Edison, NJ

Welcome to Edison, NJ and Menlo Park Mall which sits on the ground where Thomas Edison tinkered in his invention labs to perfect his now famous lightbulb. Ironically, I'll be reinventing and revamping here as well... revamping food and reinventing people. Over the next weeks and even months, we'll be perfecting the famous Chicken Sandwich and taking it back to it's original, perfect recipe. I'll also be developing leaders who confidently serve customers and know our brand and vision by heart...because they believe in our mission with their own hearts.

We've already begun this process. To start out our first leadership meeting the store has had in years, I gave $5 to each person and told them to purchase some food from the competition in the food court. I also told them the first person back would win a prize which simulated the hurriedness many of our customers feel. This exercise sparked great conversation as I asked each leader to evaluate their interactions with the competition and outline what operational excellence would look like to them. It turned out that the leadership team's own thoughts were very similar to the four keys Chick-fil-A believes are crucial to customers: Speed of Service, Attentive and Courteous Team Members, Taste of Food and Cleanliness. With this in mind, I shared my vision for the re-creation of our store: Taking each of these areas, evaluating and making positive changes in order to reach operational excellence. The team will see major changes over the next months, but it was imperative that they understand my spirit and the heart of why I'm making each change which is: to increase the quality of each customer's experience when they visit with us and to build positive, lasting impressions of our store and brand as a whole in the community.

I'm looking more forward to the future of our store with each interaction. We will make this team successful. I have no doubts.

R & M

While the holidays approach, so does my next transition! I'm excited about the change and am wrapping up one last necessary task in order to ensure a great transition... Repairs and Maintenance! Over the past few days, I've inventoried our equipment and facilities one last time to ensure that the new operator takes over with the best equipment, in the best condition. New light bulbs are in, the hood vents are scheduled for a final cleaning, and the Henny's are now in great working order, cleaned and with new parts. Pheasant Lane Mall is now ready for a busy Christmas season and a new operator!

The Great Thanksgiving Race

The holidays are just around the corner and the mall traffic is increasing. Potential Raving Fans are here- the trick comes in enticing them to visit us after they buy the latest and greatest fashions from retailers. To make this happen, Chick-fil-A at Pheasant Lane is hosting The Great Thanksgiving Race for all the stores in the mall! Each participating store has been given PALS to distribute to their customers. The store with the greatest return of coupons will receive a Chick-fil-A party at the end of the month. Competition is stiff. Many stores have already finished distributing their first coupon batch and and we are only on Day 3....so look for more results later!

New Hampshire Loves Chick-fil-A!!

Chick-fil-A fans inspire me to love the company, our food and our values so much more, energizing me and making me so proud to be a part of such an amazing company!

I’ve been pleasantly surprised to meet a couple of Raving Fans here in Nashua!

One fan, Sue, gleefully told me a story of a party she and her husband hosted last weekend. Of course, Chick-fil-A Chicken Nuggets were the party favorite!! Many of her guests had never eaten a delicious nugget and became Raving Fans at first bite. One party attendee, a proper and very mannerly lady, sheepishly confessed to Sue that she dropped one of her nuggets on the floor. She was so upset that she went back to the tray to get another, only to find no nuggets left! So, without a thought, she picked the dropped nugget off of the floor, blew it off, and popped it into her mouth!! This lady is now ordering party trays from us!


Another gentleman drove 45 minutes to visit us for the first time this past Saturday. He connected with our friendly Team Leader, Vicki, at the register and told her his story. He's one of the many small business owners who has been hit hard by the tough economic climate. Even though he had never eaten at a Chick-fil-A, he decided to read one of Truett Cathy’s books on business. Despite the hard times, he said, he’s feeling more joyful and hopeful than ever- all because of “Eat More Chicken, Inspire More People”. He just wanted to come in to say thanks… and have his first Chick-fil-A Sandwich.

Out in the Mall

One of my goals while at Pheasant Lane Mall is to increase sales. The mall is a busy and bustling place with many opportunities to attract new customers and build relationships. To start out my marketing blitz we thought it best to target the business within the mall. We went out and met the employees who work within the mall everyday. To help encourage sales and build good will I created and distributed a specials menu for mall employees which featured special deals during the slower days of the week. This has been a great hit so far!! However, nothing can seem to top the great Chick-fil-A spinning wheel game. It generates lots of excitement with both mall employees and patrons alike. Our employees love the game too as they get the chance to interact with future guests. Overall, it's been a fun and exciting time to see how these small proactive steps can build sales, both for now and the future.


One of our new employees, Kayla, expertly handling the wheel!

This past Sunday was encouraging. I began the day visiting nearby Christ Church with my husband. We were surprised after the service when, as we spoke with the pastor’s wife, we learned that several past Chick-fil-A Interim Managers attended there as well during their time at Pheasant Lane. Small church world up here!

A successful team meeting followed in the afternoon. My goals for the meeting were simple and two-fold. First, we discussed the policies and procedures that we follow as a Chick-fil-A, Inc. store. Many team members had great questions and we productively found answers within team member handbook for most inquiries. This exercise also showed the team how to utilize their handbooks! Then, we discussed our team’s mission over the next month- to make each customer’s day better because they dined with us. We will complete our mission by executing Operational Excellence daily and implementing Recipe for Service. This mission allows each team member, from our breader to our sampler, to have an impact on our store!!

I finished the day back in the store, cleaning our shelving, ceiling and walls- a much needed undertaking!!

The Proof Is In The Pudding

I’ve been reminded of three things over the past week. I’ve remembered that things are not always as they seem, buy in does not always lead to follow through, and that people will always be people- unpredictable and complex. Normally, one of my greatest strengths is my ability to read people and predict behavior which made my current situation all the more surprising.

During a wonderful, record-breaking sales weekend, I lost an employee. She made a decision to leave our store. What surprised and saddened me most was the fact that we met together only two days before, spent time exploring her leadership role and the potential impact she could have on our store. Her excitement was evident. Her buy-in to the company vision and desire for operational excellence seemed genuine. She even took hold of the conversation, moving into ways she could impact our customers to ensure they received the best food and service possible. However, her behavior just 24 short hours later was completely different and she made the unexpected decision to quit.

Needless to say, the whole turn of events was disappointing. However, it's been a good reminder for me that, well, the proof is in the pudding. People can say all the right things, but ultimately we are all judged by our actions over time. It's the proven behavior at all levels which leads to trust and grows the relationships that successful businesses are built upon!

Thinking Trails

As an IM, my location, store, team members, struggles and joys are guaranteed to change on a regular basis. One thing that doesn’t change, though, is my love for God’s creation and my passion for running. Running refreshes and de-stresses me. Running through nature just inspires me! So, yesterday I went out in search of my ‘thinking trail’ in NH and found a natural spot that exceeded my expectations!




So, consultants, team members, friends and family (you guys already know) if you’re trying to contact me and I don’t answer….just wait about 30 minutes and I’ll get back with you, refreshed and filled with new and exciting ideas.

Farewell to Fayetteville Street

After a quick blogging sabbatical, I'm back now writing from the great and beautiful state of New Hampshire. My Fayetteville Street Mall assignment ended on September 30. The team sent me away with a cake, card and many sweet, heartfelt goodbyes. While I will miss the store, I can look back with much satisfaction knowing that I meet my goals of increasing food safety, re-teaching key food preparation and developing leadership that can effectively guide the team members. Additionally, I increased our speed of service during our peak lunch hours by re-arranging our entire counter space and dining room-an exciting and rewarding change!

While I am satisfied with these results, I find it was also an invaluable time of learning for me. First and foremost, I learned that I can run a store. Granted the assignment was only for a month; nevertheless, the experience has given me confidence for future assignments. I look forward to the opportunity to prove myself in longer assignments, where I can better see the fruits of my labor over time.

Another lesson I will take with me is to not expect an immediate investment from every employee. The truth of the matter is that people don't follow titles, they follow leaders. If I really want a team to jump on board with me and make great changes in short periods of time, I'm going to have to prove myself and my credibility to them. Because of this I know that I need to work hard, exercise patience, and trust myself in those first few critical days. I think great leaders invest time in their followers, building relationships and learning what makes each person 'tick' - their fears, joys, faults and greatest dreams. Then, a leader will come meet each person on their individual levels to make an impact. For some employees, this may only take a day, but others may take weeks to jump on board and commit to positive changes. It's worth the wait, though, because when that relationship is formed, possibilities are endless.

Or as Dwight D. Eisenhower put it, "Leadership is the art of getting someone else to do something you want done because he wants to do it."

The Experts Are Here

During this month at Fayetteville Street, I asked every employee to choose one area of the store to master. After mastering their skill, I challenged them to share their expertise with their fellow team members. We now have quite a few Recipe for Service experts, a biscuit connoisseur and a breading guru! What amazes me most is how each team member has taken ownership of their area and takes pride in their new knowledge. I was hoping to create experts. What we now have are ambassadors, focused on the part they can play in making our store awesome.

A Change Will Do You Good!

Over the past week, I have made some changes to the store’s layout. My intention was to improve the flow of customers during our very busy, crowded, cramped and confusing lunch hour when everyone in Downtown Raleigh needs to eat and run back to work.

So far we've been successful…people seem to fly through the line and now spend more time making that crucial drink decision than waiting for their meal. Here's a look at the 'new' design.

Our counter space has become a long selection of delicious drinks...customers
just slide down to make selections. Lemonade is now just behind the registers. The sauces have also been moved- the cashiers distribute them now-saving time and our supplies!

Check out this beautiful condiment counter. It's visible to all customers and easily accessible from the drink station. Plus the counter creates more private seating at the window.

The old lemonade area is now a salad condiment and display area...our fastest improvement thus far!

More improvements to come.......

Where's My Circle?

Currently, I’m reading “The 7 Habits of Highly Effective People”, by Stephen Covey. I’m impressed with the book as a whole (in fact I've heard the 8th habbit is reading his book), however I've especially focused on implementing the first habbit which is entitled “Be Proactive”. Covey explains here that everyone has a range of concerns in their lives: relationships, family, finances or where to go out for dinner. He dubs this the "circle of concern". Within this circle, though, we find a much smaller circle where we actually have influence over our concerns, thus called our "circle of influence". Successful people don't dwell on or attempt to influence areas beyond their control; rather, they focus the majority of their efforts and energy on their area of influence. This concept has really resonated with me and the way I think about all areas of life, especially at work.

One simple example where this mindset has helped me is my handling of the broken ice machine. Not running out of ice has become a major "concern" for me. My natural reaction would probably be to focus on getting the new ice machine in . Unfortunately the amount of time I could spend thinking and worrying about the arrival of the new ice machine will not, in any way shape or form, influence how fast it will get here. It would be wasted energy. It would be easy for me to resign myself to the fact that I’d have to let my accountant and business consultant know that I’ve had to purchase hundreds of dollars worth of ice over the next few weeks to keep us afloat. However, within my circle of influence I realized I had other options... (imagine a light bulb turning on over my head)... other Chick-fil-A’s have ice... I could borrow... maybe even for free. For the past week we've been transporting hundreds of pounds of ice in sanitized food safe coolers to our store multiple times a day. It's not easy, but it's a much better option than purchasing bags of ice at $2.58 a pop. I can’t influence when our ice machine gets here, but I can influence how we handle the situation here at the store. This is just one example of many about how it pays to stay focused on my circle of influence. (Let's just hope getting the new ice machine here is in the circle of influence for the guys at the ice machine company!)

"This could be the beginning of a beautiful...leadership team."

During this month, one of my core goals is to begin developing leaders who will effectively guide this amazing crew towards higher and more excellent goals. Not only is this a major need, but I've realized this tough but amazing process is one of the reasons I'm with Chick-fil-A in the first place and makes me love my job.

Yesterday I spent an incredible three hours with Michael and Mauricio. I had penciled in a 45 minute meeting into my planner! These guys were brimming with ideas, thoughts and were able to open up about their struggles and lack of knowledge. We bounced ideas off each other, discussed roles, and I shared where I envisioned the store for the next month and then in the long term. It took a few minutes... and mostly fueled by me asking them many questions (Erick, thanks for modeling this to me).... but finally the guys grasped the reality that we must first be consistently excellent in the basics of food, continue the development of each team member, and improve customer service if the store is going to continue to grow. Then they made it their own! Mauricio's chief goal is to get the breading right in the store and Michael is focusing on finding ways to be more proactive within his circle of influence and relationship building. I'm proud of these guys and am looking forward to our meeting next week!