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L|C CEO PERSONAL JOURNAL

1977-2018

Brief History

I always knew that I wanted to be an entrepreneur. My elementary school years were difficult; I tried as hard as I could and my effort didn't seem to translate into real results. However, running a business came naturally to me: making a product, serving customers, and watching my earnings grow. I sold kumquats, candy bars, and caramel covered popcorn in my neighborhood after school and during summer breaks. I had my first checking and savings account by first grade; making money was like a game to me and I could tell that I was good at it. I knew from a very young age that I wanted to be a business owner: it was my chance to work hard at something I love and make a real difference in the lives of other people.

 

As a child, I was introduced to Chick-fil-A by my stepfather, who grew up in Atlanta. In the 80's we would drive to the Peach State to visit family and enjoy an original Chick-fil-A Chicken Sandwich, as the closest Chick-fil-A was an hour away in the Orange Park Mall. So we did... almost every summer on vacation, until we got a Chick-fil-A in the Avenues Mall on September 26, 1990.

 

In high school I worked at Ann Taylor, where professional women purchased suits in the 90's. I often remember asking the ladies about their careers as I rang up their purchases. I was especially interested in the lives of female business owners. I loved hearing stories about their greatest challenges and how they got started. My favorite question to ask was what advice would they give to a young person who was interested in owning a business. I remember my customers at Ann Taylor telling me that most of their struggles were with people. That was my first introduction to talent strategy: the idea that good employees are hard to find and even harder to keep.

 

After high school, I applied to Clemson University and received a "We Regret to Inform You" letter. I was devastated! How could I become a business owner without a degree? I remember it like it was yesterday.  I called the number at the bottom of the letter and asked to make an appointment with my admissions counselor. I called 411 and made a reservation at the Hampton Inn almost 8 hours away from my home. I threw together my transcripts, SAT scores, recommendations, and a resume. I packed up my little car and over spring break my senior year--at 18 years old--I drove alone to Clemson. My admissions counselor, Andy, was impressed with my determination but said that there was nothing I could do to change his mind. I beat Andy to work every day that week wearing the same suit. On Friday he realized I wasn't going to leave until I became a Tiger. He was right, and that's how I got into Clemson! I made the best of all four years and earned a "people" degree: a BA in psychology. I continued my education in people by receiving a master's degree in professional counseling from Georgia State University.

 

Reluctantly, I took my Dad's advice and "got some experience in the real world" working for someone else after graduation. That "someone else" was in Corporate America with Merck. I was blessed to rotate through many departments and quickly received multiple promotions. I had a unique opportunity to spend time in HR , interviewing candidates at Hartsfield International Airport's Conference Center. I fell in love with talent acquisition: listening to people's stories, evaluating their skills, and helping them find where they fit into an organization. Occasionally, friends, relatives, and acquaintances asked me to use my skills to mentor those seeking to land their dream jobs in Corporate America. It quickly grew into a hobby of mine: people would learn by word of mouth that I was good at coaching people through job changes, and I enjoyed each opportunity to build on my knowledge and help others. However, I was still eager to find exactly where I fit into the business world someday.

 

Shortly after Mark and I were married in 2005, we moved to Vero Beach, Florida and welcomed our first daughter. God has a sense of humor and called me into full time ministry. I had the honor and privilege of founding and running The Buggy Bunch, a nonprofit serving moms and families along the Treasure Coast in Florida. I served as Executive Director for almost 10 years. This was a huge risk, and way out of my comfort zone. Founding one of the largest Mom ministries in the country was not for the faint of heart. I spent many days leading teams of 100+ people including employees, board members, advisors, and full and part-time volunteers. Our staff collaborated with vendors, politicians, and community stakeholders to execute on our mission. I gained experience in creating, casting, and getting buy-in on a shared vision, creating and executing strategic plans, creating culture, and developing organizational and operational systems and processes.  I built relationships with donors, raised millions of dollars, created annual budgets, and managed a P&L with relentless reliability. Our team was responsible for attracting top talent on a ministry budget. We learned to mitigate risk through partnerships with lawyers, consultants, and insurance agents. Learning these things in the real world was like a practical MBA.

 

This decade of my career holds precious memories for me, even though I found myself doing something very different from what I thought I was originally called to do and sometimes felt a bit out of my depth. Professionally, God had a special assignment for me, and was always faithful to equip me with all I needed to accomplish His purpose. Personally, all my three children were little during this time and my husband started his own architecture firm, so I was grateful for the flexibility of my schedule. All the while, God was also preparing me to run my own business, teaching me business acumen through the school of hard knocks. When I sensed that The Buggy Bunch could continue to operate without me, I personally selected my successor and transitioned to another temporary project: assisting the startup of a family foundation. When I found myself ready for a new challenge, I revisited my earlier desire of opening my own business.

June 13, 2018

In-Person Meeting
Michael Kelley, Operator 
Vero Beach FSU

I naively accepted my first Chick-fil-A client in the summer of 2018. Michael Kelley, Chick-fil-A Operator in Vero Beach, Florida, asked me to meet with his director Randy Parks, a past Buggy Bunch Board Advisor. Randy was seeking a mentor for ongoing coaching and mock interviews as he pursued Chick-fil-A franchisee selection. During my preliminary research, I remember marveling at the highly competitive selection process: "30x harder to get a Chick-fil-A than to get into Harvard." I'm a girl that likes a good challenge, so I decided to say yes to the horrible odds. I remember saying, "Well, someone has to be selected, why not my client?" I made it my full-time job to learn all things Chick-fil-A.  I began by reading multiple books about Chick-fil-A leadership and culture. As I did, my heart was drawn to more than my usual number 1 with no pickle, waffle fries, and large sweet tea. I genuinely began to fall in love with S. Truett Cathy's vision of quick service excellence. Eventually, Michael Kelley ended up "hiring" me to work with four of his team members.

May 27, 2019

In-Person Meeting
Josh Robinson

Each summer, our family has the amazing opportunity to attend Pine Cove Family Camp. It's an intimate week of camping with the same families in the foothills of South Carolina. My husband and I have had an opportunity to build a relationship with Josh and Susan Robinson. He's the son of Steve Robinson, retired Chick-fil-A Vice President of Marketing. That summer I engaged with Josh on a personal level, inquiring about his experience growing up immersed in the culture of Chick-fil-A. I asked if Chick-fil-A truly lived out its corporate purpose and shared vision. Within a few months of learning about the company, I found myself disinterested in my corporate America clients. I was falling in love with the culture and the brand it represented. I was strongly considering "partnering" with Chick-fil-A, and I needed to know what that would look like long term. When I do something, I pour my heart and soul into it. I wanted to make sure that Chick-fil-A was a brand I could trust with my career and professional reputation.

June 1, 2019

In-Person Meeting
Dr. Crawford Loritts 
Chick-fil-A Board Member

My husband and I received an unexpected opportunity to have dinner with Dr. and Mrs. Crawford Loritts, Chick-fil-A Board Member. Dr. Lorritts asked me strategic questions and provided wise counsel regarding future career opportunities with Chick-fil-A. I felt God whispering to me in that same voice He used to call me into ministry. I know it well. After returning from dinner, I prayerfully and obediently made the decision to terminate the engagement of all my other corporate America clients to solely focus on serving Chick-fil-A. I told my small number of pro bono clients that I had made the decision to "partner with Truett Cathy". This decision allowed me to immerse myself in the brand and culture of Chick-fil-A.

July 1, 2019

Leadership Consultancy
Vero Beach, Florida

I decided to make a business out of my twenty-year hobby. I knew I had what it would take: aspiration, self-awareness, curiosity, resourcefulness, and vulnerability. Leadership Consultancy was officially established in the State of Florida as an LLC. I attained a business license and filed with the IRS. It was time to get to work! I knew my ability to learn faster than my competition would provide a sustainable competitive advantage. I created a Chick-fil-A continuing education plan that rivaled the workload of a Ph.D. I logged my learnings and shared them with those in the business. I knew I needed to delight my clients and run an ultra-efficient operation, therefore I drafted a strategic plan that included purpose, mission, vision, values, SWOT, and KPI goals. I hired my first team member, who created the Leadership Consultancy brand identity: a logo, colors, and marketing materials such as business cards, a website, and social media footprint. Additional team members were added fairly quickly: a copyeditor, consultants, and a part-time director of corporate philanthropy. I chose my team of people with whom I had already built a professional relationship in both the business and nonprofit sectors. This allowed me to handpick people that advanced my vision, aligned with my values, and complemented my skills and capabilities. It gives me great pleasure to candidly state that we belong to Jesus Christ as a business and seek to glorify Him by working together with excellence. My first stated mission was "to create strong leaders and dynamic teams."I knew if we could 1) Define a really important and painful unresolved client problem 2) Solve the client problem better than anyone else and 3) Respect Chick-fil-A, Inc. and the integrity of their processes, then Leadership Consultancy could be successful.  

​July 11, 2019

Leadership Launch 101

Leadership Consultancy piloted the 8-week Leadership Launch course for Chick-fil-A team members across the country. The class of 56 students from 17 states met weekly via BlueJeans and completed reading assignments and a workbook of reflection questions I created with my team. We reviewed two texts: Leadership as an Identity by Crawford Lorritts and The Leadership Challenge, by James Kouzes and Barry Posner. As part of the class curriculum, students reflected on their own leadership styles and articulated their vision by creating their own Personal Leadership Philosophy. Enrollment filled up in about 48 hours with more on a wait list, showing nationwide interest in an interactive community where emerging Chick-fil-A leaders could meet with other like-minded professionals to discuss their daily work lives, share ideas, and focus on growing their skills. Students were required to have their Operator's approval to enroll in the class. This paved the way for Leadership Consultancy to be introduced to hundreds of Operators overnight, building our nationwide brand reputation. This was such a window into the ins and outs of the Chick-fil-A business from a team member's perspective.

August 6, 2019

BlueJeans Web Conference
Nate White, Operator 
Derby Marketplace FSU

Nate and I had the opportunity to connect via BlueJeans. The meeting was arranged by a client and I was invited to attend. It was an informative conversation focused on our personal stories and our love for the Chick-fil-A brand.  I came with a list of questions and Nate answered all of them.  Nate shared his heart to develop his team and specifically shared the structure of his leadership team and the challenges they were currently facing in the business. I also had the privilege of mock interviewing my client with him.

August 8, 2019

BlueJeans Web Conference
Stacy Austin, Operator 
St. Clairsville FSU

I was introduced to Stacy Austin by a client. Our conversation centered on our Chick-fil-A stories.  Stacy took a keen interest in learning how I was introduced to Chick-fil-A and how I came to love the brand. I remember him asking me, "Why Chick-fil-A? What is it about this brand that would make you solely focus on serving it?" It was a valid question and I was so thankful that he asked and gave me the opportunity to share my journey.  I also spent time mock interviewing my client with him.

August 19, 2019

In-Person Restaurant Visit
Edgar Ortega, Operator 
Desert Blvd FSU
Mesa Street Remcon Circle FSU

I partnered with Edgar Ortega to provide coaching for one of his team members. During the engagement, I had the unique opportunity to visit El Paso and learn the history of Chick-fil-A in the border community. We visited multiple FSUs and I participated in my first Chick-fil-A BOH tour. I learned the basics of food safety, throughput, and LEAN. I also saw firsthand how important systems and processes are in the restaurant. It was my first experience behind the counter in a store and I couldn't believe how the fast-paced environment made me want more. I kind of "geeked out". I immediately started researching Lean Management and signed up for a Stanford Business School LEAD class on Kaizen, the methodology of continuous operational improvement. One of the highlights of the trip was the Director Team taking me to an authentic Mexican restaurant. It was exciting to make connections with young professionals and hear their dreams. I also felt an overwhelming sense of gratitude that the team would care enough to take me to one of their local spots on the border. It was their way of extending genuine hospitality.  

​August 19, 2019

In-Person Restaurant Visit
Anthony Martinez, Operator 
Airway & Edgemere FSU

While in El Paso, I had the opportunity to meet with Anthony Martinez. It was a great conversation. We spent time sharing our personal stories and Anthony shared how he was introduced to Chick-fil-A and his Operator journey. I learned how important community ties are as an Operator. Operators are responsible for continuing the legacy of Truett Cathy in their communities. I saw how that played out in El Paso: how Anthony personally used every opportunity he was given to "BE TRUETT". I also had the privilege of mock interviewing with him. The more I "got into the head" of a Chick-fil-A Operator, the more I fell in love with the brand. I remember asking Anthony a few questions, such as, "How do you hold your team accountable for previously defined goals and ultimately results?" and "How do you attract strong talent?"

September 1, 2019

Leadership Launch 101

We sent out an evaluation via Survey Monkey to build on the success of the first Leadership Launch 101 class. We asked students to give in-depth and honest feedback on their experience. The results spoke for themselves. Students reported that they enjoyed the class a great deal (92.8%), found the content very relevant to their day-to-day work challenges (92.86%), and would recommend Leadership Consultancy classes to their Chick-fil-A colleagues (100%). Our team took students' suggestions and made adjustments to the curriculum: starring critical questions for each session so students could prepare for focused class discussion. We also made changes to procedure. The facilitator committed to sign on thirty minutes early and stay late so students who desired could share more practical applications to the class ideas. Feedback was overwhelmingly positive: students reported that the content was "authentic and vulnerable", class atmosphere was "high energy and engaging", and the overall experience was "transformative." I delegated our second Leadership Launch 101 class to two Leadership Consultancy consultants so that I could move on to create new content. Again, the class was extremely successful. Students reported honing their leadership capacity, gaining skills to motivate their teams, and participating in a group where they were encouraged to stretch and grow.

September 12, 2019

BlueJeans Web Conference
Janet Austin, Stacy Austin's Wife 
St. Clairsville FSU

I had the privilege of speaking with Janet Austin a few short months after her husband, Stacy, had been selected as an Operator. Janet shared about her personal journey as a spouse. This gave me behind-the-scenes insight into the selection process and the pressure it puts on Operator candidates' spouses and families. I remember focusing my questions on how the long franchisee selection process impacted Janet and her family. She shared how she trusted the process to the Lord, relying on Him to see her through it. She also believes the personal and professional rewards for her family have been well worth the overall investment of her time and energy.

October 29, 2019

BlueJeans Web Conference
Terrell Daniels, Operator 
Tech Rd. Silver Springs In-Line

Terrell was the first In-Line Operator I met. Before our meeting, I had never visited or heard of an In-Line restaurant. When we connected, we shared our personal stories and Chick-fil-A journeys. Terrell was very interested in me as a person, my family, and how I was drawn to Chick-fil-A. He asked great open-ended questions. I remember feeling challenged and encouraged to continue to learn about the brand. Terrell explained the In-Line concept and shared his unique talent and operational challenges. I was blessed to have the opportunity to serve his team with Leadership Consultancy branded materials and Terrell eventually referred multiple clients to Leadership Consultancy. I remember asking Terrell questions like, "How do you take decisive action for the good of the restaurant, executing decisions with speed and conviction?" "Do you ever make decisions that you know could be wrong, operating in a sea of uncertainty?" "How have you learned from decisions you've made--good or bad?" I recall thinking that a West Point graduate should be able to nail these questions, and he didn't disappoint. 

November 7, 2019

Coaching Basics

Based on student feedback from previous classes and growth areas we regularly identified in our selection clients, Leadership Consultancy rolled out our second class: Coaching Basics. The class of 30 students met weekly via BlueJeans and covered Coaching for Improved Work Performance by Ferdinand F. Fournies. We tailored the course for managers seeking to improve communication between themselves and their direct reports, applying evidence-based coaching practices. Initial survey feedback from the course was also overwhelmingly positive: students reported applying what they learned in their restaurants and seeing problems with employees as evidence for needed adjustments in communication habits.

November 11, 2019

BlueJeans Web Conference
Mark Ortego, Operator 
Four Points FSU

My conversation with Mark centered on our personal stories. Mark took an interest in me and my journey through Corporate America, ministry, and now Chick-fil-A. He shared his personal Chick-fil-A story and about his restaurant and its history. He also told me about his market and shared how Operators function and support one another. They were actually headed on an Operator retreat to the Rocky Mountains. This was impressive to me--that the operators would be so closely knit together and value their time as a community. I remember asking Mark, "How do you build up the Operators in your market?" Mark also shared that he was responsible for "Leadership Development" within the market. I just remember being impressed that the Operators had a clear plan and vision for developing leaders. He excitedly shared about his new location and his desire to pour into his leadership team. I remember asking Mark questions about the camaraderie between the Operators in his market and how they work together on marketing, leadership development of top talent, and ensuring a culture of food safety. I also asked Mark about how the Operators resolved conflicts if and when they arose.

November 12, 2019

Chick-fil-A Support Center
Atlanta, Georiga

My first visit to the Chick-fil-A Support Center was overwhelmingly positive. There was just so much to take in. I was invited there to celebrate Randy Parks's Bell Ringing. A few things stood out in my mind as highlights: I paid attention to the way the grounds looked exiting the expressway. I remembered Jimmy Collins speaking about picking up trash so that visitors would have a nice first impression. The security guard was hospitable and I recall intentionally remembering his name so that I could speak to him personally on my way out. He was my first impression and he made a great one. The drive on campus was beautiful. I couldn't help but think of the first two verses of Psalms 1 when I read Psalms 1:3 on the walking path. Chick-fil-A has been truly blessed. It's like a story was unfolding as I journeyed the short walk from my car to the entry where the corporate purpose was boldly presented. I checked in with Kelly at the front desk, and I remember sitting in the waiting area. I was thinking it was like the part in Jerry Maguire  where Renee Zellweger's character says "You had me at hello!" That's how I felt. The museum was nice, the old fashioned cars were cool, and I loved the coffee station and the hustle and bustle of the corporate scene, but ultimately Truett had me at hello. One point, Truett!

November 13, 2019

Leadership Consultancy
LinkedIn Article
Vero Beach, Florida

"Who's Next to Ring the Bell", an article I wrote and published on the Leadership Consultancy website about my personal experiences as a Chick-fil-A coach, went viral within the aspiring Operator community. It received thousands of hits on social media and rose to a rank of #2 among articles on franchisee selection in the LinkedIn archives. The article told the origin story of Leadership Consultancy, how a single Chick-fil-A consulting job I accepted on a whim had grown into a consulting business with a team of eight professionals from across America serving clients in over fifteen states. Most importantly, it offered some “nuggets” of advice I had learned during the journey so far for those dreaming of the day they would ring the bell: "Your first chance to show Chick-fil-A corporate that you're the right person for the job of Operator is today, not behind the closed doors of your first interview. Focus on executing your current role with excellence, taking ownership of the business and your own personal integrity. Intentionally build relationships inside and outside the restaurant. Constantly seek feedback from both your supervisors and direct reports. Use the information to fuel positive change in all areas of your life...Inevitably, you will stand out in the franchise selection process and position yourself for opportunities that might otherwise be out of reach." The most personally meaningful feedback I received was from Dee Ann Turner, whose book Bet on Talent was a huge encouragement and inspiration to me in Leadership Consultancy's early days. She called the article "amazingly accurate."

December 7, 2019

In-Person Office Meeting
Paul Holmberg, Operator 
Lake Brandon FSU 
Brandon South FSU

I met Paul at his off-site office. I received a tour and individually met with each member of his HPO. My conversation with Paul focused on our personal stories, the Multi-Unit selection process, and his personal journey as a Chick-fil-A Operator. I was very interested in how Paul rallied his team around a shared vision. I knew that despite Paul's tenure as a Multi-Unit Operator, he is entirely dependent on the actions of his team for success. Interdependence--not independence--wins the game.  I asked questions like, "What does it look like for you to master relationships and influence in your organization?" "How do you hold your team accountable for agreed-upon goals?" "How do you balance engaging your team for impact vs. affinity to avoid the Goldilocks Zone?" I had 45-minute individual conversations with members of his HPLT focused on their team structure, challenges, mistakes, and team learnings. I also had a tour of the restaurant. This was the first conversation I had with a Chick-fil-A HPLT. It was fascinating. I felt like a kid in a candy shop. Everything about the decentralized leadership style spoke directly to me. I couldn't wait to hear and learn more.

December 7, 2019

In-Person Restaurant Visit
Denis Spradlin, Operator 
Temple Terrace FSU 
Uptown District FSU 
University of South Florida

Over a large cup of coffee...The majority of our conversation centered on personal stories with a lot of time focused on our families and our mutual love for the Chick-fil-A brand. Denis focused his attention on me as a female business owner and encouraged me to continue meeting Operators and to strongly consider applying for the Operator role. We did discuss Multi-Unit and licensing opportunities, as well as specific prototypes his restaurant was testing. I asked Denis many questions about the Operator role.  I remember thinking that Denis is like an orchestra conductor.  He doesn't play any music directly; he mobilizes a team to deliver results. He sets the musical vision, elicits the orchestra members to buy into that vision, and establishes the pulse of the group to perform that vision. A great conductor does a lot of listening to deeply understand his performers: what they think, their concerns, what's motivating or disappointing them. The conductor does all that with the sole purpose of serving the vision of the music. Even the conductor's relationship to the audience is instructive. Denis also encouraged me to reach out to Marty House. I did attempt to connect with Marty via LinkedIn, but out of respect for the integrity of the franchisee selection process I was not assertive in connecting with Marty. This has sometimes been awkward because I am naturally resourceful and go after what I want. However, I realize that my work is sensitive and I need Chick-fil-A employees to have confidence in me and know that my business will show the utmost respect to their personal boundaries. I have learned to rein in my enthusiasm if need be to focus on building trust by proven performance over time.

December 10, 2019

Phone Call
Maureen Donahue
ED Franchisee Selection

My phone call with Maureen included introductions and a confidential conversation focused on franchisee selection.

December 11, 2019

Leadership Consultancy
Vero Beach, Florida

I wanted to respect Chick-fil-A and was using my business to learn about the Chick-fil-A brand in an innovative way. Ultimately, I was seeking to confirm or deny my fit for a role at the Support Center or as an Operator. I love business and have an intrinsic motivation to drive sales and ultimately see that reflected in the bottom line. The more I learned about the Operator role, the more confident I was that I possessed the skills, track record, competency, trajectory, and the temperament that makes a great Chick-fil-A Operator. However, there was tension in my work. I had been extremely sensitive to charging my clients. After multiple conversations with those in Chick-fil-A, I decided to begin charging and now charge most of my clients with the exception of 10% pro bono, reserved for ministry and military. I also hired a bookkeeper, a CPA, and a highly regarded international employment attorney to set up noncompetes and independent contractor agreements. At their advice, I took out a $4,000,000 liability insurance policy to cover Chick-fil-A franchisees when I work in the restaurant. I made the decision to delete the LinkedIn article from my virtual footprints and to limit my marketing overall. Since then I have relied entirely on word-of-mouth referrals. I also made a personal commitment to run major business decisions by someone at Chick-fil-A prior to engaging. This commitment to the utmost integrity became the first of my non-negotiables that all clients must agree on at the beginning of our coaching relationship.I feel these steps were necessary to protect the Chick-fil-A franchisee selection process, my employees, and my business.

January 3, 2020

BlueJeans Web Conference
Wes Key, Operator 
Bloomington East FSU 

Wes and I connected via a virtual BlueJeans conference. Our two-hour conversation focused on sharing our personal stories and his restaurant challenges and potential future multi-unit opportunities. Wes shared personal challenges and his Operator journey. After reflecting on Chick-fil-A's shared vision, it was during this conversation with Wes that I decided to first ask, "Who cares for you as an Operator?" This question has been woven into almost every conversation I have with clients. The answer largely references the truth that each Operator is a member of a personal family (with parents, spouses, children, and others), a spiritual family (with pastors, mentors, accountability partners, and fellow believers) and a work family (with Support Center help, fellow Operators, and every employee in their restaurant down to the newest trainee). The atmosphere and culture of each store can only reflect the health of the Operator and the network they have created.

January 7, 2019

Leadership Launch 101

I delegated our fourth virtual Leadership class to two Leadership Consultancy consultants. Again, the class included 40 students from 10 states and was extremely successful. Students completed a life plan, narrowed down seven personal values, created their personal leadership philosophies, and learned invaluable leadership skills that were applicable immediately within their home restaurants. The class surveys were stellar and students requested additional class offerings. 

January 22, 2020

Chick-fil-A Support Center
Atlanta, Georiga

I had the honor of attending Ricardo Ortiz's Bell Ringing. This was only my second time at the Chick-fil-A Support Center and my second client to Ring the Bell. It was an amazing honor. I felt like I was returning home. I was hopeful that I'd run into people that I had met in November: Kelly at the front desk, Oscar in recruitment, Bryant in franchisee selection. Even though I had only connected with these team members briefly, I enjoyed our conversations and was excited about building relationships with people at the Support Center. I did have the pleasure of meeting Andre' Kennebrew on this day. 

January 22, 2020

In-Person Meeting
Gary Robinson, Operator 
Morristown FSU
Carson Newman University 

Gary and I had met while he was the operator at the Indian River Mall in Vero Beach, FL. Nearly ten years ago, while I was still the Founding Executive Director of a local nonprofit, Gary had planted the seed in my heart that one day I might land in the Chick-fil-A family. On this specific date, Gary, Shanci, and I reconnected at the Chick-fil-A Support Center. We celebrated new Operator Ricardo Ortiz ringing the bell and enjoyed lunch downstairs. Then, Gary and Shanci took me on a behind the scenes tour of the Support Center. This was my third opportunity to speak with an Operator spouse with the intention of hearing her perspective on the challenges and joys of the restaurant business. Shanci was honest and vulnerable and I greatly appreciated her authenticity from a spouse's perspective. Growing up, Shanci attended church with the Cathy family. It was truly a blessing to hear her speak of the Cathys and her interactions with them as a younger child. It was a special conversation.

January 23, 2020

In-Person Restaurant Visit
Manny Maldonado, Operator 
North Laredo FSU

Manny and I had spoken many times on the phone and via web conference, and he hired me to coach his HPLT. During the engagement, Manny invited me to Laredo, Texas. What a great weekend! I visited all the Chick-fil-As in Laredo, including an ADP at The Outlet Shoppes at Laredo, an indoor mall located on the north bank of the Rio Grande just a stone's throw away from Mexico. For safety purposes, I spent the majority of my time with Manny. We shared the unique circumstances that brought us to partner with Truett Cathy in business. Manny shared his business opportunities and excitement for the future of Chick-fil-A. I remember asking him, "How do you care for the interests of Chick-fil-A, Inc. and the Cathy family?" He encouraged me to pray about the opportunity to serve Chick-fil-A as an Operator and committed to supporting me in my journey. My time in North Laredo was engaging and introduced me to ERQAs and Safe Daily Criticals. I received a tour of the restaurant focused on throughput and also participated in my first eRQA.

January 29, 2020

Chick-fil-A Support Center
Atlanta, Georiga

I returned to Atlanta to celebrate Randy Parks's and Stacy Austin's Fundamental Graduation. Clayton Dyson gave an excellent graduation speech.  It was a sight to see all the Support Center Staff hanging out over the atrium celebrating the new Operators. For the first time, I experienced a small part of how the Support Center is there for Operators as they serve guests. I loved the attention to detail- it just supported the Chick-fil-A culture I was falling in love with. At the end of graduation, they sent hundreds of parachuting cows down about five floors in the atrium. It was truly a celebration. There were bells everywhere for guests to ring, fan foam fingers, cows, and a very fancy catered luncheon. Chick-fil-A rolled out the red carpet. It was a very special occasion and I felt honored to be in attendance.

January 29, 2020

In-Person Meeting
Andre' Kennebrew
Leadership Development Program
Launch Support

Andre' and I met at the Chick-fil-A Support Center. Andre' had text messaged me early that morning asking if we could meet at the Support Center. I agreed. Our conversation focused on the Leadership Development Program and my professional development specific to Chick-fil-A. He asked for my story and followed up with detailed questions focused on both my business and restaurant acumen. I'm sure my knowledge was unimpressive because I had never worked a day in operations. At least I was entertainment for him. He asked questions about the S.E.R.V.E Model, 5 Critical Success Factors, what I believed should be included in a traditional talent strategy, how to make an Original Chick-fil-A Chicken Sandwich, and what I would do if I was an LDP coach and one of my program participants was struggling with their drive-thru. It honestly felt like an interview; he didn't hold back, which I respected. It was a humbling experience and a reminder that I have so much room to grow. I requested feedback from our interaction. Andre' encouraged me to focus on two areas. First, to meet with as many Operators as possible. Second, to spend time in the restaurant focused on Operations and Administrative tasks. I valued his insight and committed to his request. After our conversation, I immediately began working on a POA to follow through.

February 9, 2020

Speaking Engagement
Upstate SC Key Leader Meeting

Topic: "Will the Real Selection Candidate Please Stand Up?" This was my first opportunity to officially speak at a Chick-fil-A Key Leader Meeting. The experience was very humbling, considering that I hadn't been in the Chick-fil-A business very long. The topic, a play on a 90's song, strongly encouraged those in attendance to be authentic and vulnerable during all Chick-fil-A interviews. The 45-minute presentation, followed by Q&A, was a call to action: I challenged those in attendance to be brave and courageous sharing their true selves vs. presenting a one-sided picture of perfection to Chick-fil-A Corporate. I provided real examples of my clients' bravery and how their stories were respected and made them stand out as candidates. This is a theme woven into many of my coaching conversations. I learned more from those in attendance than they learned from me. After the presentation I reached out to a attendees to receive feedback on how I could improve the presentation.

February 13, 2020

In-Person Restaurant Visit
Nathan Buchanan, Operator 
Stuart FSU 
Treasure Coast Square Mall

I met Nathan during the Palm Beach/ Treasure Coast Operator Meeting at Chick-fil-A Fort Pierce. He requested a business card and promptly followed up, which led to our face-to-face meeting. Nathan and I shared our personal stories and he was open about the different business strategies for an FSU and a mall. In order to run the numbers he's putting on the board, an Operator needs a HPO.  I remember asking Nathan questions about his decentralized leadership structure. Knowing that not all information is created equal, I posed questions like, "How often are you depending on team members for answers when delegating or when seeking input for the decisions you own?" I  was also curious about his early years as an Operator and asked, "How was the transition from the education sector to the restaurant industry?" Nathan eventually hired me to coach 3 of his HPLs. Nathan also encouraged me to consider the Chick-fil-A Operator role and committed to walking me through the process if and when I felt the Lord's calling. He strongly urged me not to wait and to move with a sense of urgency. This is something I have not forgotten and I committed to diligently pressing on, learning as much about the brand and meeting with Operators in order to confirm both chemistry and mutual fit.

February 18, 2020

BlueJeans Web Conference
Jeremy Stump, Operator 
Poway Road & Community FSU 

Jeremy reached out to me via email and we quickly connected via BlueJeans. It was an encouraging conversation. Jeremy had recently experienced a Grand Opening and he shared real struggles he had faced as an external Operator with no Chick-fil-A experience. These were just the data points I was seeking: raw truth about the Operator role. It was during my conversation with Jeremy that I decided to first ask, "What have been the cons of the Operator role?" This question has been woven into almost every conversation I have with Operators. Over time, I have collected nearly 30 personal cons of going into business with Chick-fil-A and I've been on a mission to check them off one-by-one. Jeremy and I also discussed my business venture and how I was using Leadership Consultancy as an innovative way to both fill my desire to be an entrepreneur and to learn about the Chick-fil-A brand and Cathy family. I am still discerning whether I may be a good fit for a role at the Support Center or as an Operator. Jeremy eventually hired me to coach his General Manager.

February 24, 2020

In-Person Meeting
John Naylor, Operator 
Indian River Mall 

John and I met in person at Starbucks. Our two-hour conversation focused on sharing our personal stories, love for the Chick-fil-A brand, and our future personal and professional goals. John shared his franchisee selection journey and strongly encouraged me to consider the Operator role and committed to supporting my development. John challenged me to courageously live out my God-given calling while staying open to "unexpected opportunities", as Truett Cathy's legacy calls us all to do. John had watched me as an Executive Director and was aware of my integrity, and shared with me what he felt were my strengths and areas of opportunity. John was transparent and shared an honest and authentic view of the business. He struggled with running and making profits in a dying mall. I appreciated him being honest. He knew that hard truth shared in a spirit of kindness was what I needed to see the realities of the business. I took this opportunity and many additional meetings we had together to learn about the business from John. He has strong restaurant and business acumen so I asked alot of questions about sales and profit. I also inquired about how labor, productivity, and food cost are calculated. John is an excellent teacher and made sure I had a clear understanding of essential metrics that drive business. Eventually, John hired me to coach him personally during a six-month engagement.

February 28, 2020

Teen Challenge
Philanthropy Project

Philanthropy is one of Leadership Consultancy's six corporate values. We are committed to promoting and supporting initiatives of individual employees, providing company-sponsored volunteer opportunities, and incorporating the joy of giving. Consultant Dale Dawkins and I volunteered to fund materials and facilitate a weekend seminar (February 27-29) on biblical leadership principles for a group of at-risk teen boys at Teen Challenge. Our next generation of leaders desperately needs Christian adults to boldly speak truth over their lives. Although it is not our company’s goal to facilitate student programming, we do support those who do and our staff is dedicated to volunteering our personal time moving the work forward. We seek to apply our accumulated business acumen to support charitable community projects that could benefit from our skills, living out our responsibility to be good stewards of all God has entrusted to us.

February 29, 2020

In-Person Restaurant Visit
John Naylor, Operator 
Indian River Mall 

John invited me to spend time at his restaurant. He assigned multiple Pathway training videos in advance. I had the opportunity to learn bagging in the FOH and End of Month (EOM). The EOM training focused on input inventory counts, wage, accrual, EOM daily tasks, and EOM package. This was a great opportunity for me to see the administrative side of the business. I left with way more questions than when I arrived. The time with John confirmed both my love for the restaurant industry and my lack of fundamental knowledge. I just remember feeling so excited as I left, and anticipation welled up as I looked ahead to my next day in the restaurant.

March 7, 2020

In-Person Restaurant Visit
Neil Hannon, Operator 
Northlake Blvd. FSU

My clients have a sense of humor that I have come to appreciate. They all know that I love Chick-fil-A. No one questions that. My mostly male clients also think it's funny to see me sweat! Neil had hired me to coach his General Manager, a "unicorn" who increased profits by 40% in two years. He is a rock star with his team. The "unicorn" was responsible for my 8-hour BOH training and he had no mercy! First, I was assigned hours of Pathway training videos to prepare for my day in the restaurant. That morning, I put on my first Chick-fil-A team member uniform, a red shirt and hideous pants that made me look like a man. I also received a name tag. This may seem trivial, but this was a very important day for me. That small plastic oval with my name on it (and the title Stewardship) made me truly feel a part of the team. It was the best day I've ever had in the restaurant. I learned the thawing process, filleting, breading, and what it feels like to work on machines for hours. Even though I was covered in chicken goo, I loved every second of the day. I remember calling my husband immediately after jumping in the car, exclaiming "I'm in trouble. I think I found what I was called to do, and I'm starting to get nervous that I might get my heart broken!"

March 10, 2020

Phone Call
Tucker Barr, AGG
Chick-fil-A Corporate Legal Team 

When you take risks, love to innovate, and create a business out of nothing, you get used to making a lot of mistakes. You get accustomed to being, as Jimmy Collins brilliantly says, "restrained." On this day, Tucker Barr, the most enjoyable lawyer with whom I've ever had the pleasure of speaking, called me representing the corporate legal team at Chick-fil-A, Inc. That's always a great day: when an entrepreneur gets a call from a trademark lawyer! I was professional and collected on the phone with Tucker, but inside I was freaking out. What had I done? Why would a Chick-fil-A lawyer need to call me? In December, I had made the decision to ALWAYS choose Chick-fil-A: over money, my ego, etc.  I look at my business as a partnership.  It exists to serve Chick-fil-A, so I joined the call knowing that no matter what Tucker wanted, he would get it. As a true entrepreneur, I desired to know if and when I entered into a true partnership with Chick-fil-A (potentially in the future), that I could have the freedom to experiment, ideate, and, as Truett said, push right up to "the edge of my authority." I also needed to know if I could play within the boundaries that Chick-fil-A set when asked to "rein it in." To me, this was a test of loyalty and integrity. Tucker asked that I make two adjustments to my social media accounts. I met his requests and kept my commitment.  I asked for his personal cell phone, and was given permission to contact him to follow up on our conversation and made it clear that I would welcome additional feedback in the future.  

March 11, 2020

BlueJeans Web Conference
Andrew Allman, Operator 
Murray FSU

My initial conversation with Andrew focused on our personal stories, specifically his struggles early on as an external Operator with no Chick-fil-A experience. He shared the challenges of a mall operator and his first few years as an FSU operator in an awkward location. It was eye-opening for me to hear the realities of the business. He shared openly and authentically. Time is the great leveler. I asked Andrew questions focused on those early years in business, the years leading to his success. "What support did Chick-fil-A, Inc. provide during the challenging sesasons?" How did the Operator market show its support?" "Did you consider quitting?"He gave me exactly what I needed to continue my research on the franchisee opportunity. Andrew eventually hired me to coach his General Manager.

April 9, 2020

BlueJeans Web Conference
Andre' Kennebrew
Leadership Development Program
Launch Support

Our conversation focused on Andre's personal story and his journey at Chick-fil-A. Our time together was very personal in nature. We shared about our faith, family, and future goals and passions. I never cease to be amazed at how quickly members of the Chick-fil-A family are able to establish commonality with each other. It's almost like they speak a special language. I think the commitment to personal and professional integrity gives staff permission to "go deep" and trust each other with the big stuff instead of wasting time on small talk- and I love that!

April 20, 2020

BlueJeans Web Conference
André Kennebrew
Leadership Development Program
Launch Support

Our conversation focused on my volunteer experience with Plywood People, an Atlanta based nonprofit that supports social entrepreneurs. I've been teaching an introductory entrepreneurial class for Plywood People for two years now. I've taught general classes for the Atlanta based non-profit and specific classes for the Jewish Federation of Atlanta and Southwest Michigan First. The classes focus on casting a shared vision, risk-taking, innovation, talent strategy, team building, sales and brand growth, creating community and raving fans, financial return and sustainability, and many more topics imperative for the budding entrepreneur. I suggested that André connect with Chick-fil-A Support Center Staff engaged in Plywood People work, and we set up a time for André to meet the nonprofit's founder and Executive Director Jeff Shinabarger.

May 4, 2020

BlueJeans Web Conference
Brian Smith, Operator
Crofton FSU
Waugh Chapel FSU

It was such a blessing to connect with Brian. He is a strong force in the Chick-fil-A business and I appreciated his candid vetting. Our conversation focused on our personal and Chick-fil-A stories. He shared insights into the life of a multi-unit Operator and how his daughter is also an Operator. He grilled me for over an hour on both my Chick-fil-A and business acumen. I appreciate every chance to mock interview. Every time I meet with a client, I need the experience of "sitting in the hot seat" to be fresh in my mind so I can keep focus on the traits that make an interviewee successful. Brian did provide an opportunity for me to ask him questions. I was specifically curious about his leadership style and how he's gifted in the art of enlisting everyone from the newest team member to the restaurant GM behind his vision and why the smallest deatils of their specific roles are critical to the restaurant's success. I asked Brian questions like, "What is the one thing that matters the most to you in your business?", "Knowing you can't chase two rabbits, what is your one goal?" and "When you retire, what will others say about your leadership and restaurant?" Brian eventually hired me to develop and coach one of his HPLs.

June 5, 2020

In-Person Office Visit
Rob Morris, Operator
Palm Beach Lakes Blvd. FSU
Okeechobee and Turnpike FSU
Palm Beach Atlantic University

Even though I had heard of Rob many times, this was my first time meeting him. The meeting was arranged by a client and I was invited to attend. I received a tour of the offsite office, where pictures of those Rob had developed to go on to be Operators and Support Center Staff lined the wall. The office was decorated in branded Chick-fil-A red and white. Also, his mission, vision, values, and strategy lined the walls. There were great meeting spaces conducive for team interaction: high-top tables, couches, meeting rooms, etc. Our conversation was very encouraging. Rob shared the evolution of his business, challenges he was currently facing, and changes in his leadership structure. He took the time to engage in a series of questions focused on Operator competencies. One of my favorite parts of the meeting was watching Rob interact with my client. I was a fly on the wall as two Chick-fil-A leaders interacted and delved into the business. I had a front-row seat for about 1.5-hours. It was almost like they forgot I was there. It was amazing. I paid close attention to what they discussed: people challenges, strategy (specifically ADPs), systems and processes for talent, and risk management with regards to succession planning. They confirmed everything I believed to be true about the Operator role. Operators WORK ON THE BUSINESS. That is not to say that these gentlemen aren't intimately involved in their businesses and the day-to-day operations. It was evident that they know their people and are present. Rather, I could see that the majority of their time is spent on high-level strategy and ensuring a HPO structure. Rob eventually hired me to develop and coach one of his Directors.

June 9, 2020

In-Person Restaurant Visit
Sean Sanz, Operator
Fort Pierce FSU

Sean and I originally met in 2019. He was a new Operator and was selected to mock interview a client of mine. On this particular date, Sean and I reconnected and discussed his business, changes in his leadership team, and his ideas for developing his team. We also both connected personally over a similar challenge our children had faced. It was a shorter conversation than most I've had with Operators (I'm sure because we already knew one another and have a relationship), but filled with rawness. Sean is always great at cutting to the chase and getting to the heart. After our conversation, Sean emailed me personally to follow-up on our conversation. That meant a lot to me. I've communicated to my clients the importance of personalized and thoughtful follow-up. Being on the receiving end reminds me how important a sincere expression of thanks can be in the people business.

June 12, 2020

BlueJeans Web Conference
Cleve Kiser
Retired Support Center Staff

I always mention to my clients that I wish I had met Truett and crave the chance to speak with people who knew him personally. I want to hear stories, the kind you don't read in books. I am constantly weaving Truett's own words into my coaching sessions to drive home points. I let Truett do the speaking, feeling like in order to truly inspire my clients they need to become so intimately familiar with his life and work that they can almost hear his voice speaking to them. My clients know that I started to watch archived "NEXT" videos where Truett spoke to Operators prior to his passing. I have a strong desire to get to know him and his heart. To my surprise, a meeting was arranged by a client for me with Cleve Kiser. Cleve shared his personal story and his positions within Chick-fil-A over a 30 year career. I heard personal stories about Truett. This was a priceless moment for me, and I never wanted it to end. I'm honored to work with the next generation of Chick-fil-A leaders and feel a strong calling to instill a healthy respect for the foundation Truett laid. My clients will represent Truett in towns across our great nation. If I have anything to do with it, they will take personal responsibility for continuing his legacy. In order to do that well, they must first understand that legacy and define it for themselves. Therefore, I must be ahead of them. I'm a girl who learned long ago to ask for what she wants and I didn't miss the opportunity to ask Mr. Kiser if we could continue our professional relationship. He agreed and we have connected on several more occasions.  

June 14, 2020

BlueJeans Web Conference
Speaking Engagement
Matt Webber, Operator
Mauldin FSU
Simpsonville FSU

Prior to several unfortunate events that our country watched on televisions and read about on social media sites this summer, I always pressed in with my clients on the topic of diversity and inclusion within their restaurants. This is not always an easy conversation to have, but that's not an excuse. As leaders we must face the truth: we have a problem in America. Diversity is a personal value of mine and has always been reflected in the selection of team members on all teams I've built. I believe that we are truly "better together". Leaders must lead well by admitting that we might have blind spots within our own attitudes even if we think we mean well. We do not always understand what our team members are facing, and must seek to communicate on topics that might be uncomfortable, topics like race. We show our team members that we are the "most caring company" when we care enough to lean in. Naturally, one of our Leadership Consultancy clients, a Director at Mauldin FSU, requested that Leadership Consultancy host and moderate a discussion for their restaurant leaders. The topic was Encouraging Inclusion Within the Restaurant. The client helped facilitate the discussion and invited a guest speaker. The conversation was difficult but needed. We discussed steps team members could take to jump-start change efforts: 1) Shifting focus from the business case for racial diversity to embracing the moral one 2) Promoting real, open conversations about race 3) Revamping D&I programs to concentrate on taking proactive, concrete steps and 4) Managing career development at every stage. I learned a lot about myself and my own biases during this season. It has been helpful to have three African American team members with whom I could trust my thoughts, fears, and questions. Our team models what we expect from our clients, so we engage in conversations that are difficult. I'm thankful that we've created a culture that's founded on trust--a safe place to be vulnerable about our anger, sadness, and hopes for a better future.

June 18, 2020

Phone Call
Jerry Goebeler, Operator
Chastain Square FSU

Jerry and I had the opportunity to connect via phone. It was an informative conversation focused on our personal stories and our love for the Chick-fil-A brand. Jerry shared his heart to develop his team and specifically shared the structure of his leadership team and the challenges they were currently facing in the business. I also learned about the Buckhead Leadership Development Program. Jerry has one team member that I have offered to coach on a pro bono limited basis. 

July 1, 2020

BlueJeans Web Conference
Leadership Consultancy
One Year Anniversary

Leadership Consultancy celebrated our first year in business! We had been planning a staff retreat in Florida, but with pandemic travel restrictions it proved too difficult to get our team together. We had to content ourselves with each ordering a celebratory meal and signing on to BlueJeans from our respective locations all over America. We enjoyed some screen time connecting with each other and appreciating our individual contributions to the team's success. We ended by brainstorming some ideas for a philanthropic project we could fund with LC profits that would help an existing Chick-fil-A client integrate The Leadership Challenge principles into the workplace. For me personally, reflecting on the year, I have realized that the journey has been far more rewarding than just getting to a finish line. I have relished the challenges of disrupting an industry and trying to delight my clients to a degree that results in a loyal client base. The excitement I have felt putting together an incredibly talented team, succeeding against Chick-fil-A franchisee selection odds, and increasing revenue by almost 300% YTD from nothing has unequivocally been a highlight of my career. 

July 3, 2020

In-Person Restaurant Visit
Randy Parks, Operator
Hanover (MA) FSU

Randy Parks was my first Chick-fil-A client. We have a very special professional relationship and friendship built on trust and mutual respect. It was one of the coolest days of my professional career to visit him at his Chick-fil-A in Hanover, MA. I walked him through his franchisee selection process and it was almost unreal to see it come full circle. The early success of his restaurant testifies to the months he spent laying the groundwork for operational excellence. He has created a restaurant in which I am proud to sit down and enjoy a meal. Randy and I still speak weekly and he has absorbed me onto his team as a consultant. I have access to CFAhome and additional resources through Randy. I have also interviewed his potential leadership team candidates, giving my professional opinion on their competencies for specific positions. Randy and I discuss his essential metrics, such as sales, net profit, food cost, labor, food safety (systems and processes), and CEMs. He has also hired me to coach his General Manager. While visiting on this trip, I learned iPOS, how to make macaroni and cheese, and how to make biscuits.  I also participated in the onboarding of new team members and learned the hiring process.

July 8, 2020

Strategic Planning Retreat
Amelia Island Plantation

I've always placed great personal value on establishing scared rhythms that create space and connection with my Lord. During years of full-time ministry, I often experienced a level of exhaustion that signaled to me that I was trying to do too much for too many. I realized that I needed to build significant margin into my schedule. While in full time ministry, I also created a LifePlan that to this day serves as a GPS pointing me back to the legacy I want to leave when I serve those entrusted to me. Each week I spend hours reading, journaling, and listening to God's voice. Every few months I spend a few days away reflecting, pursuing personal growth, and preparing for the next season. I find that this time makes me more productive. I’m "rearranging my life for what my heart desires most" (RH Barton). On this specific retreat, I spent 5 days in North Florida.  When my spirit was recharged, I spent some time going over feedback from my Chick-fil-A clients, all operations rock stars. With their goals in mind, I created a 2021 strategic plan that would take our team well into the next year.

July 10, 2020

BlueJeans Web Conference
Cord Sachs, CEO
FireSeeds

I have enjoyed networking with CEOs that serve Chick-fil-A as vendors. Meeting with Cord Sachs was a unique opportunity to compare notes with a company that does work similar to our own. They are based out of Birmingham and serve Chick-fil-A in both leadership development and talent acquisition. Our two hour BlueJeans conversation focused on our personal and Chick-fil-A stories. Cord asked excellent questions and challenged me to continue to build relationships within the Chick-fil-A family. He focused on how and why I was called. He also encouraged me to continue to pray about opportunities to partner with Chick-fil-A as a potential future Operator. It was encouraging to me personally to hear him confirm my thoughts on how my skills, background, and experience directly align with what he considered the key competencies of a Chick-fil-A Operator.

July 14, 2020

In-Person HPLT Meeting
Neil Hannon, Operator
Northlake Blvd. FSU

Neil hired me in 2019 to develop his General Manager. On this particular day, Neil invited me to participate in his HPLT monthly meeting. I met his team at the Hilton, where Neil had reserved a quiet meeting space with no distractions of the restaurant. He ran the meeting like a typical Executive Board Meeting, reminding me of my decade as Executive Director. There was an agenda and a power point presentation. Each leadership team member took turns, standing up in the front of the room and reporting on their area of the business.

July 17, 2020

BlueJeans Web Conference
David Crockett, Operator
Four Seasons Town Centre

Getting to know David has been a blessing to me personally. He is authentic and open about his Chick-fil-A journey, the early struggles as an External Operator, and how being a Chick-fil-A Operator has impacted his personal life, including his relationship with his wife and now his child. David has shown a genuine interest in my development and I appreciate his willingness to share his business with me. David eventually hired Leadership Consultancy to develop his HPLT through the relocation selection process.

July 17, 2020

Speaking Engagement
Chick-fil-A, Inc.
Remarkable Scholarship Recipients 

What an honor and humbling experience to be invited to speak to the $25,000 Remarkable Scholarship Recipient Alumni Group. The topic of my presentation was Coaching for Improved Work Performance. I spoke for about 30 minutes and then took about 1 hour of Q&A. The next generation is insanely inspiring to me! Today I got to spend time gleaning from the greatest. I’m humbled by the opportunity to mingle with competent, hungry, and forward-looking young people. I am so grateful for this moooooving opportunity. After the presentation I reached out to the group's organizer to receive feedback on how I could improve the presentation.

July 28, 2020

Speaking Engagement
Palm Beach/ Treasure Coast
Market Key Leaders Meeting 

Topic: "Path to the Pinnacle: Reaching New Heights in Your Selection Journey" This was my first opportunity to speak at a Chick-fil-A Treasure Coast/ Palm Beach Key Leader Meeting. The experience was very humbling. The 45-minutes presentation, followed by 1-hour of Q&A, was a call to action: I challenged those in attendance to value thoughtful and intentional planning over progress by leaps and bounds. Just as a climb up a mountain requires careful and meticulous planning, the greatest leaders invest time and effort into each step of their journey, knowing that the view from the top is well worth the struggle. This is a theme woven into many of my coaching conversations. After the presentation I reached out to two participants to receive feedback on how I could improve the presentation. Also, the Operator that leads the Key Leader Group, Nathan Buchanan, invited me to join the group for an upcoming outing at Top Golf. That felt welcoming. I really was a part of the team. I liked that. Once again, it felt great to have the market support!

August 3, 2020

Phone Call
Robert Barnes, Operator
Nine Mile Road FSU
Pensacola International Airport  
University of West Florida

What an encouraging conversation! Mr. Barnes took the time to share his Chick-fil-A journey with me. His genuine love for people showed in every story he told. I especially enjoyed that he got to know me by asking challenging and very personal questions. Mr. Barnes pressed in on topics such as how I came to love the Chick-fil-A brand, why I feel called to serve Chick-fil-A, my strengths and areas of opportunity, and my future dreams. He praised me for my courage to start my own company and to be innovative in my pursuits. I felt as though he was genuinely excited about my future potential in the Chick-fil-A family. Mr. Barnes eventually hired Leadership Consultancy to develop his General Manager through the selection process.

August 14, 2020

In-Person Restaurant Visit
Chad Tidd, Operator
Mount Airy FSU

I was introduced to Chad by a current client. The meeting was hugely encouraging. Chad was extremely vulnerable and shared real challenges and struggles he had faced while operating his Chick-fil-A. He spoke to the realities of the business and the partnership with Chick-fil-A. I was encouraged to hear how the Chick-fil-A family had supported Chad and his family. This demonstrated to me that Chick-fil-A doesn't stop at being considered a caring company. They truly want to BE the "most caring company." I focused my questions on balancing the stressors of a multi-million dollar business with a family. At one time during our conversation, I actually asked a very personal question and then excused myself from the table so that Chad could speak candidly with my client- man to man. The struggles can be real in this business and I knew from my limited time with Chad that he would be blunt. I've gleaned from experience that owning a business can be stressful at times, an entrepreneur must learn how to prioritize and rest.  As General George S. Patton said, "Fatigue makes cowards of all of us."

August 14, 2020

In-Person Restaurant Visit
Stockton Perry, Operator
Concord Parkway FSU

Stockton!!! Wow! This guy is pure genius. I was blown away by how "different" he was compared to all the Operators I had met. He was an outlier from his head of crazy hair to the soles of his cool boy shoes. I think the key takeaway from this meeting is that the Chick-fil-A family isn't made up of cookie cutter Operators. Truett Cathy may have had a formula for selecting leadership, but looking for Character, Chemistry, and Competence doesn't mean expecting every Chick-fil-A Operator to look and act the same. Stockton doesn't fit a mold, but he does have everything it takes to be a rock solid Operator: integrity, risk taking, entrepreneurial spirit, vision casting, a love for his team and community, a customer-focused mindset, and a heart to serve. Stockton Perry is a leader I would willingly follow.

August 14, 2020

In-Person Restaurant Visit
Rob Rogers, Operator
University Place FSU

I was introduced to Rob by a current client. I actually have two clients that worked in his restaurant. Rob took the time to get to know me personally. He shared his Chick-fil-A story and focused a majority of our conversation on his new restaurant, the development of leaders, and his philanthropic work in Charlotte. Our conversation was different than many other conversations I've had with Operators. I could tell that he was truly invested in his community and spoke at length about a ministry that he supports through his business and the resources that the restaurant provides. He discussed relationships he has built in the Charlotte area. I just got the feeling he WAS the Truett Cathy to so many in Charlotte. With my nonprofit background, I found much commonality in our perspectives and enjoyed our conversation.

August 15, 2020

In-Person Restaurant Visit
David Crockett, Operator
Four Seasons Town Centre

I had a great day working at Four Seasons Town Centre. David and I spent time over breakfast connecting and getting to know one another. This was a great start to the day. David allowed me to participate in the morning restaurant tasks: chicken pull, thawing, cabinet, and cleaning. I spent time getting to know his Kitchen Director, Maria, and learned about the kitchen systems and processes specific to food safety. I was also taught how to put together the ice cream maker (but let's be real, I couldn't put those twenty pieces together again if you paid me a million dollars). I also worked the front counter, taking orders and making beverages. I spent an hour on bagging. One of the highlights of the day was spending an hour with David, the General Manager of the restaurant. He shared his perspective on the most challenging parts of running the restaurant: recruiting, hiring, onboarding, training, managing, coaching, and retaining stellar team members. Basically, people!! His thoughts on talent strategy were insightful and encouraging, even considering that's already a strength of mine.

August 15, 2020

In-Person Restaurant Visit
Keith Kiser, Operator
Brassfield FSU
The Village at North Elm FSU

I spent hours with Keith Kiser and his team at Brassfield. When I first arrived they didn't waste any time and immediately assigned me to expediting. I made beverages, bagged, and ran food to guests waiting in mobile pick-up spots. It was raining heavily that day, so the iPOS team had been switched out for headsets. Thus, I had the first opportunity to take orders on a headset. Saying I was horrible is an understatement. It was definitely a growth opportunity for me. I felt slow, and I hate that feeling. I ended my shift moving inventory (beverage cups above the drive-thru window) from the floor to high up on shelving- dodging about eight people also working in that small area. We were actually climbing up a ladder. It was organized chaos. I also met with both Mr. and Mrs. Kiser. Our conversation centered on the history of Chick-fil-A, their 30 year history as an Operator family, and the blessings and challenges they have faced over the years. It's my humble opinion that many times people from the outside see the Operator role as some cushy job where you drive a Tesla, play golf all day, and the money just rolls in. The realities of the business are laid out in candid conversations with Operators that trust me enough to lay all their cards on the table. I was able to ask Mr. Kiser some pretty tough questions about a growing list of cons I have for going into business with Chick-fil-A. He was transparent and answered many of my questions honestly. This was extremely beneficial for me. Lastly, just having Mrs. Kiser there for the conversation added so much depth, providing insight where it might have been missed.

August 21, 2020

Leadership Consultancy
Purpose Statement

Our team worked on an update of our website that better reflects our vision and values. While we still maintain clear separate branding to emphasize that we operate outside of Chick-fil-A corporate, we emphasize the depth we are able to offer our clients as a business that partners only with those who serve Chick-fil-A. Our updated Purpose: Leadership Consultancy builds and strengthens current and future leaders by serving as a trusted business advisor and consultant to Chick-fil-A®  franchisees, positioning them to share their vision and fulfill their purpose.

August 28, 2020

BlueJeans Web Conference
Chris Walsh, Operator
Malvern FSU

The meeting, which Chris had reached out and requested, was inspiring. My understanding is that he was seeking an Executive Coach for one of his Directors and I was recommended on an Operator Facebook Group. That felt humbling and exciting. Yay! But unfortunately, I was booked solid. I had no room in my schedule to take on another client. I decided to proceed with the consultation. In over two hours we shared our personal stories and our businesses. Chris took the time to vet me. He asked great questions and challenged me in my thinking about the business. Chris had invited his Director of Finance to join in on our conversation. She was a bright and talented African American female, and she was hungry! After speaking with her and confirming competencies, I just couldn't say no. I believe we are truly "Better Together" and I'm thrilled about the future of Chick-fil-A, a future where the Operator family represents our customer base. I believed in her and was thrilled to help an African American woman give the franchisee selection process her very best. I agreed to take her on at 7:00 am on Tuesday mornings. I just couldn't say no!

August 31, 2020

In Restaurant Visit
Justin Mears, Operator
Marvin Rd. & Quinault FSU

I received an opportunity to meet Justin Mears briefly and get a tour of his new FSU in Lacey, WA. I always enjoy meeting true external Operators with zero Chick-fil-A experience. There's definitely a learning curve- It must feel like drinking from a fire hose. The highlight of my visit was connecting with the GOS team and hearing about their experiences. This was a first for me. It was intriguing to hear about their challenges opening a new location in an emerging market. I also learned a lot about the construction process and what goes into making sure the restaurant is ready for GO on day one. I asked a lot of questions about the process leading up to GO. Questions like, "Who does the hiring of new team members?" and "How does the new Operator ensure his team members are trained properly prior to the GO team leaving?" and "How is the GO team evaluated?" I also asked questions about the construction process. Questions such as, "Does the Operator get a say in construction decisions like a door vs. drive-thru window and a meeting room vs. playground?" I also questioned the design of the kitchen, especially how close the machines were to the primary boards. They seemed awkwardly close in proximity. 

September 3, 2020

BlueJeans Web Conference
Bret Farris, Operator
Grand Parkway North FSU

I loved hearing Bret's journey to Chick-fil-A. He went from teaching high school to coaching football and track to running a landscaping company to ultimately selling chicken! Once again, the Operator profile isn't cookie cutter. I was thankful to hear Bret share his personal story. I learned all about his wife and four children. We discussed his role as an IM, prior to being selected. Bret shared the ups and downs of being in business "for yourself, but not by yourself" and the partnership with the Cathy family. I was thankful to have Bret inquire about me personally and career history. He took an interest in my current work and encouraged me to continue to learn the Chick-fil-A business. I asked Bret about experimenting in the role of Operator. I am an innovator and just keep wondering if I would be given the freedom to ideate in the restaurant as a franchisee. I asked Bret, "How have you taken risks and engaged in experimentation by consistently generating small wins and learning from experience?" Eventually, Bret hired me to coach one of his leaders.

September 4, 2020

BlueJeans Web Conference
Edgar Ortega, Operator
Desert Blvd FSU
Mesa Street Remcon Circle FSU

Edgar and I have a unique relationship because he watched me coach his brother over an eight-month period. He saw a drastic change in his brother's ability to communicate clearly and to own the business. I had so many questions for Edgar. After discussing his Operator journey, I asked, "Do you see the Operator role more as an employee of Chick-fil-A, Inc. or entrepreneur?" We discussed ways he's developed his team, and I asked, "How have you searched for opportunities by seizing the initiative and looking outward for innovative ways to improve?" On this date, Edgar requested a consultation to inquire if Leadership Consultancy could invest in the leadership development of leaders within his two restaurants. Edgar did hire our team and our engagement begins this fall.

September 8, 2020

BlueJeans Web Conference
Jimmy Cristantiello, Operator
St. Lucie West FSU

I met Jimmy in the Spring of 2020 (prior to Covid-19) during an Operator Market Meeting. On this date, Jimmy had requested a consultation for 360 assessments and coaching for key leaders in his restaurant. Our time together began with me sharing my personal Chick-fil-A journey and he did the same. I asked Jimmy, "How do you strengthen your team by increasing self-determination and developing team member competence?" and "What tools have you used in the past to build leadership capacity within your restaurant?" After he congratulated me for the success of my small consulting firm, we got right into discussing his team and how we might best serve him. Jimmy did hire Leadership Consultancy and our engagement began immediately. Once again, it felt great to have the market support!

September 8, 2020

In-Person Restaurant Visit
Kyle Zimmerman, Operator
Victorville FSU

I had the pleasure of taking Kyle, his wife, son, mother-in-law, and sister-in-law out to dinner. It was a great night of fellowship, just getting to know one another on a more personal level. My most important KPI (to me on a personal level) is that Operators I coach are crushing it in their restaurants and thriving in their personal lives. In order to impact that goal, I must build a genuine relationship with Operators and their families. This meal helped continue to build trust and set the stage for a long term relationship.

September 9, 2020In-Person Restaurant Visit

Kyle Zimmerman, Operator
Victorville FSU

I couldn't be there in person due to Covid-19, but on this day, Kyle Zimmerman was asked to represent Chick-fil-A as the Operator of Victorville, CA. As always, I was in Atlanta and kept the tradition by providing breakfast from Chick-fil-A prior to his interview. All my clients love this. They especially loved it because Kyle's wife is pregnant and the breakfast helped her with morning sickness.

September 15, 2020

BlueJeans Web Conference
Jeremy Stouder, Operator
Harris Square (NC) FSU

I really enjoyed my two-hour conversation with Jeremy. We shared our personal stories and how we both ended up serving Chick-fil-A. He shared about his first restaurant and how he relocated to North Carolina. Jeremy asked me a lot of challenging personal and professional questions. At times it felt like an interview, but I understood that he wanted to truly get to know the real me. I also had questions about his restaurant, the "partnership" with the Cathy family, and how he's grown both professionally and personally as an Operator. We shared our favorite leadership books and I ended up mailing him a few after our conversation. I asked Jeremy questions such as, "How do you balance your professional and personal life, especially with a new bundle of joy in the home?" After he congratulated me on my innovative mindset and the success of my consulting business, we discussed how I might serve him and his team. I did pose the question, "How can we foster a collaborative relationship that both serves you in the restaurant and positions your Director for success in LDP?" Jeremy ended up hiring me to coach one of his Directors.

September 15, 2020

In-Person Restaurant Visit
Justin Barnes, Operator
Dubuque FSU

I had the pleasure of taking Justin and his wife out to dinner. It was a great night of fellowship, just getting to know one another on a more personal level. Most of my client meetings are hosted via BlueJeans so it's always nice to meet in person. Operators in the quick-service industry spend long weeks in the office and behind the counter supervising others. Sitting down at a restaurant and enjoying a meal with colleagues that are also friends is a cherished blessing, as well as a chance to reflect on the guest experience that we strive to provide for others.

September 16, 2020

In-Person Restaurant Visit
Justin Barnes, Operator
Dubuque FSU

I couldn't join Justin at the support center due to Covid-19, but on this day Justin Barnes rang the bell to represent Truett Cathy as the Operator of Dubuque, Iowa. As always, I was in Atlanta and kept the tradition going by providing a breakfast of champions from Chick-fil-A prior to his interview. On this date, it was fun for me to introduce Justin's wife to Chick-fil-A breakfast for the first time- she loved it!!!

September 16, 2020

In-Person Restaurant Visit
Jon Klavohn, Operator
Moline FSU

What a fun celebratory lunch with Jon and his wife. We were all there to celebrate Justin Barnes on becoming the Operator of Dubuque, Iowa. I enjoyed meeting Jon. He shared his personal Chick-fil-A journey and asked me a lot of questions about my family, my 10 years in ministry, and my current consulting business. It was a nice conversation and I could tell that Jon took a genuine interest in me professionally. I focused my questions on Chick-fil-A, Inc. I asked questions like, "What excites you about the future of  Chick-fil-A, Inc.?" and  "How does Chick-fil-A, Inc. enlist Operators in a common vision by appealing to their shared aspirations?" He invited me to his restaurant and, a few days after our lunch, he recommended Leadership Consultancy to a candidate that had been waiting for a Focus Interview for over a year. It felt great to have my work valued.

September 19, 2020

BlueJeans Web Conference 
Daniel Mitchell, Operator
Burlington Mall

There are some meetings that are just "way up there" in terms of authenticity. My conversation with Daniel was one of those. He was so open and honest about his Chick-fil-A journey. He shared about his time with Windshape and how he worked alongside Chris Darley prior to turning in his EOI. He also shared details regarding the business and personal challenges he faced early on as an Operator. He was open about how he questioned if he was made for the role and at times believed the lie that he wasn't successful, especially comparing himself to other Operators. We discussed how personal values and priorities play such a vital role in the success of an Operator.  I remember asking, "How did you clarify your values, by finding your voice?"and "How do you currently set an example by aligning your actions with the shared values of your team?" Daniel asked me very personal questions about my leadership, how I balance my personal and professional life, and my business and future goals. He was an encouragement to me. It was my pleasure to come alongside him to support him and his team in their goals after he inquired about hiring Leadership Consultancy for our services.

September 23, 2020

BlueJeans Web Conference 
Perry Rhue, PCC, CPCC

I set up a consultation with Perry to inquire about hiring him as my personal Executive Coach. The conversation was amazing and I loved our time together. I decided to hire Perry, thinking his background is the opposite of mine and he'd therefore be best positioned to give insight into developing my skills and eliminating any blind spots in my strategy. He is seasoned in his career, African American, male, corporate in his background (mostly with IBM) and lives in Atlanta. I was looking for an experienced coach who works closely with Executives. I want someone to help me see my biases, who will challenge me and ask questions I need to be asked. He draws on his extensive knowledge base to help already established coaches assess and fine tune their businesses and navigate complicated transitions. I am specifically hiring a coach to help me focus on 5 main areas of my personal leadership 1) Decisiveness 2)  Engaging for Impact  3)  Relentless Reliability 4)  Adapting Boldly and  5)  Perspective Getting.  I completed his online application and our sessions will begin in November.

September 25, 2020

BlueJeans Web Conference 
Shawn York, Operator
Crossings at South Corona FSU  
Hidden Valley Parkway FSU

This was hands down one of the BEST conversations I've had since working with Chick-fil-A. This guy is sharp, intriguing, and the word "challenging" doesn't do him justice. I could tell that something was different from the start of the conversation. Our meeting was over two hours long. We discussed our stories in detail. We both took the liberty to ask clarifying and challenging questions. After I finished telling my personal story, Shawn went on and on about how impactful my story was and how it shook him. He shared that he felt my story very much resembled Truett's and it made him wonder what I would do next in my career. We also discussed our families, his podcast, his hobby of singing in a barbershop quartet, how Covid-19 has impacted his business and him personally. I inquired about systems and processes he applies within the restaurant, especially those focused on people and culture.  He invited me to spend a few days in his business to see first hand how his team implements the York Framework. I have plans to fly to California at the beginning of the year, and I fully intended to take him up on his offer to visit Mickey Mouse with his family and eat a few amazing tacos. Shawn did hire me to coach his Operating Partner.

October 1, 2020

Leadership Consultancy
3Q Results

I'm a strong believer that results speak louder than charisma. Leadership Consultancy has executed our goals for 2020 despite the pandemic. Our team reevaluated our Purpose Statement and has created the first draft of our 2021 Strategic Plan. The Leadership Consultancy team has grown to 8 team members, including a retired Fortune 500 VP to run our HPO business in the short-term.  We've worked diligently to create a positive culture and a talent strategy to match. One of our greatest accomplishments in 2020 is saying "no" to shiny lucrative opportunities that are not aligned with our values or the services we provide.  As an example, we have refrained from scaling the selection side of the business out of respect for the integrity of the selection process. We've held to our commitment to respect Chick-fil-A in our marketing efforts, which has led our team to focus on providing delightful customer service that equates into nearly 90% word-of-mouth referrals. Our team has also made our social media a priority. Leadership Consultancy has continued to support local philanthropy and to donate training materials, books, and our time to those who might not otherwise afford our services, specifically military veterans, Christian ministry workers, and Chick-fil-A Operators struggling to make profit. As of third quarter, revenue growth is over 300%, and our clients serving as Operators and in Launch Support (previously LDP) state they are thriving in their restaurants and in their personal lives. YTD, we've supported 3 Operators in their franchisee selection journey, one Operator through the relocation process, and 2 through Launch Support selection. Our team is increasing in scope and is positioned to grow the HPO side of our business in 2021. My main goal is to orient Leadership Consultancy to be sustainable, with or without me at the helm. 

October 8, 2020

BlueJeans Web Conference 
Zach Thomas, Operator
Rockmont FSU 

Wow! Another inspiring conversation. Someone should write a book just about Chick-fil-A Operators. Franchisee selection is on point! Zach and I were connected through a mutual relationship with my new business coach Perry Rhue. Perry felt that we had a lot in common and believed it would benefit the both of us to establish a working relationship. Zach shared his personal journey to Chick-fil-A in detail. He graduated from West Point, had a strong career in the Army (as a Ranger), and then ran a successful international coffee business. He also shared how he was introduced to the Chick-fil-A Operator opportunity and his miraculous franchisee selection process. I asked a lot of questions about how he made the decision to go into business with Chick-fil-A and what that partnership looks like on a daily basis. He shared about his relationship with Chick-fil-A Executives and their support of him personally. I learned and asked questions about his challenging first FSU and how he focused on creating a culture and casting a shared vision in his restaurant. I asked specific questions about his sales growth and what he believed contributed the success to exactly. He also shared about his new restaurant and HPLT in Rockmont, GA. Zach complimented me on my risk-taking and innovative business strategies. He inquired more about what I do and we look forward to delving more into my business at our next meeting. He also shared about a ministry he is involved in and how he is extremely passionate about the work God has called him to outside of CFA. I learned about Leader Farming, the book he wrote. We agreed to follow up after I have a chance to read the book.

October 13, 2020

BlueJeans Web Conference 
Will Lane, Operator
Westgate Mall (SC)

Will took a genuine interest in me and my journey through Corporate America, ministry, and now Chick-fil-A. Will and I realized quickly that we have many things in common: my mother's side of the family all grew up in a small town called Andrews, SC, and Will is from the neighboring town. Will is a huge Clemson Tigers fan, and our favorite restaurant (outside of CFA, of course) is Wade’s in Spartanburg. We actually lived in the same neighborhood (Sugar Creek) at one point, and Will led a Bible Study for East Cooper Baptist Church in my college best friend’s home in Mount Pleasant, SC. As we shared our personal stories, we realized there truly was only one degree of separation. Will shared challenges and struggles he has faced as a mall operator, especially during the pandemic. I asked questions focused on his leadership team structure, how the holiday season impacts his business, and his long and short-term goals. Will would like to hire Leadership Consultancy and we have a follow-up appointment scheduled in the next few weeks.

October 16, 2020

Phone Call 
Tucker Barr, AGG
Chick-fil-A Legal Team

My heart still skips a beat when Tucker Barr's name pops up as an incoming call. I had no idea what he wanted, but whatever it was I strive to always be his easiest call of the day! I view our conversations as an "unexpected opportunity" to show Chick-fil-A that as long as I'm CEO of Leadership Consultancy we are here to serve the brand, and that fact will be reflected in all of our decisions. Tucker called to make 3 requests on behalf of Chick-fil-A, Inc.:

 

1) He asked if I'd be willing to add a Notice of Non-Affiliation and Disclaimer to my website and social media accounts. To his surprise, I had already made the decision to add the disclaimer to our website, social media sites, our company email signatures, and to every post that Leadership Consultancy has ever made. I also added the disclaimer to our 2021 Strategic Plan and 2020 Review. Tucker, in amazement, took time to verify while we were speaking and communicated his appreciation and respect that I had engaged in due diligence. I honestly could tell he was SHOCKED!! "Wow! I can see you added it to the Leadership Consultancy website too."

 

2) Tucker requested that our company change its Purpose Statement to: "Leadership Consultancy builds and strengthens current and future leaders by serving as a trusted business advisor and consultant to Chick-fil-A® franchisees, positioning them to share their vision and fulfill their purpose." The minor change from "Chick-fil-A clients" to "Chick-fil-A franchisees" seemed like a perfectly reasonable request.

 

3) Tucker requested that Leadership Consultancy not quote Truett Cathy. I immediately committed to delete a Truett quote from our website. I asked for further clarification, and Tucker agreed to confirm with Chick-fil-A, Inc. if the request also applied to social media sites. I am more than happy to refrain from quoting Truett, but I respectfully reminded him that my clients are Chick-fil-A Operators. If they are executing their roles with excellence, they seek to represent Truett, and it is my job to advise them in this huge responsibility. It is my humble opinion that Truett’s words are the Operator’s most powerful tools, and they need to hear and read them as much as possible. Tucker agreed to follow-up if I needed to make additional changes.

 

We ended our conversation with me reminding Tucker that I would do whatever Chick-fil-A, Inc. wanted, even if that meant shutting down my business. Leadership Consultancy’s mission is to serve Chick-fil-A, and we always appreciate feedback on the boundaries needed to do our job.

October 22, 2020

BlueJeans Web Conference 
André Kennebrew
Launch Support
Leadership Development Program

My conversations with André are always stimulating. We began by connecting personally, chatting about Covid-19 and how pandemic restrictions are impacting both of our businesses. André inquired about my previous experience in the nonprofit sector and asked specific questions regarding a fundraising campaign he is executing as the chair of Point University’s board of trustees. He then answered 3 questions I proposed:

 

1. Being that I have never met or spoken to a female Chick-fil-A Operator, are there any with whom you’d recommend that I connect? He offered to help me make introductions to female Operators. I still would like to meet with a diverse group to learn more about their stories, how they balance work and family life, and how gender has impacted them as Operators.

 

2. Since we spoke in January, I have followed up on your feedback to meet Operators and spend time in the restaurant both administratively and operationally. What additional feedback and/or suggestions do you have for me moving forward? He assigned some homework for me.

 

3. In your opinion, as someone who spent years in franchisee selection, is there anything that I can start doing, stop doing, or continue doing that would ensure the integrity of the franchisee selection process? We had a pleasant and thoughtful discussion about the weight of my responsibility as a franchisee selection coach.

 

We ended by discussing some business decisions he will be making in the next month, and I will be praying for wisdom as he continues to take steps regarding these opportunities. I followed up via email and look forward to connecting with him again in the near future.

October 27, 2020

Phone Call
Jennifer Austin, Operator
Broward Mall
*André Kennebrew Connection

I had my FIRST female Operator conversation today.  I must say that our conversation was by far the most authentic. It means so much that she invited me into the intimate spaces of her perspective and her business.  I imagine myself treating her to lunch in Fort Lauderdale someday, and leaning over a table and continuing our dialogue in person. 

​

October 29, 2020

BlueJeans Web Conference 
Andrew Gaddie, Operator
Four Corners FSU

October 30, 2020

BlueJeans Web Conference 
Marc Clapp, Operator
Wolfchase Galleria FSU
Wolfcreek FSU

October 30, 2020

BlueJeans Web Conference 
Courtney Holmes, Operator
The Crossing at Katy Fulshear FSU
*André Kennebrew Connection

I appreciated Courtney's willingness to walk through your nineteen year Chick-fil-A journey. Incredible. She described her first year as an Operator. It was insightful to hear her perspective on the different challenges presented by Covid in the Houston market regarding drive-thru, mobile spots, and a young team. I never would have thought of communicating with parents, sending out videos, and all the other creative ways she kept her team safe and healthy. 

 

She also shared about how she and her husband balance business and family. Mark is a rockstar at his job, but he would also love focusing on our family and helping our kids gain confidence in their interests.  Hearing how her husband isn't as engaged in the day-to-day business was encouraging to me as well. 

 

The highlight of our conversation was when she inspired me to seek out Operators that are leading with specific KPIs (sales, profit, food safety, drive-thru, food cost, labor, CEMs, etc.) instead of seeking out the best female operators. This is great advice, and I plan to implement the wise counsel immediately. 

​

I was also thankful for her wise counsel and guidance regarding navigating the Chick-fil-A waters. 

October 30, 2020

BlueJeans Web Conference 
Brynn Albretsen, Operator
Florence FSU
*André Kennebrew Connection

Brynn took time out of her busy 2021 Planning Day to meet with me. It was interesting to hear about her habits of reflection.  She is crushing it in business while also keeping her family a priority.  She walked me through her Operator journey, giving her perspective on the different advantages and challenges of each restaurant concept (Mall, DTO, and FSU). The way that she currently structures her organizational chart and hires mostly full-time team members is insightful.  I also really like the way she casts vision and plans strategically.

 

She also shared extensively about her husband's role in the business. I mentioned that my husband, a talented Landscape Architect, owns his own firm. He loves his profession, his projects, and the people that he works with. He loves connecting with the community, supporting charitable organizations, and making new friends around every corner.  Mark and I have often discussed [and prayed] what role he may play if God ever called me to be an Operator.  At this time, I believe that his involvement would be limited.  However, he has a keen awareness of customer experiences and details.  Mark would be great at driving order accuracy, taste of food, and overall cleanliness.

 

She ended by sharing information about the DTO forum, the Female Operator Group, and the AAON. I was encouraged to hear about the support Operators provide to one another. I think my favorite part of our conversation was hearing how many female operators rallied in support of the 18 on the panel. That was exciting and encouraging to hear.  These ladies are competitive, but the relationships come first.  Lastly, she suggested that I contact Ashlee Lawson. I look forward to connecting with her and discussing her Chick-fil-A business. 

November 2, 2020

BlueJeans Web Conference 
Chris Walker, Operator
Summerville (SC) FSU
Goose Creek FSU

November 2, 2020

BlueJeans Web Conference 
Juli Salvagio, Operator
Holcomb & Buffalo Speedway FSU
Texas Children's Hospital
Texas Medical Center
*André Kennebrew Connection

Juli doesn’t pull any punches.  Our conversation was real, authentic, and at times even raw.  She doesn’t see the Operator life as all roses, and yet she’s fiercely committed to her role and the business.  She’s spent fifteen years with Chick-fil-A after a background with the American Heart Association and the Greater Houston Restaurant Association.  She shared about some of the conflict with Operators in her area without giving too many specifics or losing professionalism.  She also credits professional coaching and personal counseling with her managing to stay ahead of the game during times she and her family struggled.  Her humility and willingness to seek help has served her well in hard times.  

 

Within the walls of her restaurant, her team is very closely knit and she feels a personal responsibility for all of the team members in her “pen”.  They call her the Chicken Mom, and they operate almost like a family.  She sticks with her strengths-- her passion is marketing-- and hires out her gaps.  Maintaining a safe and connected atmosphere seems to be her secret to staying above the daily trials.

 

I ended the conversation with a request: would she be willing to participate in a future zoom call with other female Operators in the Houston market?  She agreed, and also offered to spend time with Mark and I if we were able to fly to Houston sometime.  She felt it would be beneficial for us to create relationships with some Operator couples.  I appreciate her perspective in this area, as she was candid about her own areas of difficulty but was also able to share how her marriage had been strengthened through adversity.

November 4, 2020

BlueJeans Web Conference 
Lauren McGuire, Operator
Popular Road FSU
*André Kennebrew Connection

She and I are like twins-- that was my first impression and I think she felt it too.  She is within 10 years of my age, and the Operator of Chick-fil-A Popular Road FSU.  She became an Operator in her late forties, with kids headed to college.  I'm still in shock after learning that she has two brothers that are Operators, another that serves as a business consultant, and her husband retired from a long career as a Chick-fil-A lawyer. The family ties are special. I mean, her kids even grew up going to school with members of the Cathy family. She shared about her heart for teenagers and young professionals in your restaurant. As someone who volunteers facilitating leadership development workshops for teenagers, that really resonated with me. I share the desire to influence the next generation. Her openness has given me much to think about in the coming weeks. Her passion for her work is evident in every word. I was inspired hearing how she leveraged her obvious talent with the two "strategic bets" at the Douglasville Mall: catering and curbside.  Even more impressive was her tenacity in fighting for the opportunity to pilot the Chick-fil-A App. I mentioned during our conversation that I love to innovate, ideate, and create.  It was intriguing to hear her say that she can "push the bounds of authority" while also respecting Chick-fil-A with the utmost integrity. I REALLY liked that! 

 

I would welcome the chance to speak with her again and possibly even spend time in the restaurant. She’s an insanely competitive person and I’d love to see her in action.

November 4, 2020

BlueJeans Web Conference 
Lauren Plain, Operator
c470 & Kipling FSU
Aspen Grove FSU
*André Kennebrew Connection

Lauren’s eleven year Operator journey began with a Chick-fil-A internship. It is encouraging to me how well she has identified and focused on her own strengths and how she and Brad tackle the business together. This is the information I need as I imagine Mark and I functioning as a team with me in the driver’s seat in the restaurant.  I appreciate the picture she gave me of the real ins and outs of the business, especially as it relates to Grand Opening volume projections, backfill transitions, and multi-unit realities. 

 

I keep thinking about her first 3-months at Aspen Grove. I can't imagine what it was like to make the difficult decisions she was faced with. Laying off team members, operating with a skeleton crew, absorbing debt, and passing the financial burden to Kipling had to be some of the greatest challenges of her career. We talk about pivoting and being agile in this business- she and her team should win the award! 

 

She also listened as I shared my heart as it pertains to being a female with an interest in the Operator role. She had similar questions at the beginning--not knowing if being an Operator was within reach for women. I am also encouraged to hear that leaders such as Tim Tassapolos are inquiring as to how we might begin to change the perceptions.  The best news is that she has a seat at the table of this dialogue. She’s a rockstar! I will be praying for her family and her team.

November 4, 2020

BlueJeans Web Conference 
Cherrod Pate
Sr. Principle Operations Lead
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