The famous management consultant, Peter Drucker, memorably said,“culture eats strategy for breakfast.” We’ll say grace over that.
In fact, our culture journey began years ago over occasional chicken sandwiches at Chick-Fil-A. To be clear, it was not for breakfast, but we always marveled how pleasant everyone was. The service was outstanding, it was fast, and the restaurants always clean and cheery.
Chick-Fil-A service is even more remarkable today. They often have teenagers with braces and pimples and many of the mistakenly maligned Millennials delivering it, offering a genuine smile and an authentic “my pleasure!” Meanwhile, at the McDonald’s and other QSR’s nearby, the experience is often quite often just the opposite.
We wondered, “how does Chick-Fil-A do this?” Fast food restaurants are not supposed to be customer service leaders.
Truett Cathy, the founder of Chick-Fil-A, said, “We are not just in the chicken business. We’re in the people business.” He also said, “Nearly every moment of every day we have the opportunity to give something to someone else,” and “the unexpected opportunity I enjoy most is the opportunity to turn a frown into a smile.”
Mr. Cathy created a culture focused on people. He knew great results would follow. So many businesses get it wrong and focus only on the “numbers.”
Our service and employee centric culture is pretty darn good and is one of the reasons you should Bobby Jones Links over the mega-management companies. But becoming really remarkable like Chick-Fil-A, or the Ritz-Carlton, is our primary focus - and is a pursuit that will never be perfected.
In the meantime, Eat Mor Chikin and Play Mor Gulf!
The Bobby Jones name can be an asset to your club, but that’s not our focus. We realize every club is unique and its brand is special, which is why it is about you, not us, and why we always work in the background.