Tag Archives: Chick-fil-A

Monday Morning Moment – Servant Leadership – Trending Forward

Photo Credit: Tri Pham, FLickr

The servant-leader is servant first.

It begins with the natural feeling that one wants to serve. Then
conscious choice brings one to aspire to lead. The best test is: do those served grow as persons; do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?Robert K. Greenleaf
“…more likely themselves to become leaders” – Isn’t that how you thought Greenleaf would end that sentence? I read it that way. We don’t naturally think of aspiring to serve – “moving up the ranks” to better position ourselves to serve.
Why write about servant leadership?
So much has been and continues to be written about servant leadership. The terms change and trend a bit differently over time. Of late, relational leadership has gained in popularity. This type of leadership is defined as “as a relational process of people together attempting to accomplish change or make a difference to benefit the common good.”
I love that concept and style of leading, but servant leadership goes even farther. Relational leaders can focus on their particular team or tribe, in a mentoring, collaborative role…for the good of those leaders and the organization and client base. Servant leaders aspire to a wide reach. Not just leader to leader, but to permeate the whole of the organization with an ethic that everyone, at every level, matters. This is a huge aspiration but the gains are huge as well.

Marcel Schwantes, founder of Leadership from the Core, has written a piece on the 10 Leadership Habits Found in the World’s Best Leaders. These ten habits are derived by Larry Spears from the Robert Greenleaf‘s pioneer work in servant leadership. Read the article for Schwantes full commentary, but the 10 habits follow:

  • Listening
  • Empathy
  • Healing
  • Awareness
  • Persuasion
  • Conceptualization
  • Foresight
  • Stewardship
  • Commitment to the Growth of People
  • Building Community

Another list of qualities to consider is posted by business leader Skip Prichard‘s 9 Qualities of the Servant Leader. Both Prichard’s list below and Schwantes’ list above are excellent markers for your own leadership:

  • Values diverse opinions
  • Cultivates a culture of trust
  • Develops other leaders
  • Helps people with life issues
  • Encourages
  • Sells instead of tells
  • Thinks you, not me
  • Thinks long-term
  • Acts with humility

Finish the whole of his article here (and don’t miss the comments – fascinating).

Photo Credit: Virginia Guard Public Affairs, Flickr

Marcel Schwantes has also written 10 Compelling Reasons Servant Leadership May Be the Best, Says Science. In this piece Schwantes tackles the misconceptions about servant leadership as well as the many reasons why it’s the best form of leadership. I personally love this article because the evidence of the kind of company that prospers under servant leadership is undeniable. We know these organizations by their service – like Chick-Fil-A, Southwest Airlines, Home Depot, Ritz Carlton, FedEx, UPS, U.S. Marine Corps, and many others. Very persuasive.

Finally, I’d like to share General Stanley McChrystal‘s view of leading “like gardeners”. My husband is a gardener. Even after a long, tiring day at his regular job, he puts in the time necessary to tend the plants he’s growing. Bent over, on his knees sometimes, doing the work of nurturing them to reach their maximum fruitfulness.

“Regular visits by good gardeners are not pro forma gestures of concern—they leave the crop stronger. So it is with leaders.”

Employees and customers know the experience (or lack thereof) of the leader who truly attends to their needs. No drive-by visits here. No sprinkling of some corporate fairy-dust just by the sheer presence of the leader in the room, or the building, or on podcast/commercial.

McChrystal warns against the leader who becomes too important to personally serve his personnel or customers.

“I would tell my staff about the “dinosaur’s tail”: As a leader grows more senior, his bulk and tail become huge, but like the brontosaurus, his brain remains modestly small. When plans are changed and the huge beast turns, its tail often thoughtlessly knocks over people and things. That the destruction was unintentional doesn’t make it any better.”

Always in thinking of leadership, we are tempted to look to our own leaders…to measure them by the scale of excellence (seen above). The servant leader is servant first. Don’t get muddled up by checking off what your leader is not. Serve that leader, as you serve other personnel and customers. Serve. Serve by leading. Lead by serving.
“Servant-leadership is more than a concept, it is a fact. Any great leader, by which I also mean an ethical leader of any group, will see herself or himself as a servant of that group and will act accordingly.”
[Please don’t miss the links below…especially those not mentioned in this blog. Also please share examples (in Comments section below) of servant leadership you have experienced…or your own personal journey in becoming a servant leader.]
Journey strong. Serve long.

YouTube Video – Servant Leadership – Leadership From the Core – Marcel Schwantes

10 Compelling Reasons Servant Leadership May Be the Best, Says Science – Marcel Schwantes

9 Qualities of the Servant Leader – Skip Prichard

The Understanding and Practice of Servant-Leadership – Larry C. Spears

General Stanley McChrystal: We Should All Lead Like Gardeners

Glassdoor’s 2017 Best Places to Work Rankings: The Importance of Common Purpose – Barry Sanders

Monday Morning Moment – True Humility in Leadership – So Not Cliché – Deb Mills

Monday Morning Moment – 7 Skills of the Top Leaders of Tomorrow – Whatever Your Age or Stage – With Matt Monge – Deb Mills

Larry C. Spears and Robert K. Greenleaf

The World’s 10 Top CEOs (They Lead in a Totally Unique Way) – Marcel Schwantes

World-Class Customer Service – The Key Is Caring – Horst Schulze on a Culture of Service – Deb Mills

Monday Morning Moment – 3 Quick Reads on Leadership – to Help You Stay the Course, Not Be a Jerk, While Being Innovative – Deb Mills

Happily Ever After – What Makes Relationships Work – Poster – Frank Sonnenberg

5 Friday Faves – Spring Flowers, Podcasters, Organization, Caring, and Frosted Strawberry Lemonade

Happy Friday! We made it! You know those weeks where so much is going on it’s hard to process it all? I’ve surfed on top of the waves of this week…thankful for all the helps along the way. How was your week?

Always glad to hear your views on life, not only on the Friday Faves, although they’re fascinating, but on anything you want to talk about. Please share in Comments below.

Here are my Friday Faves. Enjoy!

1) Spring Flowers – Search “Spring” on my blog and you will find several posts on this incredible season. We’ve lived in countries where Spring isn’t as obvious as it is here, but Spring comes all over the world, in subtlety and in glorious spectacle. Where we are, trees are flowering, buds are popping, and leaves are unfolding. Oh the beauty of the earth! Love!

2) Podcasters – So many to choose from. I’m a late adopter but have found this sort of information-sharing very helpful. You can find some of my favorite podcasts before here. When our favorite classical guitarist livestreams on KrueTV, I wonder when podcasting might become part of the features of this unique music platform app. Anyway, this week I discovered a couple of great lists related to podcasting. One is a “best of ” list of 12 leadership podcasters by Lolly Daskal. Her article is a good place to start in getting solid content on leadership. The other is a fascinating piece by Tom Hunt – Why You Should NOT Start a Podcast: Insights From 12 Top Podcasters. Photo Credit: Flickr

These guys give a bit of their stories and their counsel on what is required to build an online community and have a successful podcast.  Great reading!

3) Organization – Fuzzy boundaries and project piles are part of my battle in life (work and home). Love to keep my options open, I guess. It requires all the discipline I can muster to finish well. When folks write about organization, routines, and habits, I take note. The best articles are those that are consummately practical – and encourage rather than condemn.Photo Credit: Flickr

My 4 favorite reads this week on this topic are:

Quotations About Habits

4) Caring – In recent months, I have been increasingly aware of two health issues requiring great insight and caring – 1) Adverse Childhood Experiences and 2) Alzheimer’s Disease. A film debuted in 2015 titled Paper Tigers. Its focus is a high school in Washington state and how the staff and other caregivers began turning things around for traumatized high schoolers who deal daily with toxic levels of stress. These are the same kind of kids that too often get less care than more because they are difficult to engage.Photo Credit: Marshfield News Herald

Much of their struggle goes back to adverse childhood experiences (or ACEs). Here is the trailer for Paper Tigers:

Love Your Neighbor – the Resilience Movie and Adverse Childhood Experiences (ACEs) – DebMillsWriter

Alzheimer’s Disease is a frightening disease as we watch someone we love change and diminish, both in their thinking and their function. As hard as it must be on the one who has dementia, it is also devastating to those who love that person. That’s what makes it so amazing when a son, for instance, takes the time and effort to honor a mom with dementia. Joey Daley, of Lima, Ohio, has taken on a video project to document their journey through dementia.

I haven’t watched all the videos, but the ones I’ve watched have allowed us, strangers to their experience, to see inside their relationship in a difficult time. His visits with his mom are as sweet as any son’s would be…with dementia added. He knows, and we know, the days will become more difficult. I think we will see his love for her endure…

YouTube Video Series – Joe Joe – A Mother and Son’s Journey with Dementia

MollyJoey Facebook Group

5) Frosted Strawberry Lemonade –
Chick-Fil-A, a US restaurant chain, has this incredible refreshment blending ice cream with lemonade. I already raved about their frosted lemonade here. This Spring, there’s a seasonal addition to the menu. Strawberries added – enough said.

Photo Credit: The Chicken Wire

Bonuses

3 Embarrassing Networking Mistakes Everyone Makes (And What You Should Do Instead – Brian D. Evans

Effective Strategies to Get More Social Engagements – Katherine Brunt

YouTube Video – Mom’s Rant on Red Ribbon Week

YouTube Video – Carl Hardee Sr. Returns

5 Friday Faves – Awards Speeches, Castle Theme, Prayer Breakfast, Harmony, and a Comedian

Hello, Friday! You know those kind of days when you work really, really hard, and you come home too tired to eat, much less cook….but it’s a good tired. You sink down in the closest chair…and 10 minutes later, wake up from a nap that felt longer…and…on with finishing the week… Hope your tired is a good tired. Here are five of my favorite finds…just for you!

1) Awards Speeches – We are in that season of awards shows – the Oscar, Golden Globe, Grammy, among others. Those of us who watch these shows do so to catch all the gorgeous or peculiar actors in the audience and stage. The fashions are a draw as well. For me, I love to hear what the award recipients say when they receive their award…their prepared words/speech. What they choose to showcase in their few minutes before their peers and the watching world. On the recent Screen Actors Guild Awards show, my favorite speech of the year was by Taraji P. Henson. She spoke for all the actors of Hidden Figures which won the award of Outstanding Performance By A Cast in a Motion Picture.

#sagawards

“We stand here as proud actors." – Taraji P. Henson on behalf of the cast of Hidden Figures.

Posted by Screen Actors Guild Awards on Sunday, January 29, 2017

Watch her speech in the clip, or read it here. Part of it follows: “This story is of unity,” she concluded. “This story is about what happens when we put our differences aside and we come together as a human race. We win. Love wins every time.”

No political posturing. No pitting of one group against another. Lovely. Hopeful. True.

2) The Castle ThemeNathan Mills of Beyond the Guitar has done it again. He has taken the background music of a favorite videogame and demonstrated the incredible beauty to be found there. Castle Theme from Super Mario World is his latest arrangement for classical guitar. I honestly don’t know how he plays as fast as he does. Check it out here.

3) Prayer Breakfast – These days you never know what to expect in public observances. Protests, boycotts, and marches. A quieter but significant  event is the National Prayer Breakfast observed in February each year since 1953, in Washington, D.C. Keynote speakers in the past have included Mother Teresa, Bono, and Tony Blair. This year retired Rear Admiral Barry Black, the Senate Chaplain, delivered the message.  So powerful! He spoke on Making Your Voice Heard in Heaven.  If you can’t watch all incredible 25 minutes, at least watch from minute 22:16. Wow!

4) Harmony – Don’t you love when music and life flow with harmony? Jay Lyons is a filmmaker whose work I follow. In response to the dissonance of voices in this week’s newstream, he and his family wrote and performed together a song about harmony. Watch it here: Our House – Harmony – Jay Lyons & Family. Photo Credit: Music Early Childhood Presenter

5) A Comedian –  While Facebook friends of mine are deactivating left and right because of all the political wrangling going on right now, I had the biggest chuckle when a video featuring comedian John Crist showed up on my newsfeed. It’s about trying to find a parking place at a mega-church. He is new to me and so funny. Several of his videos are posted on his website. Enjoy.Photo Credit: YouTube

So that’s all I’ve got…jumping into my pajamas to fall asleep in front of the TV…don’t even care what’s on. Before I sign off though, I’d like to give a shout-out to Mike Sheley, owner/operator of the brand-new Chick-Fil-A at Smith Crossroads, Lenoir, North Carolina. This restaurant just opened this week. If you know about Chick-Fil-A, you know it’s all about a great-tasting chicken sandwich…and much more. Mike and team have a huge commitment to the community. Even before their grand opening, the restaurant team sponsored a book drive for local elementary schools and filled food boxes for Feeding Children Everywhere (over 10,000 meals total).Photo Credit: Facebook, Chick-Fil-A

Hope you have a great weekend, and if you’re anywhere near Lenoir, North Carolina, say hi to Mike & Jessica Sheley…and “eat mor chikin'”.

 

5 Friday Faves – Raising Mentally Strong Kids, Syrian White Helmets, Combating Stress, Frosted Lemonade, & the Latest Video by my Favorite Guitarist

Blog - Friday Faves 006 (2)

End of the week. Short and sweet. Here are my 5 favorite finds for this first week of September. Comment on your finds also, please.

1) Raising Mentally Strong Kids – We all want our children to grow up capable to thrive in the world as it is today. To have capacity to both work and lead in situations that might prove stressful, even immobilizing if they hadn’t developed certain strengths. For them to be mentally Strong, mentally tough, resilient – what do our children need from the adults in their lives.blog-resilience-drgarybrowntherapyPhoto Credit: DrGaryBrownTherapy

After the first article below popped up on my Facebook newsfeed, my interest was piqued and I went hunting for others. Below I’ve bullet-pointed some good and quick reads on how we can help our children develop mental strength and resilience.

I may write on this more another time, to make it easier on you. Raising mentally strong kids takes a lot of study anyway…here we go!resilience-blogPhoto Credit: TracieCZabatol

2) White Helmets – Syrian Civil Defence – In an Al Jazeera article, Maria Jan writes of her interview with White Helmets founder, James Le Mesurier.  White Helmets are first responders, volunteer rescuers, who brave fresh bombing sites. Knowing they could also die in a fresh bombing raid…but they still respond. They make up the Syrian Civil Defence. Organized in 2013, there are currently 2700 rescuers, both men and women. Le Mesurier says of them, “They had a choice to either become a refugee, pick up a gun, or pick up a stretcher.” They are committed to care for the victims, no matter what political or religious group. “Their job is to save people’s lives not to judge them.”

blog-white-helmets-the-good-storyPhoto Credit: The Good Story

There is a multi-agency, multi-national effort for the White Helmets to be awarded the Nobel Peace Prize. Heroes. Good news in a sea of bad.blog-al-jazeera-the-white-helmetsPhoto Credit: Al Jazeera

3) Combating Stress – Since my cancer surgery earlier this summer, I’ve become a student of how to live healthy. Still a student…not an expert nor practitioner, necessarily. While on a trip to the beach recently, I was reading two books simultaneously.  Radical Remission: Surviving Cancer Against All Odds by Kelly A. Turner Ph.D.  describes “9 key factors that can make a real difference”. I am not recommending this book necessarily because it features so many traditional and non-traditional practices, it’s overwhelming really. The strength of the book, however, is the whole mindset or perspective of taking charge of your health. I appreciated that. A friend of mine calls it a survivorship plan. The stories of those who are living “against all odds” are thrilling. Thinking about staying well and what I may include in practicing wellness have already brought down a large measure of stress in my life. blog-booksThe other book I’m reading is  The Armor of God by Priscilla Shirer. This is focused on the battles we all find ourselves in and how Christ-followers especially can deal with them. Taken from the Scripture Ephesians 6:10-19, the book goes in-depth on how we can walk in what is true and not in the shadows of fear, worry, and the “what seems true”.

4) Frosted Lemonade – You know on those hot, hot days, and you have lots of errands where you are in and out of the car, you could really use some lovely cold beverage, right? Sweet tea might be one of those go’to’s. For me, yesterday, it was the frosted lemonade with diet lemonade) at Chick-fil-A. I was shocked to find it is on the Dessert menu (ordering it with diet instead of their regular lemonade at least takes it down to 240 calories for a small). It is so refreshing. Even better (can’t believe I’m saying this) than the frosted orange from The Varsity. If you have neither of these options where you live, what’s your go-to cold beverage (while driving)?

blog-varsity-frosted-orangeblog-chickfila-frosted-lemonadePhoto Credit: Pinterest; Chick-fil-A

5) Latest Video by my Favorite Guitarist – Nathan Mills posted a new video this week.  Those of you who follow him (or just me) know that he is a classical guitarist who writes and performs arrangements of themes from movies, TV shows, and video games. I have no idea what the game World of Warcraft is, but his arrangement of the Neal Acree’s Anduin Theme follows. Just lovely.

nathan-mills-twitter-world-of-warcraft-legionPhoto Credit: Twitter

Even composer Neal Acree thought so…and we agree with him, right?

blog-nathan-and-neal-acreePhoto Credit: Twitter

Have a low-stress, safe, and sweet weekend! Thanks for stopping by.

World-Class Customer Service – The Key Is Caring – Horst Schulze on a Culture of Service

Blog - Horst SchulzePhoto Credit: Arnezzy.tumblr.com

Just the expression “5-Star Hotels” summons delicious images of ocean views and chic, comfortable rooms and all those tiny touches to insure your return. Though never a guest in such a hotel, I have enjoyed 4-star treatment, and I have been a customer of Chick-fil-A  and Southwest Airlines. All through our days, we are administering and receiving some sort of customer service.

A couple of weeks ago, I had the privilege of learning about customer service from Horst Schulze, a world-renowned leader in the field of luxury hotels. He gained his wisdom and expertise, up through the ranks, and his counsel is applicable to any peopled workplace or organization. Schulze puts caring at the foundation for world class excellence – not just caring about the customer or client (albeit extremely important) but caring for all people (the employees and all who interface with each other in his industry).

Mr. Schulze talks about the service process as three parts: delivering an excellent product (without defect), in a timely manner, with genuine caring. Genuine caring. Not silly over-friendliness, or with casual sloppiness. Genuinely caring for the customer’s personage, time, and purpose for that interaction.

Since his presentation, I have intentionally looked at service very differently. Whether we’re talking about a small business or a large franchise, a school or university, or even such a thing as a church connection team. We can enhance customer satisfaction and loyalty by intentionally and comprehensively setting our culture.

Mr. Schulze is people-oriented – with his employees, vendors, and customers. He manages this in his hiring and training practices and through a vigilant daily (industry-wide) practice of his canon of customer service standards* (definitely worth a read- click on the link below to read the 24 standards). As I listened to him speak, his whole demeanor was that of one who joyfully delights in excellence and bringing it to bear in improving the lives of those around him.

No matter how well we think we’re doing in providing services or responding to the needs of our clients/customers, we would do well to look at the practices of such businesses as the Capella Hotel Group, Chick-fil-A, and Southwest Airlines. You will see this common thread of caring in their philosophies, culture, and standards.

“I dreamed of hotels where every employee comes to work not just to work but to create excellence, where every employee is committed, and where it’s not about creating rules but about every customer being taken care of the way they want to be taken care of.” – Horst Schulze**

“Focus on creating an organization of excellence and have processes where you can transfer excellence. That starts by finding out what is excellent in the eyes of the customer – what the guest really wants from us – based not just on what they said they wanted but what they were really thinking.” – Horst Schulze**

“It’s my responsibility to set standards. I have no right to accept mediocrity or limitation. If you don’t point out flaws, mediocrity will set in. It’s my business to do what is right and not make excuses for mediocrity. I agonize when I make a decision that it is good for all concerned; if it’s not, I don’t do it.” – Horst Schulze**

[Leading by Culture] “Southwest was the first to create a position entitled “Vice President of Customers.” For many years Colleen Barrett held the position. She understood that Customers always come first, and that in order to have a Customer service mindset you cannot separate the importance of the internal Customer (Employees) from the external Customers (passengers). If the internal Customer is happy, it will naturally flow to the external Customer in the form of good service.” – Lessons in Loyalty, Ian BrooksBlog - Southwest Airlines - Customer Service Culture - leapq.orgPhoto Credit: leapQ.org

 “Every life has a story, and often our customers and our employees, need a little grace and a little space when you deal with them because they are either experiencing a problem, just finished having a problem, or are about to have one. The word ‘restaurant’ means place of restoration. We think of Chick-fil-A as an oasis where people can be restored.  We’re all people with a lot of emotional things going on that don’t necessarily show on the surface, so we try to offer amenities and kindness that minister to the heart.” – Dan Cathy, President, Chick-fil-A***

Blog - Customer Service - Chick-fil-APhoto Credit: jyontheroad.blogspot.com

“Forty years ago, exceptional was a glass elevator in the lobby; then it became real paintings and fine marble and so on. Now it’s coming back to doing what the individual guest really wants: personalized and individualized service geared not to the market, but to the individual. True luxury today is about responding to each individual guest.” – Horst Schulze**

*Capella Hotel Group’s Canon service standards conceived by chairman and founder Horst Schulze

**Defining Luxury – LEADERS Interview with Horst Schulze

YouTube Video – Horst Schulze- Presentation on Customer Service

Global Leadership Summit – 6 Take-Aways from Day 2 of #GLS15

Summaries on All Speakers of Global Leadership Summit 2015 by David M. Arnold

Notes from the GLS15 – Creating World Cass Service – Horst Schulze

****A Lesson in Customer Service from Chick-fil-A President Dan Cathy

The Chick-fil-A Difference: Why Customer Lingo Matters

Thank you. My pleasure.

What You Can Learn from Southwest Airlines’ Culture

***Lessons in Loyalty: How Southwest Airlines Does It – An Insider’s Point of View

Southwest Airlines – the Airlines with Heart – and One Heart I Know Well