Upon Him the foundation of her life was built. However, she would tell you this was not a disadvantage.Īt the age of 5 she was introduced to a perfect Father, her heavenly Father. Raised during the Great Depression by a single-mom after her father left when she was a baby, my mother’s childhood was far from ideal. Cathy.Įverything that is seen is the result of the unseen. But the “unseen” hero behind Chick-fil-A’s success is due in part to my mother, Jeannette M. Who is Jeannette Cathy? Much has been written about (and by) my dad, Truett Cathy, after he started one of the nation’s leading fast-food restaurants, Chick-fil-A. Kevin is the author of Employee Engagement 2.0: How To Motivate Your Team For High Performance.Trudy Cathy White Shares the Story of Her Mother, Jeannette Cathy In the spirit of Truett, It’s My Pleasure urges readers to think bigger than business, and to strive to build culture that reaches far beyond corporate walls to improve the lives of everyone it touches. Ultimately, Turner and others keep culture alive through inclusion and intention. Chick-fil-A employees have helped Chick-fil-A become just as known for its “Second-Mile Service” and delivering the signature response of “It’s my pleasure” as it is for delicious chicken.Įvery time an executive chooses to be last in line, or a restaurant staff member runs out in the rain to escort a mother and her children inside under an umbrella, Chick-fil-A founder Truett’s example of servant leadership lives on. It’s understood that every single person who walks through the doors of a Chick-fil-A restaurant anywhere in the country can expect to be treated with honor, dignity, and respect. Chick-fil-A guests also experience the company’s compelling culture. Turner suggests, when we start by telling the truth, other key strategies for stewarding talent, such as fostering an abundance mentality and understanding loyalty as a two-way street, fall more naturally into place.Ĭhick-fil-A’s culture isn’t just felt and lived by Chick-fil-A employees. It’s also the kindest thing you can do for an employee, and creates a culture of trust that prizes individuals and relationships. In the midst of a world that’s grown tired of corporate doublespeak, conveying the truth in a respectful way when it comes to performance, expectations, and more is revolutionary. Offering opportunities is important, but stewarding employees starts with one transformative practice: Tell the truth. Investing in the people already on your team is a vital piece of cultivating strong culture. Turner writes that nurturing both emerging and seasoned talent is key. As Turner notes, an individual with character will treat everyone they come across with respect and kindness, no matter their position. For example, Turner observes the way candidates treat other employees like receptionists who are not traditionally seen as having any sway in hiring decisions. These qualities are harder to gauge than traditional factors, but she claims it is possible if you commit to deeper observation. Finding people who fit is one of the most important components of creating a compelling culture that lasts––and it’s also one of the most difficult to get right.Ĭhick-fil-A’s proven talent selection process focuses on three C’s: character, competency, and chemistry. Turner recruits people who identify personally with Chick-fil-A’s culture. At Chick-fil-A, Turner and others enroll people in its culture in three key ways. The religious influence is explicit in the company’s purpose, “To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come into contact with Chick-fil-A.”Ĭonceptual pillars such as purpose, mission and values will map the way to a compelling culture, but Turner points out it’s people who will live the culture out. Why does the company exist? What motivates it? From the start, Truett Cathy based his company on Biblical principles, and operated in a “servant leadership” style long before it was called that. It’s My Pleasure explains that creating an intentional, compelling culture begins with understanding the company’s purpose.
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