Serve First, Lead Second

Recently, I ate breakfast at Chick-fil-A. The food was delicious, and their uncommon and consistent customer service was excellent as usual. I bet you've eaten at a Chick-fil-A, and can almost guarantee you have had the same experience that exceeds expectations. In my company, we called this a Triple-EEE experience.

Did you know that the company generates more revenue per restaurant than any other fast-food chain, and they are only open six days a week? Why are they so successful and dominating fast food in an industry notorious for paying low wages?

They have chosen a growth strategy to invest in their employees with training AND development. In doing so, the employees know, "You care for me - you treat me like a real person!”

Chick-fil-A has learned a key principle in business "to serve; not to be served."

ON/IN

Recently, I've been writing about the ON/IN principle that encourages us to

So, what is working ON, not just IN, the business? It involves a three-part growth strategy:

• Grow yourself

• Grow your people

• Grow your business

Every leader can develop a growth culture where people thrive and profits soar by embracing the following seven benefits.

However, training AND development must start with YOU, as the leader (you cannot teach what you do not know), and then with your people before you can grow your business.

To grow your business, you must "first serve" your people with training AND development; then you can "lead second".

Since training is quick and straightforward in how to do a job, most people learn the mechanics of their job very rapidly.

Training usually occurs in hours, days, or even months, but development always take more time. You cannot rush development because it is a "process". Whereas training is usually an "event" - something you can do once and then you are done.

The following are seven personal growth benefits of training AND development for you, as the leader, and your people. You

• Become a better person - Employees feel that "you care for me," that you are interested in them as a person, and you want to help them become a better person, a better mom or dad, a better friend, a better servant in the community.
  

• Maximize your potential - "You create a learning environment, so I can do the best job I know how." Employees truly want to achieve and receive recognition for their achievement.

They sense that you see training AND development as an investment and not an expense. Employees avoid personal and professional stagnation doing the same thing, at the same place, with the same people, hoping the same hopes, and never winning new victories.

• Anticipate explosive growth – Personal growth is not an automatic process. Nor is business growth. As you raise your effectiveness today, the greater chance you will be more effective tomorrow.
  

• Enjoy change – Once people are willing to change on the inside, they will not only accept organizational and market condition changes but seek it. For without change, there can be no growth.

• Attract high achievers – When you develop a reputation to value personal growth in your organization, you will attract more high achievers. Why? High achievers want to make a difference because they believe they have much to give.

• Experience teamwork: Customers and suppliers (yes, even suppliers) will feel the impact of teamwork - excellence in communication, coordination, and cooperation among the team. Why? Team players want to and are motivated "to serve; not to be served."
  

• Grow the business – Employee come to work each day with excitement, enthusiasm and passion because you, as the leader, have earned these things. Now you are ready to "grow your business."

Are you ready to set your business apart from the crowded marketplace? Then work ON, not just IN, the business with this three-phase growth strategy:

• Grow yourself

• Grow your people

• Grow your business

By the way, the next time you go in the Chick-fil-A drive-thru, and you say, "thank you," the employee will always reply "my pleasure."

The "my pleasure" policy instituted by the company founder, Truett Cathy, was inspired by a visit to the Ritz Carlton. When Cathy said, "thank you" to the man behind the counter, he responded, "my pleasure."

Out of this exchange, Chick-fil-A's novel idea was born: treat customers as if they're at a luxury establishment. This model continues to distinguish Chick-fil-A from its competitors, highlighting the importance of the little ways you communicate with customers.

Have you found it difficult to lead your employees to deliver world-class results? Are you open to serve first, then lead second? What has been your experience at Chick-fil-A? Please share your thoughts <here>.