Chick-fil-A Manager Retention Issues
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Jennifer BurnhamMatthew Hoffmaster
Matthew MartinHannah SimmonsAmanda Simula
It’s a Great Day at Chick-fil-A!
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Mooresville Chick-fil-A• Worked with the operating partner, Darin
Wiggins
• Turnover issues with new managers• The last three Assistant Managers left the franchise
within a year of their hire date
• Methodology• Email• Topics• Surveys• Interviews• Analysis
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CultureBased on biblical principles
Closed on Sundays
Culture very family-based
Dedicated to philanthropies
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ASA• Employees Are drawn in by the culture
• Hired based on their propensity to fit in well with the company
• If new managers do not feel accepted or like the culture, there will probably be attrition
~• Cannot hire a good manager who engages
in behavior such as moonlighting at a strip club because it would upset the corporation
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CultureCurrent managers all love the culture
Those managers believe the feelings are shared
Not everyone is as good of a “fit” as it may seem to managers:
All front-line employees said that they “fit well” but either:
did not like the culture “much”did not like the culture “at all”
Possibly, managers that left did not fit with the culture as much as they or management expected
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CultureOrganizational culture should fit mission, values, and goals
Self proclaimed “Keys to Success:”
Customer serviceProduct qualityFranchisee relationsEmployee relationsPhilanthropies
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CultureDiscrepancy between corporate beliefs and employee beliefs:
Team-members placed low significance on franchisee relations and employee relations
Employee relations ranked MUCH HIGHER in Mooresville store than the other store. (more on this later)
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Socialization• Ongoing process of internalizing
organization’s culture
• No formal rituals practiced when new management came on board
• Team members felt that formal introduction of new management was important• Build respect for new management • Feel more accepted and comfortable in new position
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CultureMooresville Store:
More family members who work thereMore friends at workPlace more emphasis on prior experienceBelieve “employee relations” more important than other location
Mooresville store could have a more developed culture leading to barriers to change, and lack of acceptance of new managers
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Is the Cultural Pressure Too Much?
“We are watched very closely by Chick-fil-A... It's very weird.”
Personal questions often asked during interviews:
Marital statusNumber of dependentsInvolvement in community, civic, social, church, and professional organizations
Family members of prospective operators are often interviewed
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Job Satisfaction• Idea that high performers having a
reduced probability of turnover as job attitudes elevated
• Current managers have a high level of job satisfaction
• Excited by the values of Chick-fil-A• Specifically Christian virtues and family values
• Front line employees think highly of management’s performance
• Clear that job satisfaction would have a tremendous affect on retention
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Conclusions• Maintain a policy of seeking out managers that
hold the same family values and Christian virtues
• Promote from within as much as possible
• Essential to have some previous restaurant experience, preferably another Chick-fil-A location
• Current managers be a part of the interviewing process
• Formal introduction policy be established