Dee Ann Turner, Chick-Fil-A VP of Corporate Talent, details her organization’s service and wow-culture in It’s My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture. Named for a saying that’s the norm in the food chain that now permeates businesses everywhere, It’s My Pleasure shares lovely stories of the people making Chick-Fil-A a powerhouse business continuing to innovate and wow customers.
Because Chick-Fil-A knows the people doing the work matter, they take great measures to steward their people – hiring the right people and then growing those people into their leaders at every level of the business. It’s refreshing to see often word-only business concepts like “loyalty” in a different way through Turner’s examples of how the company creates raving fans not only in their customer base but within their ranks, as well. And while most of us rarely consider dining in a fast food chain as a great “experience,” Chick-Fil-A works for just that purpose, delivering “second-mile service” rooted in deep faith principles.
Easily read in an afternoon, if you’re curious about culture change and how great organizations practically implement unparalleled service, It’s My Pleasure is the book for you.