized unnecessary turnover: character, competency, and chemistry. Great buzz words for getting the right people on the bus.

    Dan Cathy highlighted an important motivation for business: to serve others. This is another evidence of how God honors us when we honor his word. “Each of you should look not only to your own interests, but also to the interests of others.” (Philippians 2:4)

    Thank you, Michael, for bringing Chick Fil-A to us.

  • http://twitter.com/CoachTheresaIF Theresa Ip Froehlich

    Michael, I posed a question a few days ago and I imagine you haven’t had a chance to see it.

    I was wondering if there is some way you can facilitate your followers to connect with one another. Many or most are already on FaceBook and Twitter. If there is something some links can be added here so we can follow each other, we can strengthen our sense of community.

    Just a thought.

    • http://michaelhyatt.com Michael Hyatt

      Theresa, sorry I missed that. Disqus has been having problems with email notifications. I think I missed a lot of messages.

      I can’t do more than what Disqus offers. Have you tried clicking on the person’s photo or linked name? That should either take you to their Disqus profile or website. Thanks.

      • http://brevis.me Robert Ewoldt

        I like clicking on people’s names and seeing the website that they’ve put
        together. Your site has a large blogger following, and it’s good to get to
        know new blogs.

  • Anonymous

    Came across this just now.  The Truett Cathy Method for Success   https://docs.google.com/viewer?a=v&q=cache:KKDqWFALVt0J:truettcathy.com/pdfs/5%2520Step%2520Recipe%2520for%2520Success.pdf+truett+cathy+success&hl=en&gl=us&pid=bl&srcid=ADGEESiVxOZO0gon7N8qbNXqdH8UDX0mgJqqwWFKYeSU4qT6JcdvqrnxagrCEH0NW51f0PoCa99l2Vt_xlVrVrqvP0FPNW7oVknv5tqg5GBFpbTjaRVaxYMrpMtrshrxZ9Sl7TPieAHP&sig=AHIEtbRcnEAb9VR7iW53480i49KdJGk-_w

  • http://somewiseguy.com ThatGuyKC

    I have been a Chick-fil-A fan since my freshman year at Texas A&M in 2001. Sadly, I live in Seattle which is 500+ miles from the nearest restaurant. There isn’t even one in Washington or Oregon state.

    Please come to Northwest!! I’m going through terminal withdrawals.

    • http://brevis.me Robert Ewoldt

      My entire family lives on the west coast, and they’re really missing out.
      Sorry :(

      • http://somewiseguy.com ThatGuyKC

        At least we can commiserate. I might have to drive all the way to Boise
        State University or California.

  • Anonymous

    What a charismatic leader! I so appreciate how Dan intricately weaves biblical principles and truths into his business philosophy. 

    CNN recently listed the top 10 Christian companies in America and purposefully didn’t list Chick-fil-a, due to their reputation.  Essentially, there was no need to list them, because they are so widely known as a Christian company.  It makes you stop and think about your own reputation, “Would you need to be added to a list for people to recognize your faith?”

    Hoping for a backstage interview with Mack Brown!  Hook ‘Em!

    • http://michaelhyatt.com Michael Hyatt

      I have the Mac Brown interview. He was pretty amazing, too. I hope to run it in the next few weeks.

  • Harrisonp

    Excellent interview!  I appreciate the great customer service insights and the implementation of core, faith values.

  • Al Pittampalli

    Service, service, service. Absolutely right. Whenever a brand scales, the service usually suffers. When a big company does it right, you notice, and they win.

    • http://brevis.me Robert Ewoldt

      Good point!

  • http://www.facebook.com/jon.stallings1 Jon Stallings

    I took my daughter to the father daughter date night. It was a great event.  I loved to hear Dan Cathy talk about how God has us wired to be givers.

  • http://www.facebook.com/profile.php?id=1383965280 Tim Young

    Inspiring! Thank you for sharing this interview.

  • Pat Katepoo

    “No problem” is the consistent reply I get from most young customer service people today after I say thank you. “My pleasure” is a refreshingly welcome change. Yea, Chick-fil-a!

  • Ellen Schmeding

    I do think that we are hard-wired for giving, and it great to see a company build their brand around this concept.

  • http://twitter.com/jmhardy98 Jim Hardy

    Dan has a great perspective on customer service and it shows in his stores. There is no Chick-filet where we live, but when I travel it is a must stop. All because of the service (and the strawberry shake of course!).

  • Jmhardy97

    Great message on customer service. I love the smiles and their strawberry shakes!

    Jim

  • canderson

    Great interview! Thanks for sharing. Here’s another great video, by the permission of CFA, from the Chick-fil-A leadership team. It’s a roundtable discussion.

    http://www.soderquist.org/videos/lessons-from-chick-fil-a.html

    • http://michaelhyatt.com Michael Hyatt

      Excellent. Thanks for sharing that.

    • http://brevis.me Robert Ewoldt

      Great video! Thanks for sharing it.

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  • http://twitter.com/KarenJordan Karen Jordan

    My grandson worked for Chick-Fil-A, and he made some great friends there. He also learned a lot about work ethic and manners. A great place for young people to work! 

  • Cindy

    Thank you so much for the video of your interview with Dan Cathy. I attended my first Leadercast in May and was bowled over by the content, the presenters, and the feeling of connectedness that flowed over the airwaves. I really was “there” in Atlanta with the speakers.

  • Judy Parker

    A great interview with a Godly man. My only complaint is that there is not a Chick-fil-A in Anchorage, AK where I live. Michael, could you please convince  Dan to open one there? :-) 

    • http://michaelhyatt.com Michael Hyatt

      I’ll do my best!

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  • http://www.tnealtarver.wordpress.com TNeal

    Good interview and one worth sharing with my two brothers who are currently developing a business plan for a possible new start up.–Tom

  • Gretchen Kindrick

    I don’t work for chick-fil-a but do work for the largest food banks in Alabama. Our director has the same work ethics as Mr. Cathy.  Our service and relationship with people…both those who are hungry, the agencies who get their food from us, vendors, those who donate….. everyone we speak to is the most important part of our job.  We are constantly reminded that answering the phone is one of the most important things we do.  Generosity and always going that extra mile is just what we do.  We have been told many times how much our kindness and compassion has meant to different people.  One of the key components is that the director practices what he preaches.  He has amazing standards, upholds them, and lives them. I LOVE that I not only have the freedom to be compassionate and kind ,but encouraged to do so.  You may think that all food banks are like ours, but they are not.  My boss is a true leader.  He sets the tone for all of us, and that is what Mr. Cathy has done.  He not only says the right things, he does the right things.  An amazing man.

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  • http://www.forward-living.com W. Mark Thompson

    My favorite is: Live | Love | Lead
    For some reason I draw near to quick, pithy, powerful sayings and catch phrases like that.
    But I think most of us do.
    I really can appreciate the sincerity in the interview.
    Class act.

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