Chick-fil-A

So I was casually listening to the Saddleback Worship Conference online today, when I heard some stuff that spoke right to who I am… It was from Dan Cathy, chief operating officer of the Atlanta-based chain, Chick-Fil-A. Here’s my random notes:

“If people don’t leave your church/organization and tell other people about what a GREAT EXPERIENCE they’ve had then you haven’t created RAVING FANS”

“It takes practice to play music” anyone can play notes (He’s a trumpeter for his church)

Almost 1 million fans on Facebook, started & maintained by fans

Over 4k Youtube Chick Filet Videos

People in Chicago started a campaign to bring Chik Filet to their city

2nd Mile Service = 1st Mile – head / 2nd Mile – heart

1st Mile is doing things by the book, the 2nd Mile is doing things from the heart.

The 2nd Mile is about going above and beyond – serving others from the heart.

It’s a lot easier to have a 99 cent menu than to change the hearts of 16 year olds (learning to serve, have integrity, character, etc.)

It’s not TGIF, it’s TGIM!

Make it personal. The business is a family. The kids played at the restaurant, with the employees.

It’s not just about eating good food – it’s about having an emotional connection. People cared, family, fellowship.

“These are people who’ve known me for 40 years.”

“Dad made it personal – he knew we could change lives by how we treat people.”

Eat more Chicken & Ispire more People / Burning Brush (books)

*don’t quote me on my quotes…

Those notes are random, I know – sorry I guess they are more for me. But if you notice on that graphic, Chick-fil-A is striving to CREATE RAVING FANS, and by doing so, they’re business is growing and they have what you CANNOT pay for: a GREAT Reputation! They live this out in three ways:

  1. Operational Excellence – they have a great product, and they do it right. Ever been inside a Chick-fil-A? Always clean, slick menu’s & ads, great food, etc. Imagine what is going on behind the scenes – all the operations, management, financing, planning, etc.
  2. 2nd Mile Service – going above and beyond. Serving others from the heart – not just handing them a Chicken Sandwich. Pulling out chairs, opening doors, smiling, saying “It’s my pleasure to serve you!”.
  3. Emotional Connections – It’s about people. We’re often told “it’s not personal…” what a crock. People hurt, people have feelings, people are God’s creation. Looking at people as more than customers – as real people, who have real needs, who may need just a little more than what they are paying for.
    By living those tenants out, Chick-fil-A has become an incredibly successful franchise. And if you notice, they don’t have commercials on the major networks. They have RAVING FANS – who do their marketing for them, because they LOVE the company.

I think the implications for the church, or other organizations are obvious.

I’m seriously trying to figure out how to get in contact with Dan – anyone have any suggestions? (Follow him on twitter here)

If you know me, you know I’m a “Raving Fan” of Chick-fil-A. I’ve always been a fan – the food is great, the atmosphere is so positive, and like I’ve told my wife, I’ve never even had a “not great” experience there. When we go there and we’re fumbling around with the kids, their stuff, our stuff, trying to order, find a seat, and all that – it’s nice to have a smiling face and even nicer to have the food brought to the table.

When I first came to Rancho, I had this crazy idea of pulling our entire staff together to encourage them and remind them that we (church/school) are one team, with one vision and mission. I had just heard Dan Cathy speak at the Saddleback Worship Conference, and was blown away with his presentation; and, I remembered that Chick-fil-A had brought lunch to our VBS about a month earlier, so I called them up with two requests:

A. How does one go about getting Dan Cathy to speak at an event?
B. Would they be interested in feeding our staff?

Well, number two was easy for them as they just had to cook up 180 Chick-fil-A Sandwiches. Number one was a little bit harder – Dan Cathy lives in Georgia, so getting him out here was not that easy. However, Andrew (his son), works in Southern California and was available. He came and spoke and really made the day inspirational – talking about “Operational Excellence, 2nd Mile Service, and Emotional Connections”. We were so appreciative of Andrew and our local (Temecula) Chick-fil-A.

 

Well, the blog is takin’ a hit. I just can’t seem to find the time to write much here lately – so, another mind-dump update:

  • I’m about become an Uncle for the first time in my life.
  • Jen and I are about to celebrate 9 years of marriage & 15 years of being together! I don’t deserve to be with such an amazing woman, seriously.
  • I got myself a Blackberry Curve to replace my 2 year old Treo 755p. Moving from Palm to BB, was not too hard, in fact I really like my BB. There’s a lot I like, like: Bluetooth tethering that actually works (most of the time), Ubertwitter, Sprint Navigation, Google Mobile Apps, Facebook for BB, Pandora. What I don’t like: having to pull the battery out (per Sprints advice) every day or two to reset the phone – huh? And when it restarts, it takes like 2 minutes (maybe I’m just picky). Also, it has those “Windows” kind of hic-ups – you know, when the little hour glass appears & spins around for minutes at a time…
  • I’ve been working on ideas for a new logo for Rancho Community Church since the day I started there. After 6 months, I finally found something and everyone (that I know of) is really stoked about the new look. Here’s the new logo:

Vertical Style Color

  • I posted this (and other versions) to a flickr group for some feedback and found out that it made it’s way over to churchmarketingsucks.com, which I think means that it doesn’t suck. I just thought it was cool that it made it on their front page (along with another piece of art I did for our Missions team).
  • The logo is really cool to me because it says a few things: Notice there’s five squares that make up the cross. Those are our “five brands”, or five areas that as a church, we are focused on: Connecting Lives, Teaching Truth, Building Families, Helping Others, Recovering & Restoring. Each color represents a different “brand” and each brand has it’s own logo (depicted here). The squares in the shape of the cross also convey a feeling of ancient-modern; the ancient cross with a modern spin – it speaks to Rancho being a multi-generational church. Also, the multi-colors is also representative of multi-culture, which Rancho has as well – and will undoubtedly grow more and more. All that to say, I think it works well.
  • School is ramping up, getting ready to start in a few weeks. I’m helping with the planning of our Teacher Orientation week – which I’m stoked about. I had this crazy idea of getting Dan Cathy (yes, he Twitters) from Chick-fil-A to come and speak (he’s the COO, from Atlanta). I talked to one of our local Chick-fil-A marketing people and she put me in touch with Andrew Cathy, Dan’s son – and long story short: he’s scheduled to come speak one day during our orientation week! I’m so stoked & can’t really believe it. We’re going to have our entire staff (church and school) attend his session, and I can’t wait.
  • Miles, my son, is going to be turning 7 in about a month and I can’t believe it. Seems like just last year we were changing his diapers. He’s going to be heading to First Grade at Rancho Community; all day, five days a week – for the first time. We are so proud of him – he’s such a good boy. I’m trying to be more intentional with him, praying for him, sharing things with him to build his character, teaching him about things, like appreciation for music, the Bible, kindness, selflessness, helping his mom & sister – it’s so much fun being his dad. I’m so thankful for him.
  • Macy… oh Macy. She’s so cute and (can be) so sweet. But she gives us a run for it. Being a dad to a daughter is a completely different ballgame than begin a dad to a son – at least for me. She’s a good little girl, very intelligent, but she pushes the limits too (me and Jen joke that maybe we just don’t remember how hard Miles was when he was three). I’m trying to learn how to be the best dad I can to her, and for her. I’m praying for patience & wisdom. Today she reached her “level 3″ at swimming lessons – she can almost swim by herself at three years old. We were so proud of her today!
  • Got to spend some time with my brother, James, a few weeks ago – that was really cool.
  • I’m going to facilitate a community class, sponsored by Rancho Community, on social media. It should be a 6-10 week class familiarizing people with things like Twitter, Facebook, blogging, and all that goes along with that. It should be a fun way to build some new relationships outside the walls of the “church”. Anyone local interested in being a part of that? I’m gonna need some speakers too… Anyone?
  • Oh yeah, and… we’re in the middle of designing, developing, and beta-testing a new website for Rancho Community (almost forgot about that little project). Working hard with Daniel Murphy on this project – and it’s HUGE. Should be live in a couple weeks if all goes well.
  • I need to delegate some of this social media, publicity, marketing – whatever you call it. Right now I am managing about 4-5 Facebook pages, the church blog, the school website, helping with the church website (above), and five twitter accounts. Luckily, I have one volunteer helping with one of the Facebook pages… any more volunteers?

Well, that’s all for now. How are things going with you?

I don’t have a lot of time to blog lately, and tonight is no exception. But I did want to take a minute and share why I am a big Chick-fil-A fan.

I’ve always loved Chick-fil-A, ever since they came to Temecula & Murrieta; before that I had no idea what it was or even how to pronounce it. I loved the food, the service, the fun stuff they did, and just the over all experience. They always seemed to show up at conferences & church events with free food – I knew something was up. Then a couple months ago, I saw Dan Cathy share at the Saddleback Worship Conference about “Creating Raving Fans”, and I was mezmorized – I blogged about it.

After that short exposure to the Chick-fil-A model, I wondered if it would be possible to get him to come to Rancho Community to share with us and encourage our staff – it was shot in the dark. So I sent out an email and in my inbox was a response from our local Chick-fil-A saying that Dan’s son, Andrew was in Southern California and we could possibly get him to come. I was stoked to say the least. I responded and before I knew it we had Andrew booked to share with our entire staff, along with complimentary Chick-fil-A from our local Temecula store, run by Elizabeth Fritz – SCORE!

Needless to say, Andrew Cathy came and shared his heart with us and totally blew us away – I was so grateful. The staff from the Temecula store was amazing, as was the lunch! I recieved a copy of Truett Cathy’s “Eat More Chickin…”, which I am currently reading, and was just energized to continue in my role – to do the best and really go the extra mile for people.

Today (Labor Day), we decided to do something fun with the kids, and the first thing to come to my mind was, Chick-fil-A. Little did we know that today was “wear your team jersey and get a free Chick-fil-A sandwich”. We missed the mem0 and when we got there, the line was out the door, but we were committed. As usual we had an amazing experience, great food & great service. We saw about 3 other people we knew from the community, which is so cool. And the older man that roams the restaurant gave Miles and Macy 2 free Kids Meal tickets. This place knows how to “Create Raving Fans”.

So I just want to send out some props to Chick-fil-A, Andrew, Dan, Elizabeth, Mary-Joe, and the whole Temecula team. Thank you so much, you’ve got a family of fans for life!