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.......