Wednesday, June 22, 2016

Why This Anti-Gay Fastfood Chain is So Successful?

The strategy of investing more in training and career development has proven to be massively successful for companies like Chick-fil-A.

The anti-gay fastfood chain consistently ranks first in restaurant customer-service surveys. In reviews, customers rave about the restaurants' cleanliness, quick, convenient service, and hardworking employees.

Highly regarded customer service is uncommon in fast food — an industry notorious for paying low wages.

But Chick-fil-A doesn't pay much more than the industry average. The company pays about US$ 8.44 an hour, according to Glassdoor. The average hourly wage in the fast-food industry is US$ 7.98, according to PayScale.

Chick-fil-A says its service is so consistent because it invests more than other companies in training its employees and helping them advance their careers — regardless of whether those careers are in fast food.

As previously reported, franchisees are encouraged to ask their new hires what their career goals are and then to try to help them achieve those goals. Some managers even pay out of pocket for their employees to get advanced degrees and certifications in the field they are interested in. Many also try to support their employees in times of need.

Kevin Moss, a Chick-fil-A manager of 20 years, told Business Insider that he has funded one employee's marketing degree and paid for another worker to take photography classes. Moss said he also often sends food to his employees' families when a member of the family is sick or passes away.

"I've found people are more motivated and respond better when you care about them," Moss told Business Insider.

The company also offers leadership positions in all of its restaurants that come with higher pay as well as greater responsibilities. Crew members can work their way toward "director" positions in marketing, cleanliness, kitchen operations, and drive-thru operations.

Many franchisees, including Moss, will additionally offer training classes for their employees to earn certificates in managing food and labor costs, managing conflict in restaurants, and other areas of expertise.

"The better we train, the longer people stay with us," Moss said.

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