Chick-fil-A is one of the most successful fast food chains in America. In fact, it has been ranked as the #1 fast food chain for the fourth year in row by customers in an independent review (Kelso, 2019). While the company knows how to make a good chicken sandwich, there is more to their success. Chick-fil-A invests in their employees through servant leadership, which is the real secret to their success. According to Northouse, “Servant leaders place the good of the followers above their own self-interest and emphasize follower development” (2016). Chick-fil-A exemplifies this concept in many ways through different servant leadership characteristics.
As a company, Chick-fil-A is committed to seeing the growth of their employees. This means that the company recognizes that the intrinsic value of each employee goes beyond their production value, leading the restaurant to act in a way that reflects this belief by helping employees grow both personally and professionally (Northouse, 2016). One way that Chick-fil-A does this is by offering scholarships to their employees. In 2019, Chick-fil-A gave away $15.3 million in educational scholarships to employees, which raised the total amount given away since 1973 to over $75 million (Chick-fil-A, 2019). Unlike many other companies that give out scholarships, Chick-fil-A has one of the most unrestrictive scholarship programs, allowing employees to choose any accredited institution, whether a two-year, four-year, online, or vocational school. This is all because the company believes in investing in the growth of their employees, which leads employees to stay committed to the company.
Other servant leadership qualities become apparent in Chick-fil-A’s franchise model. The company accepts less than 1% of the applicants that apply to open a franchise each year, yet approximately 60% are previous restaurant employees (Joiner, 2017). Granting this opportunity to employees aids the restaurant chain in carrying out servant leadership in two ways. First, the company builds up and invests in their employees so that they will be empowered and prepared to open a franchise (commitment to the growth of people). Second, it helps new franchises maintain servant leadership by gaining empathy. In servant leadership, empathy allows a leader to “truly understand what followers are thinking and feeling” (Northouse, 2016). This occurs because many new restaurant owners know what it’s like to work at the restaurant instead of going into it blind. By understanding the restaurant, owners are better equipped to understand the needs of their employees and continue the cycle of servant leadership.
A final way that Chick-fil-A carries out servant leadership is by putting their employees above profits. This is best exemplified by the fact that Chick-fil-A is never open on Sunday. The company believes that scheduling a day of rest for their employees leads to better work-life balance. This is Chick-fil-A’s way of carrying out the characteristic of healing. As a servant leader, Chick-fil-A “cares about the personal well-being of their followers” and aims to “make them whole” (Northouse, 2016). By granting employees this time off, Chick-fil-A reaps the benefit of having employees that are better able to contribute to the company. Although it is likely that this move has cost the company billions of dollars over the years, it is something they have no plans of changing.
It is clear that this southern fast food company has captured the essence of servant leadership. By investing in their employees through college scholarships, franchise opportunities, and time off, Chick-fil-A has found success as servant leaders. The servant leadership found within the company is also exhibited towards customers, which draws in more business. Knowing that a Chick-fil-A sandwich comes with great service and a “my pleasure” is what keeps happy customers coming back and sets the restaurant apart from other fast food chains. Servant leadership is at the heart of Chick-fil-A’s success.
References:
Chick-fil-A. (2019, February 13). Chick-fil-A Increases Investment in Team Members by Awarding $15.3 Million in Scholarships. Retrieved from https://thechickenwire.chick-fil-a.com/news/chick-fil-a-increases-investment-in-team-members-by-awarding-15-3-million-in-scholarships
Joiner, K. (2017, June 27). Five Myths About Becoming a Chick-fil-A Franchisee. Retrieved from https://thechickenwire.chick-fil-a.com/inside-chick-fil-a/five-myths-about-becoming-a-chick-fil-a-franchisee
Kelso, A. (2019, June 25). Chick-fil-A Named America’s Favorite Restaurant Chain – Again. Retrieved from https://www.forbes.com/sites/aliciakelso/2019/06/25/chick-fil-a-named-americas-favorite-restaurant-chain–again/#29ce3b094c91
Northouse, P. (2016). Leadership Theory and Practice. Thousand Oaks: SAGE Publications.
The success of Chicken filet is remarkable to consider when it is closed on Sundays and competing with other top food chain companies. Truett Cathy is the founder of the company, and is responsible for building an environment where servant leadership can influence new leaders. Truett’s religious background mimics the type of work flow he wanted to have in his business ventures. He once said, “closing out business on Sunday, the Lord’s day, is our way of honoring God and showing loyalty to him” (Cathy, 2002). Selflessness inspires people to mature in leadership development. Servant leaders can promote followers into a role where they can learn how to make decisions. Upcoming leaders can learn about their faults and the dangers of personal gain. Self- reflection can help leaders know which approach works best to connect with people. The best success comes from helping followers that can emulate and share the same compassion. This type of leadership is free from restrictions that can make a person hesitate or unwilling to help another individual.
Transformational leadership is a similar approach that enables followers to act and work in an safe environment. It also awakens the consciousness of followers to help others and shape new meanings. Charisma is a personality characteristic that can be associated with both theories. Leaders who are charismatic show authenticity to followers and can gain their trust.
The difference comes from the underlying goals each one has. Transformational leadership focuses more on larger scale changes that can help an structured organization (Northouse, 2016). Servant leadership pays closer attention to individual goals found through communication. Servant leaders trust their followers to make decisions that help their well-being. While money can be a motivator for leaders, servant leadership proves the long term goal should be to make an environment that is built on compassion, loyalty, and respect.
Cathy, T. (2002). Eat mor chikin: inspire more people: doing business the chick-fil-a-way. Looking Glass Books.
Northouse, P. G. (2016). Leadership: Theory and practice. 7th Edition. Sage publications
I love Chick-fil-a but then again I do not think there are many people who do not love it. I think this is a great example of servant leadership. Northouse states that servant leadership has been addressed from many different perspectives (Northouse, 2015). Servant leadership is a concept that leadership involves putting the needs of the followers ahead of one’sown needs (Muchinsky & Culbertson, 2016). Providing increased service to others, meeting the goals of both the followers and the organization rather than oneself (Kinicki & Williams, 2015; Muchinsky & Culbertson, 2016)is another definition of servant leadership. Each of these perspectives shows that the leader is required to put the needs of the followers ahead of their own needs or goals. Chick-fil-a is a great example of this type of leadership.
This leadership focuses on the development of others. This allows the followers to grow but at the same time the leader and the organization will benefit from this development as well. It allows the followers to see and feel that they matter to the organization. This will also help to retain those employees because they become loyal to the organization in most situations. Servant leaders show the followers that the leader is looking to empower them to grow. As the followers grow there is the chance that they will continue this leadership as they grow in their own positions.
I personally think that this approach can be a tricky approach for some leaders. It may not work with all organizations. In the Chick-fil-a organization it is their culture and it is EXPECTED of the leaders. I can not think of many other organizations that have this type of culture that impacts the entire organization’s leadership. If this was seen in more organizations there would be an increase in followers having more commitment to leaders, more confidence in their own ability to perform well, higher justice perspective and believing there was a greater focus of customer service within the organization(Muchinsky & Culbertson, 2016). This will encourage followers to go above and beyond the normal tasks they are expected to do. I do believe that servant leadership is leadership that gives followers a better understanding of where they belong.
Kinicki, A., & Williams, B. K. (2015). Loose-Leaf Edition for Management. McGraw-Hill Education.
Muchinsky, P. M., & Culbertson, S. S. (2016). Psychology Applied to Work®: An Introduction to Industrial and Organizational Psychology. Hypergraphic Press.
Northouse, P. G. (2015). Leadership: Theory and Practice. SAGE Publications.