Dan Cathy has the customer service philosophy that "if someone forces you to go one mile, go with him two miles (Matthew 5:41)". He always believes in going the extra mile for customers. He said, "customers are starving for honor, dignity and respect". Our interaction with them is more than selling something. For example, one store came up with the idea of using a pepper grinder. Customers could then have fresh, cracked pepper on their salads. It was such a huge hit, Dan went and bought the largest pepper grinders he could find for all the stores!
Another point Dan made is, "if you fall in love with your work, you will never have to work again". Dan also emphasized glorifying God and having a positive influence on all.
David Gentile also spoke this week. He follows these seven commandments:
- Define who you are? What do you stand for?
- Don't let the organization constrain you. Figure out how you can have an influence within the organization.
- Bring clarity to subjects.
- Be determined or get out of the way. Are you determined to make a difference? Never excel at mediocrity. Do the best you can.
- Consistency is a virtue people rely on. David considers himself "consistently unpredictable".
- Have a vision for the future as a guiding light.
- Transparency rules the day.
What impressed me most was not his commandments, but rather the way he addressed a family healthcare issue with me one-on-one. He offered me a number of suggestions, and instructed me to call his office if I did not get satisfactory results. Although I may not talk directly to David, I am confident the appropriate support will be provided.
These are just two examples of real and authentic leadership? Who do you know that exemplifies this kind of leadership?
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