Customer Service & Retention Brad Johnson Operator Chick-fil-A Calera

My Story Married for 12 years and have 3 children William, David and Mary Kate Became a Chick-fil-A Operator in 2011 after working in banking industry 12 years Graduate of Auburn University Enjoy golf, Auburn football, kids’ activities

Why Chick-fil-A? Relationships Belief system and the way they treat people We are a people business Restaurant is a place to restore or refresh. We want to use our, our facilities and our people to restore our guests. Every Life Has a Story

Customer Service “My Pleasure”-started in 2003 Second Mile Service-going beyond what is expected As Leaders we are called to serve our team as well as our guests People Business Everyone in our restaurant is in guest service Talk about customer service all the time. Quality of food Speed of service Cleanliness of restaurant

Team Member Retention Team members have to be invested in everything we do We are always recruiting, interviewing and hiring. Never pass on talent. Actively promote our culture and core values. Hire for culture, not for a job. With every brain, you get a free set of hands. Hours go to most deserving regardless of tenure. Not everyone is motivated by money. Find out what drives people to perform at their best. Empower team members to own their jobs.

Culture Core Values-you must have 3 traits or we won’t hire you Serve First Guests come first Serve our fellow team members Care for and respect everyone around you Follow a spirit of hospitality Have a sense of urgency Move with a purpose Demonstrate a strong work ethic Be a learner Grow as a person and a team members Seek ways to improve-own your readiness Excellence is a pursuit of your potential

Why do people work at Chick-fil-A? Hard work, long hours, fast paced environment Do they believe in what we are doing? “Start With Why?” –Simon Sinek, author & Ted Talk speaker