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

2. 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

3. 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

4. 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

5. 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.

6. 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

7. 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