Truett Cathy, Chick-fil-A Founder, said it years ago,
Hairnets, Chick-fil-A Chef Hats) must hold back any loose hair falling in face and/or potentially food. – Hair accessory used to restrain hair must have no loose, jeweled or beaded parts. Facial hair (other than a mustache neatly trimmed to length of ½' or less) is unacceptable. Chick-fil-A Hair Requirements. Handbook carefully and thoroughly and keep it for future reference. Material presented in this handbook is for informational purposes only. Nothing in this handbook is a contract or employment guarantee. Employment is terminable at will, with or without cause, at the instance of either party.
“We can change lives by the way we treat people.”
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That quote was shared this week by Mark Cathy, one of Truett’s grandsons, at a Chick-fil-A hospitality event. There were many other good quotes and some really good tips on changing the culture of an organization – or creating a good culture to begin with. I loved hearing about the “Core Four” that Chick-fil-A embraces in their organization as traits they expect employees to role model. Here they are, along with my thoughts on each of these from a leadership perspective and how they can improve our relationships at work and at home:
- Make eye contact – this is a great way to show someone that you are trying to connect with them, whether it’s a customer or a fellow co-worker. Making eye contact is an important part of how we communicate. Have you ever been in the grocery store checkout line and the cashier won’t look at you and make eye contact? Doesn’t that make you feel like you aren’t important and they really just wish you would go away? Have you ever had your child come home from school and not look you in the eye? When that happens, you know something is wrong. It’s a little thing – or is it? There was once a quote by someone that went something like this: “Eyes are the window to the soul.” Making eye contact is a huge part of being transparent with our emotions and honest with ourselves and each other. Until we make eye contact, we can’t connect with someone and we will not be able to fully communicate anything. If we can’t connect, we can’t communicate.
- Smile – Chick-fil-A carefully selects the people who will be a part of their organization and one of the main criteria is a smile. Mark Cathy said, “We look to see if someone is smiling because if they are smiling that means they care.” Just a smile can make someone’s day in a huge way. A real smile will lift your spirits up and also anyone who sees you smile. It’s incredible how much our physical actions affect us physiologically and emotionally. Try it – the next time you are in a store or the mall, practice just walking around and when someone glances your way, give him or her a real, genuine, smile. When you see your spouse for the first time after a long day at work – make the first thing they feel is a wonderful smile that shows them how glad you are to see them. Take it one more step – next time you answer the phone, smile. It’s incredible how much it will lighten up the conversation and change how that person feels about you in a positive way. And that brings us to number three….
- Speak enthusiastically – So much of our communication is not in the words we actually use but in our tone of voice, body language, facial expressions, etc. Yet, speaking enthusiastically is a wonderful way to communicate joy, happiness, and a genuine interest in the customer (internal or external). How many times have you reluctantly agreed to something and communicated in just your tone of voice how you really weren’t interested after all? This happens just as much in our family lives as well as at work. When my husband Mack asks me to do something, I try to make it a point to say “Yes” when I can, and say it enthusiastically so that he knows I truly mean “Yes” and not “No.”
- Stay connected – Chick-fil-A likes their employees to stay connected. This means they like to see employees building relationships with customers. For them, it’s not about selling a chicken sandwich but making a difference in someone’s life as they experience Chick-fil-A. Think about this from your own perspective – what this really means is that Chick-fil-A values the relationships and the positive influence we can have when we build a relationship. Indeed, until we build a relationship with someone, we are not able to lead them or influence them at a high level. Connecting with someone is a critical leadership skill that we can all improve on. It takes energy to connect and we always have to be willing to be the first person to make that connection. When I worked in the restaurant industry waiting tables, I learned how important it was to stay connected with my customers. At the gym where I teach group fitness classes every day, I know how valuable it is for my class when I stay connected with them. It shows I truly care about who they are and their life away from the gym.
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Mark Cathy went on to talk about second mile service and servant leadership, but he said that the “Core Four” were the foundational items on which the culture at Chick-fil-A is built on. He shared how Chick-fil-A encourages employees to be genuine, proactive, and follow warm-hearted impulses, but really, all of these things cannot happen unless the “Core Four” are in place first. These four things can absolutely change the culture at work but they can be transformational when applied in our personal lives and relationships. Think how we can change a life by the way we treat that person and make it a positive change. Each and every time we interact with someone is an opportunity to make a difference in their life – what will you do with it?
Ria is a motivational leadership speaker and life coach with a powerful story of overcoming adversity and transformation from victim-to-victor. Click here to sign up for Ria’s 6 lesson virtual leadership training series with audio recordings and accompanying worksheets.