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”