Chick-fil-A & North Point
Six years ago today, I walked away from the marketing department of Chick-fil-A, Inc. and joined Buckhead Church and North Point Ministries. Since that time, one of the most frequent questions I am asked is, “What is the biggest difference between working at Chick-fil-A and North Point?”
“I work on Sundays,” is my usual response.
What’s interesting though, is that there are more similarities than differences between the two organizations. I was reflecting on this the other day and thought I would capture what a few of those similarities are:
1. Excellence is a spiritual value.
You don’t have to look any further than Colossians 3:23 to understand this value. Excellence doesn’t mean perfection because perfection isn’t a reality. Nor does this require big budgets. It’s an attitude and an understanding that our work clearly reflects the One we serve. Both Chick-fil-A and North Point seek to glorify God and realize that excellent work is a great means to that end.
2. Both organizations value results AND relationships.
We’ve probably all worked in organizations that chose results over relationships, or vice-versa. The secret for thriving organizations is the decision to focus on both.
3. The Marathon known as the interviewing process.
Chick-fil-A and North Point are known for their thorough interview process. “We don’t hire. We select.” – is a phrase that accurately describes the strategy. In one of my interviews at Chick-fil-A, I was there for five hours! That’s pretty intense. And yet, if you’ve ever hired the wrong person you know how much you wished you would have done your due diligence on the front side.
4. Great leaders serve.
Servant leadership at Chick-fil-A and North Point is not a strategy. It’s a lifestyle.
5. Good is the enemy of Great.
Both organizations understand the need to fight for simplicity. As any organization grows, the natural tendency is to expand toward complexity. This requires constant focus and pruning of the “good opportunities” in order to stay true and leverage the “great opportunities.”
6. Past performance is not an indicator of future success.
Though this sounds like a mutual fund disclaimer, both organizations understand the inherent danger of ‘success’ and past performance. Success breeds complacency. Complacency breeds failure.
7. “We are in the people business.”
I’ll never forget Dan Cathy, President of Chick-fil-A, saying, “We are not in the chicken business. We are in the people business.” That’s a powerful statement. Sometimes in church world, the ministry can come before ministering. Likewise, I have experienced an understanding at North Point that says, “We aren’t in the church business. We are in the people business.”
I could keep going but I’ll stop there for today. I know this talk of chicken is probably making you hungry, so for the first 25 of you who respond with your favorite Chick-fil-A and/or North story here, Chick-fil-A will send you a free sandwich coupon. Eat More Chicken.
Thanks,
Jeff
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Personal Developmentposted
mar 24, 2009by Buckhead Church
March 24, 2009 at 6:46 am
Wow. Great thoughts Jeff. I really have a lot of respect for both of these organizations…
March 24, 2009 at 7:22 am
I agree with every point you made and am thankful to have the opportunity to be a part of Buckhead Church and am always glad to support such a wonderful organization as Chick-fil-A! I see all of these values each and every time I step foot into either one!
March 24, 2009 at 7:31 am
I see the comparison but Christ died for the local church. I am glad you serve it.
March 24, 2009 at 7:34 am
I have a Chick-fil-a biscuit literally every morning on the way to work! A Chick-fil-a corporate position is my dream job as well. I look forward to the day I get to fulfill that dream and be a part.
March 24, 2009 at 7:35 am
all I can say is that when I have visited both places (Chick-fil-A more often, since I live in PA), I have always felt accepted and that people have wanted to help me. Help me find a seat. Help me find what I wanted to eat. Help me if my hands were full. Help me…. Now I’m wishing I would have grabbed a chicken biscuit on my way to the office today!
March 24, 2009 at 7:38 am
one time the manager at my chick-fil-a gave me a free sandwich coupon just because they put pickle on my sandwich when i had asked for it to be left off. when i told him that wasn’t necessary, he said, “we’re not in the chicken business, we’re in the people business. please take it.”
i’ve always remembered that, because it’s not like customer service I’ve gotten most other places.
March 24, 2009 at 7:39 am
Jeff . you are on POINT with stating there are more similarities between the two. I have met Mr. Cathy and he is an incredible man – and LOVES GOD! Amazing of how GOD is BLESSING his business! Only wish other businesses would model themselves after the Chick-fil-A philosophy, then again, he is going against the grain and people notice.
Brad
Charlotte, NC
March 24, 2009 at 7:39 am
Don’t send me a coupon (even if I make it in the first 25, to would be a waste – see below)
I’m from Cape Town, South Africa I am a member of a globalX partner church and a such have visited North Point a couple of times.
We (my wife and I) LOVE Chick-fil-A and eat way to much of it when we visit. I have always been impressed with their decision not to trade on Sundays (and what it reflects of their underlying value system).
But despite that I drove out of the NP parking lot with my wife one Sunday after church and went looking for the nearest Chick-fil-A. We wanted to get our last hit before flying back home. Silly me :)
March 24, 2009 at 7:40 am
That is very powerful… i believe both strategies are taken from the bible.
March 24, 2009 at 7:43 am
Favorite Chick-fil-a story… just having one in Northern Indiana is my favorite story! We have to drive 20 minutes to South Bend to eat at one, and it is always packed, but it is without a doubt my favorite fast-food place. I’ve never had a bad meal at Chick-fil-a!
March 24, 2009 at 7:46 am
Vary interesting and insightful post. Thanks for sharing your thoughts. I have a huge amount of respect for both organizations and really enjoyed Joel Thomas’ “Be the Brand” talk that pointed out many of the same ideas. Thanks for sharing Jeff. It is cool to get an insiders view about both organizations.
March 24, 2009 at 7:51 am
Jeff-great post. insightful. your experience benefits the church world. a guess you can sing the hannah montana song…best of both worlds? just kidding. thanks again.
March 24, 2009 at 7:52 am
Wow-never thought of it that way. Awesome company-Chick-fil-a rocks. :) I’m not appart of North Point-but it sounds like you guys are awesome too. I go to NewSpring in Anderson, SC and I would say my church is the same way. Make Jesus’ name famous. :)
March 24, 2009 at 7:54 am
Good stuff Jeff. I love Chick-fil-a… best story from there is everytime I go. Great service and fast! Kudos to the Chick-fil-a in Cleveland TN.
March 24, 2009 at 7:59 am
Great North Point analogy here..enjoy many podcasts, thanks! Chick-Fil-A…love the fact that when I pull up the 1st words I hear are “hi, this is ——–, how may I serve you” then I receive my order…pass along my thank you & hear “my pleasure”…almost to a fault it is fast and correct…
March 24, 2009 at 8:00 am
Jeff I watch you from afar at AthensChurch and I love how you make the comparison between professional religion and professional chicken. It is so often in our world that we don’t do things in an excellent manner. In the Christian world I marvel at the fact that so many times because its Christian we don’t think it can be done with excellence. CFA and North Point both get the fact that God has called us to be excellent in whatever we do.
Thanks so much for sharing, I needed this today!
March 24, 2009 at 8:08 am
My local Chick Fil A ran a “free breakfast item” promotion from 6-8am every day a few weeks ago. One day it was free Chicken Minis, the next was free chicken biscuit, etc. The deadline each day was 8am. After dropping my kids off at school one day I pulled into the drive-through line at about 7:57. I was worried I wouldn’t make it to order by 8am, but the manager was walking through the drive-through line giving every car in line a ticket that ensures they’d get their free item, even if they don’t reach the window by 8am. That’s going above and beyond.
March 24, 2009 at 8:08 am
Actually not a great “story.” I’m just a big fan. I’ve eaten Chic-fil-a (Cherrydale) for breakfast 5 days a week for over 5 years and love it! They are absolutely the best managed fast food chain on the planet. they should start a management school for other fast food chains. The world would be a better place.
March 24, 2009 at 8:17 am
Chick-Fil-A sponsors a marriage retreat for missionaries in Asia free of charge, including transportation. They have no idea how that encourages isolated families working hard on the front lines of the mission front. I have relatives on the mission field who benefitted from Chick-Fil-A’s generosity and support. It’s comforting to know that they money you spend at Chick-Fil-A is helping so many people come to know Christ.
March 24, 2009 at 8:17 am
i’ll never forget Dan Cathy’s GOING THE EXTRA MILE talk last year at Advance. Because Chick Fil A goes the extra mile, they have no competition. Everybody else does the norm. Chick Fil A goes beyond. My family loves the Chick Fil A experience, every time we go in, there’s one store 3 minutes from our house. So you know, we INVEST there :) thanks Jeff for sharing the gold yet again!
March 24, 2009 at 8:17 am
Thanks Jeff, you have a great perspective on this beast we call ministry.
Chik-fil-a story: My wife and I were at Sundays @ Northpoint and even though we were standing in Mecca (the alpharetta campus) all I could think about was tasting my first chick-fil-a sandwich. The last day there you guys brought in a crap load of them, it was awesome. Chick-fil-a and happiness is a deadly combination. :)
March 24, 2009 at 8:18 am
This is a great posting. it’s a ” Print and Keeper”
March 24, 2009 at 8:20 am
My favorite Chick-fil-A story happens every day but the most memorable experience was when the drive-thru line was so long, they had their staff walking up to our cars and calling in the orders. I got through in record time. THAT is excellence!
March 24, 2009 at 8:25 am
Thats an inspiring story.
When we started our church some 4 years we want to be known not for anything but “relational” church. Thanks for always inspiring me. I know i still have a long shot. But i am looking forward to God will do to us & thru us.
God bless
March 24, 2009 at 8:28 am
Our family absolutely LOVES CFA – we love how friendly & customer-service driven they are. Oftentimes @ lunch, our CFA (Cherrydale) will have 2 (or more) employees in the parking lot taking “pre-orders” before you even get to the speaker to help speed up the process even more. Love it!!
March 24, 2009 at 8:28 am
I frequent chick-fil-a quite often and every time I’m blown away by their personal touch. One time in particular I ordered a fruit cup and it happened to have bad fruit in it. Just to see what would happen, I went to their website and submitted a comment. Within 24 hours I had been contacted back and was sent a coupon for a sandwich. Again, they went above and beyond!!!
March 24, 2009 at 8:29 am
Jeff, I tell you this all the time, so I’ll officially say it out loud. Thank you for leading us with such humility and wisdom and compassion. You are the model of a servant leader, and I learn so much from you in the way you lead your life, your family, your staff, our church. I can’t believe it has been 6 years! It’s obvious that you care about God, and about people, whether you are at Chick-fil-A, Buckhead Church, or just doing life.
March 24, 2009 at 8:29 am
Not so much a story as a comment. I totally agree with your assessment of the similarities between NPM and CFA. It is those characteristics that make both organizations so compelling and attractive for potential employees. It is also a large part of what has made them so successful.
Most churches are leery of a establishing a “formula for success”. I agree that no particular program and church model is a guarantee for success. However, I do think that biblically based values, attitudes and missions within an organization are a solid indicator for long-term success and sustainability for any organization.
March 24, 2009 at 8:31 am
I worked for chick-fil-a in high school and now am a Family Minister. There are many things that I learned from that experience that I still default to today. May we always keep people and excellence before us as we serve God and His people.
March 24, 2009 at 8:32 am
Im not from US but my experienced with chic fil-A blew my mind. Service with a class. Which remind of Andy’s series everybody. I just pray that Christians will not make it hard for people to connect with God.
Servants instead of being served. Going the extra mile. That’s service with a class!
March 24, 2009 at 8:32 am
I love chick-fil-a. I eat there every chance I get. I listen to Northpoint regularly via the internet and podcasts. You are reaching people across the world that you may not even realize. Have a great day!!
March 24, 2009 at 8:35 am
Oh, and HAPPY ANNIVERSARY, BAAABY, GOT CHU ON MY MI – - – IND!
March 24, 2009 at 8:39 am
Great and useful stuff in this post. I’ve forwarded it on to my team and posted a link on my blog.
I wish we had a chic-fil-a . We are a high tourism area but they won’t come to the OBX due to our small population even though millions come to the beach each summer.
March 24, 2009 at 8:40 am
Wow, Jeff, that is great stuff. And you made me really hungry for breakfast this morning. Hmmm… it seems my 9:00am TokBox w/ David is cancelled… I could just squeeze in a run to Chick-Fil-A…
March 24, 2009 at 9:08 am
I don’t think Truett Cathy gets nearly enough credit for what he has accomplished professionally by not compromising who is personally.
March 24, 2009 at 9:52 am
Great post! Our company is also taking active steps to simplicity and being people-centric. You’re spot-on.
As for my favorite Chic-Fil-A story, I grew up in Toledo, OH and went to a private Christian school. Several of my friends ended up taking summer jobs at Chic-Fil-A as servers and ended up dedicating their careers there and working their way into the organization. I didn’t understand what the big deal was about working for a fast-food organization, but at one point, my friend sat down with me and laid out for me the values of the company, their service philosophies and their people-centric attitude toward business.
Incredible.
March 24, 2009 at 10:12 am
I love, appreciate, and am thankful for both organizations!
March 24, 2009 at 12:47 pm
Wow, I didn’t know these things about Chick-fil-A. That is wonderful and very, very encouraging.
March 24, 2009 at 8:06 pm
Hey everyone! Thanks for the encouragement. Keep the stories coming, we have some more coupons left!
March 24, 2009 at 9:47 pm
I worked at a Chick-Fil-A Dwarf House while in high school. They really do attract (or select) great employees On lunch break I would eat “nugget sandwiches”.. chicken nuggets in between waffle-fries. It was far from the perfect job though, as I did not really enjoy going home every night covered in grease and chicken juices o_O
March 25, 2009 at 7:14 am
I actually blogged recently about the differences between a local Chickfila and another ff restaurant. The Rowlett, TX Chickfla is a great place that my kids love. Every time they have a choice as to where we eat they say, “Chick-i-la”.
We are always greeted warmly and any request is responded to with the phrase “my pleasure”. The manager knows my kids by name and we are now regulars at the store. We drive past a dozen restaurants, some even have dollar menus, just to get to Chickfila.
March 25, 2009 at 10:32 am
It’s funny how my wife always craves Chick-Fil-A on sundays. It serves as a subtle reminder of one’s priorities.
What I really appreciate about North Point is how the leaders empower / motivate their teams. When I first started at NP, David McDaniel showed me how to do some productive work. Several days later at a team meeting, he gave me all the credit… with coming up with the idea that he had actually shown me. He was simply helping me get started.
March 28, 2009 at 6:59 am
Jeff, thanks for your inspiration and insight! I heard Dan Cathy speak at the Maximum Impact Event last year and this comment stood out. “There are 2 models for business: Meeting Expectations & Exceeding Expectations. The 1st model is about a transaction and your head while the 2nd model is about a relationship and your heart.” Chick-fil-A and NorthPoint are GREAT examples of this 2nd model and it just proves that “going against the mainstream” can work! It is of no coincidence that several CF leaders and others alike combined with several NorthPoint members are all actively involved with a awesome men’s ministry called Souly Business (http://www.soulybusiness.org).
“Eat Mor Chikin!”
April 7, 2009 at 8:19 pm
When my son-in-law returned from a 2 year mission stint in Siberia, his only request for dinner was Chick-Fil-A.
June 3, 2009 at 10:01 pm
Sweet blog. I never know what I am going to come across next. I think you should do more posting as you have some pretty intelligent stuff to say.
I’ll be watching you . :)
August 22, 2009 at 11:09 am
Thanks for such an insightful post. I too am very blessed to be able to represent Christ and such a great organization everyday. Blessings!