Norman Transcript

Philip was in the Norman Transcipt and didn't even tell me. 

Here is the article and picture that was in the newspaper. 

September 21, 2011


Chick-fil-A president says better service means higher profits

By Andy Rieger

The Norman Transcript Wed Sep 21, 2011, 10:56 AM CDT

NORMAN — The president and chief operating officer of Chick-fil-A restaurants doesn’t mince words when it comes to his 65-year-old company’s business philosophy.

“We feel like we’re on a crusade trying to change the world one sandwich at a time,” Dan Cathy told a room full of business and civic leaders gathered for breakfast at Journey Church Wednesday morning. “We’re really a ministry disguised as a restaurant.”

The local operators’ workload often resembles that of a youth pastor, working with 70 young people who come in contact with 60,000 to 70,000 customers a week.

Cathy, the son of the restaurant’s founder Truett Cathy, was in Oklahoma this week speaking at various events, including the University of Oklahoma and Crossings Community Church in Oklahoma City.

Founder Truett Cathy has visited Oklahoma. “He’s 90 years old and going strong. He still reminds me daily that he is the chairman,” Dan Cathy joked.

Cathy was hosted in Norman by local operators Mike Hilgenfeld, Brian Hilgenfeld and Philip Smith. A third generation of Cathy family members has joined the privately-owned company based in suburban Atlanta, Ga. They must work elsewhere for two years before joining the family business.

In Norman, Cathy used familiar Bible verses to emphasize modern operating principles taught to the company’s owner-operators. Businesses, he said, should strive to go the extra mile and extend customer service beyond expectations.

That will produce “raving fans” who will tweet about their experience before they leave the parking lot, Cathy said.

“We want our customers to be the ones to build our brand,” he said.

Customers are known to camp out for days before new stores open. He said the restaurant has achieved “cult status,” similar to Krispy Kreme and Starbucks.

“That’s a very heavy thing to get your arms around,” he said, noting the demise of Krispy Kreme. “Cult status is fleeting.”

Better customer service provided to the “cult” will produce more profits and loyalty, he said. The company, which started with The Dwarf Grill in Hapeville, Ga., in 1946, has more than 1,500 locations in 39 states and Washington, D.C. Annual sales in 2010 topped $3.5 billion.

“It’s all based on the service. It ain’t about the cows. Sorry marketing people.”

He said teaching employees to be friendly, change their vocabulary and go beyond customer expectations doesn’t cost any more but it does take practice. Owner-operators learn better service practices at a warehouse designed to resemble a Chick-fil-A restaurant, complete with golf carts and make-believe drive through windows.

“Want a refill? Or may I refresh your beverage? Which has more cha ching, cha ching. From my experience, and from an accounting standpoint, it costs the same,” he said.

“But it takes a lot. We taught these heathen, barbaric teenagers how to say, ‘my pleasure.’”

Cathy said businesses need to make a profit to support churches.

“I just really think God wants us to win. We have to have a heart for this. It’s not just about the head.”