Everyone Has a Story

A few years ago, I had the priviledge of attending a leadership conference at which Chick-fil-A CEO Dan T. Cathy was speaking. During his talk, Cathy addressed the question, "How do we take a teenager who has never held a job and turn him or her into a customer-service specialist?" CAthy's answer: We teach them that everyone has a story. The folks that show up at the drive-through window or walk up to the counter are going through things. They have a story. The may have had a good day. Or a bad day. Or a terrible day. They may be struggling with relationships. They may be facing illness or the loss of a loved one. As the person behind the counter, they don't know their customer's story. So they train them to be aware that every person is worthy, every person deserves the best customer service possible. "My pleasure."

In September of 2018, Hurricane Florence rocked the Carolinas. One Chick-fil-A franchise put "everyone has a story" into action…

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