Month: October 2013

…. but she thinks I am. Meet Lydia. She is one of our faithful guests at the Chick-fil-A of Wesley Chapel. Her friend, Brenda, brings her to eat lunch, talk, and work on jigsaw puzzles. The first time I met Lydia, she referred to me as “Mr. GQ”. I couldn’t help but laugh. I was tired, and dressed head to toe in Oobe work apparel. Dashing? Not in the least. But we had a blast that day. I’ve gotten to know her over the past few months… and always try to stop by her table to say hello. Her puzzle of choice today? Dora the Explorer. So as I sat for a few moments helping her with the puzzle, I couldn’t help but smile. You see… Lydia has Alzheimer’s… and it’s pretty advanced. She’s a special lady, and I’m so thankful God has given us the opportunity to be a bright spot in her day. As for “Mr. GQ”… I’ll own it for you, Ms. Lydia!

I just returned from Recurring Operator Training at the Chick-fil-A Home Office in Atlanta, GA. Incredible time! My operator, Dean Sandbo, graciously allowed for myself and fellow leader, Kyle, to accompany him as we will both be taking training director roles in the near future.

Boy did we cover a lot! The corporate trainers are top-notch. From the recipe for biscuits, to the recipe for service… it was clear that we ALWAYS have room for improvement.

So coming back to the local store, we have a vision to share… or maybe, rather, to refresh. We also have plans and procedures to help us strive daily for flawless execution. But why? For what purpose? A better quality food? Sure. A remarkable experience in the restaurant? Yep. But I go back to the fundamentals in terms of motive. And for me, that is a genuine LOVE for my guests… as well as for my fellow team members. Because when you love…. you care. Truly. And it takes you from a “punch in and out” routine and mindset, to an incredible culture for your team and for anyone who visits the restaurant.

I leave you with these thoughts:

[1 Corinthians 13 – CFA Version]
If I bake my biscuits correctly, If I refresh every beverage, If I bread the chicken to perfection, If I clear every tray, If I put the right amount of sugar in the tea, If I clean every window, If I am accurate with every order, If I make my Chick-fil-A profitable…. yet I don’t have a genuine LOVE for my guests and felIow team members… I. AM. NOTHING.

Is loving someone… genuinely… difficult at times? Yes! Of course. But we all must remember that “Every Life Has A Story”… we just have to take the time to read it. If that doesn’t affect you… if that doesn’t cause you to have compassion and motivate you to make a difference, check the temperature of your heart.

Making money is great, but a genuine care and compassion for people is not only the core of Chick-fil-A, but it was the passion of Jesus Christ. He ALWAYS had time for the individual.

Go love on some people today!

(Brian Hogan – Corporate Trainer, Art Terkeurst – Operator, Dean Sandbo – Operator, Kyle Snipes – Team Leader)

Just completed a 15 hour day at Chick-fil-A. That rhymed… ok, moooooving along. I won’t even tell you about the guy that rode through drive-thru on a horse, or how incredible the second night of orientation went with the new hires. Instead, I want to share about meeting a couple gentlemen today, probably in their 60s. The one was clad in a Hawaiian shirt and Desert Storm U.S. Coast Guard hat. It was his first time at CFA. Found out he was visiting from Milwaukee, Wisconsin. Cool! My wife is from that area. We clicked right away. Later, I visited the two guys at their table and sat down with them. They asked me how long I had worked at CFA. I told them my story, and how I would love to operate my own store someday. The friend of the man from Milwaukee then says, “If Chick-fil-A decides to give you a store someday, I will pay the $5,000. And if you need more, I will help you”. WHOA!! How awesome is that for a confidence boost?! He was absolutely serious. Our guests are truly amazing.

Spending my evening with a class of new hires has to be one of my favorite things… it’s definitely more of a revival service than an orientation class! I wish each one of you had the opportunity to listen to my operator, Dean Sandbo (pictured below), share his heart. His passion and drive are incredible. I can promise you this: It all boils down to people. So blessed to be a part of it!