Behind Chick-fil-A’s Unconventional Franchise Model | WSJ The Economics Of

Chick-fil-A has built its rapid growth on the popularity of its signature chicken sandwich. But its unconventional approach to business has helped make it the third biggest fast-food chain in the U.S.
WSJ gets an inside look at the business strategies including the unique franchise model, small menu and culture driving the Atlanta-based company’s success.
Photo Illustration: Alexander Hotz/WSJ
0:00 Chicken sandwich
0:42 Chick-fil-A’s history
1:26 Small menu
3:04 Atypical franchise model
5:06 Culture and values
The Economics Of
How do the world's most successful companies generate revenue? In this explainer series, we'll dive into the surprising stories behind how businesses work--exploring everything from Costco's "treasure-hunt" model to the economics behind Amazon's AWS.
#ChickfilA #Chicken #WSJ

[@keithjackson2035]

When they get my order wrong, I just assume that they know what’s best for me.

[@brooks5895]

It's what god wants for you

[@Carterthielftw_]

This is truth, the nice thing is that no matter what they screw up, you end with the same product: good chicken

[@keithjackson2035]

@@Carterthielftw_ EXACTLY!

[@carolinelong9652]

I got my order messed up once and ended up with the mess up order on top of the original and had more delicious food than I could eat

[@peryole]

I thought they forgot my ranch one day, I looked at the mobile app and it was me! How dare they get my order correct the first time!

[@mindgamewords]

Chik fil a is what McDonald's used to be. They have people walking around asking if you need extra sauce, extra napkins, getting you refills. It is a nice experience. The workers seem like they like their job. Its awesome.

[@1966bluemax]

It’s overpriced

[@mindgamewords]

@@1966bluemax Not for the quality and service. Ill pay the premium.

[@toxichammertoe8696]

Trust me the workers don't

[@mindgamewords]

@@toxichammertoe8696 ok USA

[@littledudefromacrossthestr5755]

@@toxichammertoe8696 lol

[@ztornow]

People just want to be treated with respect and get the items they ordered. CFA does that at pretty much any location you go to. It’s a likable food chain

[@dankappus7004]

It's the straight pride parade in every town, full of people who like being treated well, but don't like treating certain others well.

[@dankappus7004]

@@CalebBerman When you die, you will rot, and no mystical hocus pocus can stop it.

[@slagathar]

"My pleasure!"

[@jeffmorrison2915]

That's the problem, right there: CFA is not likable! I would never eat at CFA unless I have no other choice. Both conceptual and implementational errors: Breaded pseudo-chicken does not go well with bread buns. Those waffle-like fries are not as good as other junk food chains fries such as McDonalds. It's not like In-n-Out burger with thousand islands sauce or any specialty.

[@saltyworms118]

@Liam Miller literally tho all these different religions have all these different heavens and they ALL think their right😭😭😭

[@isaiahmorales8130]

I currently work at Chick-fil-a and this is all very true. never have i ever been mistreated by another team member or director. My dream is to become an operator one day. My boss always says "we're in the people business that just happens to sell good chicken.

[@christinedavis7850]

They give money to anti gay groups

[@xpwnx4]

nerd

[@GrimOrdnance]

They say the same thing at Texas Roadhouse, which is kinda funny. We're in the people business, and we also sell steaks..

[@carolinacortes1705]

Sounds like they have been listening to Simon Sinek

[@nonprogrediestregredi1711]

Wow, so you appear to want to be an advocate for a corporation that has repeatedly been fined for breaking child labor laws and, per comments and donations, sure seem to support bigotry. If those are the standards you live by, that is your choice. I have never and will never give them a penny of my money. There are plenty of "restaurants" that serve disgusting, processed food if I so choose to indulge.

[@Mason-kk7ny]

When I was in college I used to do cross-country bike rides every summer to raise money for a charitable cause. The local Chick-fil-A would always give me enough free meal cards to get one meal per day from them while out on my ride. No questions, no strings attached, and no expectations of me. As a broke college student trying to make a positive change in the world, I always appreciated the gesture. I think I'll always support them because of that.

[@CanadaMMA]

It's a shame they wouldn't have done it for a gay person doing the same thing. :-(

[@reidkemper]

@@CanadaMMA Their philosophy is to be hospitable to all people, which is why a CFA restaurant gave free food to gay marriage supporters at a rally.

[@lxLanarchyxl]

@@CanadaMMA this isnt accurate fam. they love everyone they just dont support stuff like that.

[@situated4]

Bull.

[@brobeans9]

Well I guess I’ll have to support them even more now 😇😇

[@FinancialShinanigan]

Just judging by their customer service, you know why they're successful.

[@jocelynwilliams2059]

How good they are ?? Cause there is no chick fill-A in my country

[@faithnfire4769]

Good enough that the stereotype of their workers is that they are too nice. Or like overly competent at customer service. Jokes aside they are notably good for a restaurant in general, better than most fast food by rule.

[@DeepValueOptions]

Killing chickens one order at a time. Man is stupid

[@iiamcoughlin5346]

@@DeepValueOptions hungry*

[@DeepValueOptions]

@@iiamcoughlin5346 so hungry it will eat itself to survive

[@monicawilliams7844]

In-N-Out and Chick-fil-A are my go-to’s. Their menu is simple and affordable. The long drive-thru lines says that people will go no matter what and my order is always right.

[@nbarbettini]

I have never seen longer drive thru lines than those two restaurants!

[@PercySegui]

Worth it.

[@janaijackson4455]

@@nbarbettini The lines are long for a reason…

[@usersdksdfg]

and they're both Christian

[@effend446]

And the food is much fresher at both chains.

[@NicoleMaguire]

More than once I have come through a Chick-fil-a drive through for comfort food and had an employee ask if they could pray for me as I was visibly upset. I am not religious, but am so grateful for the kindness when I needed it most.

[@TSPJGUAC]

I worked at CFA for three years and it was by far the best job experience I have had to date. It may sound silly but it prepared my for my other "real" job down the road. I gained so many leadership skills that have transferred to every other area in my life. I was cared for as a person and not just an employee. Our operator would treat all the employees to regular movie outings, amusement park trips, and Christmas parties. If you need a job, no matter what stage of life you are in, this is the place to go. And if I still lived near a CFA location, I would work there in a heartbeat.

[@zodecompton2537]

@@rishabhg6466 CFA is an abbreviation for Chick-fil-A

[@jacobg8640]

I don't mean to accuse you of this, but this reads like one of those management written reviews you see on indeed.

[@shanejohnson381]

@@jacobg8640 You just haven't experienced it my friend. All we hear about is the terrible work conditions of companies like Walmart and Amazon, but there a few legit companies to work for and CFA is most definitely one of them.

[@abepafford1615]

I can vouch for having had a similar experience as the commenter, having worked at CFA for about 18 months back in 1987-88. I know lots of people who have worked there, or whose kids have worked there, in the decades since, and most have similar experiences. My son is about to start his first real job next week - working at a new local CFA location.

[@Baaqel]

@@jacobg8640 I worked at a cfa for over 2 years, partially as management, and I agree it does read like that.

[@Rdasboss]

I mean their drive through is crushing it. They encourage you to use the app, it works, and makes the process faster. They have lines longer than macdonalds but are faster or feels faster. Its frankly stunning.

[@Lolaandcassidyadventures]

The car side ordering helps too.::)

[@ant1171984]

Oh totally. Line wrapped around 3x more than say 8 cars at McDonald's... you'll still be served faster, friendlier, and accurately. They have this down to a science. I can't for the life of me figure out why other chains don't adopt their business model to increase both sales and service.

[@UnclePhil1112]

I know so many people who have never had Chick-fil-a simply because they don’t want to wait in the long line at the drive thru. I tell them all the time how fast it moves and they don’t believe me.

[@NothingHereForYou]

The one by me doesn't have a drive thru so there barely is ever a wait. In fact one time I was handed my food before the girl could even finish making my drink.

[@madelynelise8956]

Sadly my local drive through consistently has at least 30 cars in it so despite the speed it still takes over 25 minutes.

[@rodneygraham4192]

Truett Cathy wastruly an amazingly thoughtful individual. He also had many wonderful sayings, my favorite was "it's easier to raise a child than to mend an adult"

[@styxrakash4639]

I like that

[@MotorcycleMouse]

Did she say chick fil a can be slower?! It’s the fastest place around. At McDonalds they hardly even talk to you, at Chick fil a, they make you feel like they want you there.

[@jeffmorrison2915]

Wait until you visit In-n-Out.

[@aerospacematt9147]

It can be slow at times, but that’s due to the sheer volume of people there!

[@edney7525]

I came to comment this, it’s NEVER slow, it’s a lot more busy than most other fast food places so it usually takes as long as any other place but if you put the same lines they have at any other place it would take 2-3x as long

[@stadot1427]

The line might be longer, but the per person service is *fast*

[@joshuaychung]

@@jeffmorrison2915 Always feel like In-N-Out is the burger version of Chick-fil-a. Small menu, super nice employees, always crazy busy, but the food is great. (Except for the In-N-Out fries. That's just me.)

[@sticksentertainment]

"The service in the drive-thru may be slower"????? I think not. Chick-fil-a has the most streamlined drive-thru process in the fast food industry.

[@dilhack2682]

On the way out of town today I got some drinks at CFA. McDonalds is about 2 miles down the road. Got to CFA, line was wrapped around the building. Looks bad, but I know how fast they are so I jump in line instead of taking 5 minutes to drive to McD's. They take my order, and while still way back in the line a girl runs out with my drinks. McD's/Wendy's/etc. would have taken longer with three cars in line.

[@shanejohnson381]

I couldn't agree with this more. My thoughts exactly when I heard this in the video

[@brianwalters9703]

I’ve never sat in their line longer than 10 minutes even when I'm 20 cars back

[@kingsley9324]

@@shanejohnson381 do you actually have ideas if this lockdowns are bullish or bearish for my crypto coins???

[@vaneenusa1776]

Exactly my thought!!

[@brunojake099]

I work at ChickFilA. When you clock in it’s game on, those drive thru lines do not have an end. More like a sports team than fast food!

[@e_d_d_d]

Lol

[@davidknappert7171]

Thanks for your hard work!

[@itr0863]

At least that makes the time go by

[@Jay-jb2vr]

Why can't McDonald's workers think like this

[@Amplified435]

Thank you guys for showing up to work and doing an awesome job. I hope the business makes the day go by faster, always does at my work.

[@2121toso]

I would hire any worker that used to work at Chick-fil-A. They value customer service.

[@deedeelpz]

Working there all summer and it has made me break out of my shell and made me an even more of a leader. I’m only a team member, but the way Chick-fil-A is structured is great. It’s an amazing first job for me, i got another Chick-fil-A job at the college i’m going to attend away from home. Im glad to be a part of it for this little part of my life :)

[@peachykeen7634]

Way to go. I worked at chick fil a for 5yrs in high-school, college. Take advantage of every opportunity for growth, take every criticism in stride, and you’ll really grow as a person. May God bless your endeavors.

[@robbieg25]

I always get the impression that the young people who work there are going to make it big eventually.

[@benmendoza9225]

I work at Chick-fil-A as a delivery driver. It’s nice, everyone that works there likes each other and talks all the time. Love getting free food

[@jjauger96]

That's great! I didn't know they did that. What state? Do they offer it in California?

[@omargaminghd1730]

that’s crazy because where i’m from we only get a 50% discount

[@arcangelmaaze7804]

Bruh, you're comfortable there, you're going to be there until you retire

[@benmendoza9225]

@@jjauger96 Texas. I have no idea bout CA

[@benmendoza9225]

@@omargaminghd1730 we do too. The only free food I manage to get is leftover breakfast that’s headed to the trash

[@chadallenchan]

Having those sundays off for rest really helps the employee morale i think, because in other foodservice industries working weekends is almost a must.

[@lmeza1983]

Imagine working six days a week and having a day off not during the weekend and the payment is miserable.

[@jeffheyer7783]

That’s probably their best thing

[@andrewputnam2717]

It mostly just helps coworkers hangout outside of work because we know we all have free time on Sundays

[@Honduhdad]

I first had chick fil a 2 years ago. They are super fast. Beyond polite. Great quality. It's by far the best fast food place out there. I forgot my wallet once & they had my take my food anyway. I went back 15 minutes later & paid for my food as well as the next person in line to show my appreciation. Such an amazing place with even better people. I like a few things on the menu, chick fil a nuggets , mac & cheese , mix it together with bbq sause. Amazing. But i continue to go back because of the employees & how amazing it's ran. Keep doing amazing work !

[@judahfloyd]

I work at Chick-fil-A! Every time I walking in the manger greets me and smiles and thanks me for coming in! As an employee I just try and carry that same positive energy to the customers! Very positive family like environment!

[@finom7752]

"Can be slower" ... Umm their lines are longer but their wait time are quicker than other fast food businesses. At least in my experience.

[@alexking5013]

It’s only slower because the line is 50 cars instead of 5 lol

[@carrjar]

Exactly. More cars does not equal slower at Chick-fil-a.

[@moonaj89]

I agree with op

[@BulawayoJohn]

Exactly! When I heard that I was very confused. If I'm in a hurry I go to Chick-fil-A because even if their line has 50 cars in it I know it will be faster than a 4 car line at Popeye's

[@FirstOfTheMagi]

Yea I routinely start at the back of a long line and am getting my food in like 5 mins

[@M4NA5]

It got me through grad school so I will always have a soft spot for Chic-fil-A.

[@littledudefromacrossthestr5755]

@@jeycalc6877 these nuts

[@M4NA5]

@@littledudefromacrossthestr5755 gottem

[@flclub54]

How did Chick-fil-A money get your through grad school?

[@littledudefromacrossthestr5755]

@@M4NA5 😁👍

[@littledudefromacrossthestr5755]

@@flclub54 lol right

[@Rocketsong]

It appears that Chick-fil-A operates in the exact same manner as In-N-Out. Both were started in the 40's, are privately held, have a limited, clear menu, and own all the locations.

[@mrchedda]

Not exactly. Their employees are not as friendly and their drive thru is slow as molasses.

[@thestarlights8550]

Im a new employee at chik fil a and honestly they're amazing, theres so many little things that just make it so lovely and nice. I love the company with all my heart, honestly its more than a job at this point, it just feels good to be seen and cared for as a person and to help :)

[@latinaalma1947]

I have NEVER seen so MANY positive comments like these about any business before...you cant buy that amount of goodwill!

[@infotime]

There's an Arby's right next to a Chick-fil-A by me. Arby's may have 5 cars in the drive through, Chick-fil-A may have 20. You'll still be done faster at Chick-fil-A every time.

[@situated4]

WE HAVE THE MEATS!!!!

[@Dumascain]

Similar situation here. We have a Chick-fil-A right next door to a McD's. McD's parking lot is ALWAYS empty and the line for Chick-fil-A is pretty much always backed up onto the highway.

[@samual8299]

"... Even though the service in the drive thru may be slower" Heather has definitely never been to a chick fil a. The drive thru is quick and seamless. They handle 5x the people of other fast food joints in half the time.

[@charlesmcbride7179]

Over exaggerate much

[@nicholasholden8139]

@@charlesmcbride7179 Not really, one time I went there and the line was wrapped around three times (about 75 cars) and was there for only 20 minutes.

[@staceyjohnson2929]

Same thing I thought. I live near some of the busiest Chick Fil A locations in the country. They are so efficient with getting customers through the Drive Thru!

[@samuelhong4272]

@@nicholasholden8139 right but relative to the line that’s super fast

[@brianc1651]

Their customer service just blows every other fast food restaurant out of the water. Several times, my mom was like, "the line is too long." I convinced that we would breeze through. I can be 20 deep in line at Chik-fil-A and get my food faster than if I was just two deep at the nearby Wendy's.

[@sammathai761]

International viewer here. I would love to try a Chick-Fil-A.

[@zukacs]

airports

[@minaguirguis8897]

From where Sam??

[@EmotionalScenes]

It’s overrated. If you like soggy Fries and soggy chicken , go for it.

[@wilfred5820]

Ayo Calvin and Hobbes

[@LeeeroyJenkins]

@@EmotionalScenes You own a McDonald’s. That’s why you’re jealous.

[@AlpacaCheese]

Plain and simple: it’s better than other food chains by a long long mile in just simple customer service, and on top of this, the chicken sandwich is amazing. Good food and good service is all you need. Wonder why other companies can’t seem to nail down a simple concept begs another question...

[@thomasdriskill5254]

GMO ☠️

[@NickolasGrisham]

Privately owned seems to be the main difference

[@Showmetheevidence-]

I’ve wondered this too… but basically it comes down to tough, hard effort and work consistently. It isn’t rocket science. But it is hard work.

[@Showmetheevidence-]

I’ve wondered this too… but basically it comes down to tough, hard effort and work consistently. It isn’t rocket science. But it is hard work.

[@AlpacaCheese]

@@thomasdriskill5254 LOL 😂

[@caroleanne8529]

My favorite! Something I notice at Chick-fil-A is that they always have plenty of staff. That is one of the reasons they're so efficient and the employees can sincerely be cheerful. Go to any other fast food in my area and the same person working the drive thru is also making drinks for a cashier who has to wipe the tables (sort of), which makes me wonder who has to clean the restrooms.

[@rickowen4410]

My father’s chain of restaurants in the Southeast helped launch Chick-fil-A in the late 60s. As far as I know, my father‘s Hasty House restaurants were the only other restaurants that offered Chick-fil-A. I loved Chick-fil-A from the beginning and enjoyed meeting Truett Cathy and his wife, having dinner in their home as a young teenager, and could tell they were down-to-earth, practical, hard-working ‘restaurant people’ like my father and our family.

[@mrchedda]

Nice humble brag. 😂😂😂. Cool you knew the founder. You’re SOOOO cool. Lol

I'm not right-wing, I'm not left-wing, I'm the whole chicken! NICE

[@zayonkiber2510]

Bro xD 🤣🤣

[@rogueinvestor2375]

You can have the wings. I’ll take the breasts.

[@ExplorationRandomDestination]

@@rogueinvestor2375 Right then left and a bounce all around

[@Qusin111]

you're both wing? I would get fat ... well fatter

[@OptiPopulus]

"Comedy"

[@brandonrandall7974]

As a former employee of two separate stores in the separate regions, the overall experience is heavily dependent on the Operator. The first store I worked at, also my first job, was a great experience and made me love the company, sadly the second Operator I worked for ruined that mode for me and made me seek out other opportunities. Overall I love the company and the service they provide.

[@VW5767]

I would have to say, the 2nd operator is not the norm. Glad you had a good experience with the first one.

[@brandonrandall7974]

@@VW5767 I completely agree, my first operator was one of the few that has two stores, and both were incredibly successful

[@situated4]

Was the second operator a bit light in the loafers?

[@shanejohnson381]

Also...not to mention, you can seek higher ups about the "troubled" operator. That is the beauty of how CFA does their franchising. CFA basically owns everything still

[@stupidshouldhurt8363]

Same here, I worked for a CFA and our operator was garbage, the company model was great and their approach to service is excellent but our leadership and operator was the ultimate reason why I quit!

[@AdriGoddess]

There's a reason why people (such as myself) prefer In-N-Out and Chic-Fil-A: simple menu. They have real ingredients, a consistent recipe, and good quality. I KNOW people are actually cooking/preparing it inside that store rather than reheating it.

[@mollyg4980]

I went to a grand opening of CFA when I was 19. They did a drawing of 100 people (200 showed up) and mine was the second name drawn! You had to stay overnight, and they fed you 5 meals. The next morning you were rewarded with 50 free meal coupons! Sandwich fries and a drink! At 19, those meals went a long way! Thanks Chick-fil-a!

[@RixRunIt]

As a Chick-fil-A worker getting paid $20 has helped me succeed!

[@jon2beast547]

Good stuff 💪🏽. I make a little more than you at both of my restaurant jobs . Hard work , but California so expensive to live in I love chik fil a

[@CreatingCreations]

One of the few fast food restaurants I'm still willing to go to. Their employees are actually not rude, and that's not something any mcdonalds, wendys, subway, .... can ever say.

[@DumbledoreMcCracken]

Rude is part of the experience of Fast Food. You want plastic people who are 'pleasant'? I want surley servers, and clean food,

[@thomasdriskill5254]

Willing to eat gmos 😳

[@MrEtronic]

Popoyes lol

[@stopgettingtriggered]

@@DumbledoreMcCracken lol

[@alpha_2_agonist]

Add popeyes, burger king, white castle to that list as well haha

[@phronze1]

I do some work with CFA HQ as an outside vendor, and there’s something overwhelmingly positive and warm about the place and the people there. And that goes for everybody involved, from executives down to The security guards. It truly leaves you feeling a desire to treat your fellow man better. I don’t know what to say, I have tremendous respect for that company and their culture.

[@Animorphster]

One of the best jobs I ever had. Chick fil a took me in as a 15 year old and made me a team leader over the next 4 years. I credit Chick fil a with my developed work ethic.

[@sburt6425]

Not mentioned, CFA has long term vendors that go the extra mile for them because they are loyal customers. Many of their vendors have been there since the beginning and can attribute their financial success and growth to this rare and true partnership

[@ShaudaySmith]

Dude. this was a great highlight on this company. Their continued focus on the values that matter most to them. People and Service. Their thoughtful approach to expansion and how they treat their employees. I respect their strong branding game. They really uphold their mission statement and their standards of engagement are always consistent no matter in what state i've gone to. Stay private Chic-fil-a. Be beholden to only your mission statement, not shareholders.

[@sigbauer9782]

were they to go public, a woke ceo and board would step in and destroy the whole place within a year. it's how leftists work.

[@nasifsiddiquey8867]

@@sigbauer9782 Why do you have to make it political? In the video, the CEO said how his father would say "I'm not right-wing, I'm not left-wing, I'm the whole chicken!". He's literally the opposite of people like you.

[@sigbauer9782]

@@nasifsiddiquey8867 dude...when a company goes from private to public, they get subjected to a whole new set of rules and shareholder pressure. eventually these boards become raging leftists and any moderates on said board are usually too afraid for their own jobs to say anything. this is also how a founder can get ousted, SEE: Papa Johns founder John Schnatter.

[@nasifsiddiquey8867]

@@sigbauer9782 These companies know that the 18-34 age range are willing to spend a lot of money on products. Because people of these ages are predominantly liberal, the companies want their products to appeal to them. They don't want bad press. All of it is absolutely corporate. Nothing political about it. The board members aren't "raging leftists", they endorse left-wing movements because it'll make them more money. If anything, they are personally fiscal conservatives who want lower corporate taxes, but lie and say they are liberal for good press.

[@SteamyWonder64]

@@sigbauer9782 They got rid of John because he used the n-word over a business call… are you defending that?

[@CheckThisOut77]

I LOVE Chick-fil-A. Great that they are closed on Sundays.

[@rastersplatter]

Great post. Unique company. Ultra-successful companies like this one know they must make money; but really focus on what's more important. The customer. It works. As a customer, my interaction and satisfaction experience with Chick-fil-A is 100% better than any of their competition (any "fast food" spot). The competition should logically follow. For example, I love Whataberger, and they should totally copy Chick-fil-A's drive through methodology, as it is their pain point.

[@iMitsubishiZA]

The customer service seems to be the foundation of this business. This requires extensive training and investment in good staff, something many companies today sacrifice…

[@eduardochavacano]

or just hire pretty people, especially men. Save money on training. Pretty men are by nature compassionate, thoughful, and polite.

[@stopgettingtriggered]

@@eduardochavacano lol what

[@themanwhoknewtoomuch6667]

@@stopgettingtriggered Our boi Eduardo here is thirsty....my friend.

[@robr.3679]

Seeing how CFA has optimized its operations during COVID, while so many other organizations have floundered, I just wonder what we need to do to convince them to run a government agency. Good quality, excellent customer service.... they are getting a lot right that others simply won't.

[@OleLockAndKey]

@rob r. - probably because they actually care about their people - the complete opposite of anything government. (This cynical old guy says haha)

[@buddybuythis3889]

Thank God Chik-fil-A is spreading everywhere. Now I can move where ever I want and still be close to a Chik-fil-A.

[@__B--MAN__]

the employees is what makes Chick fil a so great.

[@jeffmorrison2915]

That's the problem, right there: CFA is not great! I would never eat at CFA unless I have no other choice. Both conceptual and implementational errors: Breaded pseudo-chicken does not go well with bread buns. Those waffle-like fries are not as good as other junk food chains fries such as McDonalds. It's not like In-n-Out burger with thousand islands sauce or any specialty.

[@__B--MAN__]

@@jeffmorrison2915 where i'm from the cleanest restaurants and best service is at CFA. You're right, it isnt the best tasting but around here there are some places you best not stop at. LOL

[@jeffmorrison2915]

@@__B--MAN__ The whole idea that we are here praising CFA tells me how terribly we are used to eating junk. It tells me that we should travel more around the world to see how some of (not all) these fast food chains including CFA, are feeding us with overpriced garbage with no nutrition, taste and culture in their products. CFA? Seriously? What's next? Glorifying Taco Bell?

[@devanman7920]

I'm Irish and I don't know much about Chick-fil-A but before this video even started I knew its the good chicken place thats closed on sundays and pays good wages. So if I know that all the way in Ireland they must be doing something right.

[@danielalonzo7445]

I am always impressed how fast their service is. They make you feel special and if i am warmly welcome and thank for my visit, i am very happy.

[@thekell]

they do not pay good wages

[@devanman7920]

@@thekell I thought they paid a good but more then the competition? Like a livable wage?

[@two4.six8]

I worked for the restaurant and later for their charitable foundation back in the 1980s. I got to know the family that owns the company fairly well. It was a much smaller company back then. The current CEO was just a young kid at the time. He was quite strong-willed. It looks like he's harnessed that leadership drive, though. Anyway, I loved working for them. At the time, they didn't pay any better than any other fast food place, but they gave every student a small scholarship once you had completed 2000 hours with them. And it was a genuinely fun place to work. They were selling a good experience as much as they were selling chicken, and as an employee, it is more enjoyable to focus on giving customers a happy experience than to focus on making the boss rich. And they tried to recruit me at the time to become an operator, but I had different career plans. I sometimes think maybe I should have done it. So I think a lot of people want all of the cheerfulness to be fake, but it was never like that for me. It was some of the most fun work I've ever done. If you ever make it over here to the US, you'll have to give it a try.

[@PapagenoMF]

Hope you're not Catholic! They're run by right-wing Trump loving Evangelicals who hate Catholics as much as they hate members of the LGBTQ community.

[@jasoncherry2616]

My wife and I fell in love with Chick Fil A when living in Texas. We really wish that they would expand into Korea. They make the best chicken sandwiches, and we love their sources. It plus Texas BBQ are the only things we miss from the U.S.

[@semicolin1559]

If it’s North Korea I don’t think they will ever expand there. They wouldn’t let CFA.

[@prodigy7407]

For me as a kid, it was their marketing. That cow telling us to eat more chikin was so creative and fun.

[@robertmiller2367]

It's carnival food you can get every day... the service and attention to lobby customers is on par with other chains, they focus on drive thru more than lobby customers, but the food is different so when they reach saturation they will decline, I've already seen it start in my area.

[@seancadet8588]

Not mentioned in the video, but if you pay close attention, you'll notice that they will always reply to your "Thank you" with "My Pleasure", not "You're Welcome". It's one small thing that they instill on their associates to do.

[@quinnthompson]

As a Canadian with some Chick-fil-As around here now, I've really enjoyed it. I don't go often, but it's always a treat when I can go & it's always so so busy, yet they handle the crazyness with great expertise. I hope they can continue growing and not lose the values & work ethic that got them this far!

[@THEspindoctor84]

Me and my family visit a local CFA 1-2 times a month. We are still frequently astonished at the customer service, and the food quality is high and very consistent. I would be more than happy for either of my two daughters to work there as their first job.

[@craigwilkinson276]

As a Brit who moved to the US in 2018 (and never been a fan of fast food), I've gotta say, I like Chick-fil-A. As I type this, my wife is picking up our order from there. The drive-thru is well organized. I always comment on how efficient they are. And their sandwiches are good. Any time I drive past a Chick-fil-A, the drive-thru is always packed.

[@notinmyUSMC]

Chick-fil-A is to chicken sandwiches what In-N-Out Burger is to burgers. Both are excellent!

[@SomeOne-mf3us]

Whataburger > in n out

[@SA2004YG]

@@SomeOne-mf3us hard disagree

[@23StudiosSports]

@@SomeOne-mf3us used to be. Sadly the quality has decreased since it was sold a few years ago

[@kidkool27]

They both have awful fries 🤣

[@FactStorm]

Good analogy

[@yellowmoon1084]

Good service and consistency. That's it.

[@Two2onefive]

Yet so hard to accomplish. Weird.

[@FactStorm]

Yup, in great summary.

[@eclairsaremyfavsnack]

I work at cfa and its honestly the best entry-level job ever.

[@aye8851]

I start working at Chick-fil-A this Friday :) can’t wait!

[@aliciadear]

The service and general ease of access is beyond anything else. It’s literally more difficult to order other places. I can put a chick foil a order in on my phone, pull into a parking spot 1.5 minutes later, and my food is being brought to my window in minutes and I get updates on my phone along the way. Low contact, I get rewards for using my app. It’s overall brilliant. Other restaurants are trying similar approaches but don’t hit the mark with efficiency.

[@situated4]

Well, bully for you then.

[@fabipuello]

I have never seen a fresh CFA sandwich look like the one on the opening shot. Clearly that sandwich was seating in a bag for a long time.

[@colobisman6132]

Their drive through is really incredibly fast. I typically hate drive throughs but during the pandemic I was forced to go through theirs. There was a double line with 10 to 15 cars in each in front of me. I timed it and I got through and received my food in 5 minutes. Amazing.

[@Dressy7]

Hopefully more companies in the future will use this model that's based on real values. People of all ages absolutely CRAVE authenticity like that. Could be applied to much more than just a restaurant chain.

[@guybeingaguy]

I agree, never hire or support gay people. I support CFA stance against ALL homosexuals.

[@lynndragoman1573]

In-N-Out Burger and Chick-fil-A have great staffing while the other fast food chains look like there staff is a prison gang.

[@johnpalmer5131]

Another great chain to add to the list is Culver’s… very similar profile.. great food and service. Predominantly Midwest (started Wisconsin) but growing nationwide.

[@shantilus]

My chick-fil-a sandwich has never looked as depressing as the one you show at the beginning. Thanks for the video, I enjoyed it. Not as much as them chick-fil-a nuggets though!!!!

[@TJ-bu9zk]

agreed, it felt staged

[@mintycrabcakes]

mine looks exactly like sometimes. but when the taste is there i dont care about the looks

[@taahiramcgee]

I agree, that sandwich looks like the one my son gets from the fundraisers at school that sat around for a couple of hours.

[@crale9814]

I worked at CFA and we constantly put out sandwiches exactly like that tbh. If they wanted it to look amazing then they would’ve pictured a deluxe to be fair

[@feliciawhite7728]

You can tell the employees are happy. Actually happy. It's nice knowing that I'm being taken care of and my food is being made by someone who likes their job. The consistency from chic fil a is amazing and I know what I'm getting regardless of location. Fast food restaurant with dine in service. It simply outshines any other fast food restaurant.

[@ConsiderTheCrows]

I went inside a Chick Fila last year and I had never seen a fast food store so packed inside and outside. The chicken nuggets are incredible, but the mobs of people in there seemed to be an example of waaaay too much enthusiasm for some fast food.

[@Lafortune100]

u were on of them people

[@kevbama5827]

I often want something other than Chikfila but still go because I know I will be treated with better customer service. It's more than just fast food.

[@Thrash230723]

Loved working at CFA! Learned more about customer service and quality business practices than in all the other organizations I’ve worked with combined.

[@robsmith400]

Well I can tell you, at most other fast food joints the customer service is almost never good and often borders on bad but I can honestly say that at Chick-fil-A it is always a pleasant experience which is something this world needs more of.

[@HickoryDickory86]

Personally, I would correct one thing you said. I would say that customer service at most fast food joints is usually bad and often borders on hostile. As though you coming there and wanting to place an order is an affront to them or something.

[@CDGMR1]

Luv them. They stand for their values and don’t apologize for it. ❤️❤️❤️❤️❤️

[@randomonlinecat5478]

Dare I say, I admire the founder's values and ability to stick to them despite the success! Godspeed

[@squishable1000]

Closing on Sunday is old school and also an extremely clever business move

[@yveje9720]

The speed of service they have in NYC is incredible. We’re a fast paced city and I figured they wouldn’t be able to keep up but it was actually more streamlined because of the tablet system.

[@effend446]

Regardless of their political and religious views, you have to admit that Chick-Fil-A is a sturdy, well-run company. There's a lot to like about the way they operate: Privately held, so they don't feel any pressure from shareholders telling the board what to do. And I don't blame Chick-Fil-A for being closed on Sunday, either. When I worked in the bar/restaurant business, we were always closed on Monday. (Sunday was actually our busiest day.) And we always looked forward to that guaranteed one day off to rest, relax, and recover. (Many of us, particularly chefs, also had Tuesday off as well.) And then there's the humility/hospitality factor. And that's where the founder's Southern Baptist faith comes into play - treat your guests the way THEY would like to be treated, with dignity and respect, REGARDLESS of one's background. Biggest thing I've learned going to Sunday school/church is that GOD LOVES EVERYONE. You don't have to be a Christian to eat or work at Chick-Fil-A. Nor will supporting Chick-Fil-A make you a devout Christian, either. (Yes, many of its supporters actually believe that it will, but it won't. And going to church on Sunday won't make you a Christian, either.) They're going to be a major player in the restaurant business for a long time.

[@EmpressMermaid]

I'm a HS teacher and I know a lot of my former students have worked their way through college with the help and support of Chick-fil-A. Many graduated debt-free.

[@jbrumundsmith]

I'm guessing you're not an English teacher. 😅

[@quochungtran8127]

Chick-fil-A's employees are very NICE. I love their sauces!

[@korchansan]

I agree their polynesian is just out of this world

[@jamesbridges1107]

Love CFA…my kids work there. Positivity from management and from customers as well. To be greeted by a friendly face, please and thank you, and the ever popular “My pleasure” is terrific. Also, the people who there are naturally friendly as well.

[@chads4556]

I think there is something to be said about how Chick-Fil-A is raising the bar on customer service. I'm from the Upper Midwest and if you ever go to a Culver's it's the same thing. Smiles and good service. Makes you feel good about eating there.

[@bobthemagicmoose]

Each operator also can only have a single franchise so they focus on it.

[@noahashley827]

That's not fully correct, they are just very slow to get a second store. Operators that prove successful can have 2, or in very very rare cases 3, stores. All of them would be in the same city though and that is only after they have proven themselves as great leaders over many years.

[@OopsFailedArt]

@@noahashley827 you’re right, the rule is they have to have had the first store for at least 10 years and be one of the top ranked in the region. It makes a lot of sense

[@bobthemagicmoose]

@@noahashley827 thanks for the clarification! I was going off of what I had heard from someone in advanced stages of the application process.

[@herban_jungle]

That also means you can’t step away from day to day operations. You basically buy yourself a job.

[@OopsFailedArt]

@@herban_jungle yes 10k buys your a $250k per year job with potential to increase this on performance or double it in ten years. You’re right but definitely not a bad deal for non-entrepreneurial types

[@jb8408]

Every time I go to Chik Fil A, my food is the same high quality, packed exactly the same, no mistakes, and the service is quite good. A+

[@SMJ0hnson]

Watching this while digesting a deluxe chicken sandwich. Love chick fil a!

[@luke8173]

I listened to a talk from a franchise attorney on the topic of CFA. he said he gets asked about getting a franchise, he tells the person to get a job at a restaurant because they want people who have come up in the system. It also contrasts with McDonald's, where a corporation can own huge bundles of franchises (50, 100, even 200) under their umbrella.

[@RGTFLA85]

Chick fil a was my first ever job. Learned a great deal about myself in that season of life and work.

[@axem.8338]

I am not left wing, I am not right wing, I am the whole chicken! Wow.

[@chaitanyashinde7700]

One thing is for sure they got there business model straight and simple. CEO said being consistent is important. Once they got the order you can relax, there is no anxiety it’s just pick up and leave in the drive thru. Lot of other drive thrus the machine becomes a hurdle vs having a human to interact it’s much calming effect. Menu is simple so ordering is simple. Also everyone deserve a break having Sunday off is the best thing anyone can do. Spicy chicken sandwich all day long.

[@zeeshandogar9406]

Has nothing to do with recipes or some business model, their success is rooted in their moral compass.

[@isaacerwin9402]

It's just not a franchise, they just hire "owners" to run it full time but if they leave they don't keep the Chick-fil-A they don't pay for the restraunt. It's just a good management structure with the illusion of a franchise.

[@nikkimcdonald4562]

I would not be interested in this type of franchise deal.

[@cowetascore8476]

@@nikkimcdonald4562 You split the profits, which means if you just follow their guidelines, it's BANK for 90% of operators. Yes, it's a lot of work at first, but don't think operators are behind the counter every hour. They are growing the business from the outside in.

[@TheSoftLifeDiaries]

So thankful they’re finally in Canada. I tried them while visiting Atlanta and I fell in love. I hope with them expanding that their quality stays the same.

[@andrewdishman335]

I’m from Canada too. Was going to try the one in Kitchener tomorrow but just seen they’re closed Sunday. 😔. Oh well try some other time.

[@kingsley9324]

do you actually have ideas if this lockdowns are bullish or bearish for my crypto coins???

[@quaduabeo]

Not yet in Vancouver, BC. I'm sad

[@louishermann7676]

"The service in the drive thru 'can' be slower." Can is the operative word, hun. I've have sat in shorter lines for much longer at any other drive thru. Their lines are wrapped around the building and you're still through it in 5-10 min.

[@stadot1427]

Reminds me of a quote a friend of mine told me: "take care of your people and your bottom line will take care of itself."

[@VanGoWanderlust]

They over estimate the importance of “the recipe.” Chick Fil A is about quality and service. Even though service isn’t fast, it’s good. That is mind blowing, a new way to look at service.

[@jeremiahinvests-research8305]

What they don't tell you is how hellish the backroom is. Can't believe those fryers are legal. It's not as rosey as they want you to believe.

[@jimeagle5483]

Signature member. We love CFA and have been loyal customers since the first store opened in our area. My son's first job was at the local store and gave him a good foundation to enter the workforce with great training and people skills.

[@youraveragewalrus3828]

It’s amazing how well companies can do when they treat their employees well and ensure there are standards and quality to uphold in their product

[@davidgodchilla4413]

I love their smart slow growth business model. Wish more American businesses understand the intelligence of using your own capital, not rushing expansion, and maintaining a high level of quality. I hate the long lines but people love it so they wait. They could add 500 stores but instead they open 145 new highly profitable stores.

[@farayimatibiri1724]

Basically, they've chosen not to sell their soul for fast profits and maintain their integrity 🙏🏽

[@RealJPMcGrath]

Best fast food chain ever. I love their food and I love that they care about their employees enough to give every Sunday off regardless of their religion. They have amazing service and amazing values and thats why they will outlast any competition

[@a.d3167]

Just went here today and was wondering what makes this business stand out like it does, thank you for this information. And it's also surprising that while other popular fast food restaurant add to their menu , chick fil A keeps the same amount.

[@peachykeen7634]

I’m so grateful that they don’t have a revolving menu except for some seasonal items like shakes and tortilla soup. I can’t stand other restaurants that are constantly discontinuing menu items.

[@2121toso]

has 100% outstanding service every time.

[@Austin-xp2wt]

I work for a year at a plant that ships chick fil -a product. The sheer demand for chick fli a is insane. The jobs at the chicken factory are very stressful and you have to work fast for 8-9 hours. Currently we’re short 40 people on 1st and 60 people on 2nd shift out of 150-200ish . Plz be thankful for the people that work these factors, because currently everything on every line is going stupid fast to support demand.