Ep 141 – Chick-fil-A’s Cliff Robinson on Valuing People and Offering Excellent Products and Services
SUMMARY
Recently, GLN CEO & President David Ashcraft sat down with Cliff Robinson, Executive VP and “Chief People Person” at Chick-fil-A. If you’ve ever wondered what it’s like to sit in a room with an experienced, high-level leader and listen to them share practical experience and wisdom, this is a great episode to dive into! Cliff discusses how the Chick-fil-A is able to place such a high value on people while simultaneously maintaining a high standard of product and customer service. Cliff also shares about the role of innovation at Chick-fil-A, and some techniques he personally leverages to maintain his effectiveness as he leads.
IN THIS EPISODE:
How did Cliff get started at Chick-fil-A, and how did his career progress?
How did he keep going when he encountered difficult times?
How do you create community for 250,000 employees?
What’s the value proposition of building community in a business?
How does Cliff define “circles”? Is a circle comprised of similar roles, or does it transcend roles?
How does thinking of your team as family impact employee transitions, particularly separations?
What is Cliff’s “Three Buckets” approach to dealing with situations, and how does he use it?
Where and how does innovation factor into Chick-fil-A?
How does Cliff prioritize his week?
How does he recharge?
LISTEN
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STANDOUTS AND TAKEAWAYS
Ideally, people help the business grow, and the business helps people grow.
People are always the most important, but you can never lose sight of the fact that the customer is giving you money for certain brand distinctives.
There is power in offering great product and services, while at the same time remaining in the people business.
Our world draws lines and separates people, but there’s tremendous benefit if we can bring people together in relational circles and find common ground.
If you look at every person as bringing unique strengths and capabilities, and if you can mesh them in a team, and let people learn from each other, the business will be better.
Anything in your life can be placed in one of three buckets: things you can control, things you cannot control, and things you can influence.
Living in the bucket of things you cannot control results in fear and worry.
Things that you can influence usually lie closer to someone else’s control bucket. Your role is usually to come alongside and help.
Allow as much freedom as you can, but also be very clear on what needs to be consistent within the company.
Leaders should prioritize knowing themselves.
LINKS MENTIONED
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