Second Mile Service

America's Best Hope 2014


In this 43-minute session from America's Best Hope 2014, Dan Cathy encourages Christian business leaders to set an example of service in their organizations. Dan is President and CEO of Chick-fil-A where he has served since 1970. Chick-fil-A has grown to become the largest quick-service chicken restaurant chain in the United States with its nearly 2,000 locations doing almost $6 billion in sales in 2014. 


Passion is contagious. What is your vision for your organization? In what ways are you able to share your passion for your organization with your employees?
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"Leadership is 80% what we do and 20% what we say." 

Think of a great leader that you've worked under. How did they model leadership through their actions?
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What are the "doing" aspects of your leadership? How do you lead by doing, even with those employees you don't regularly interact with?
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Dan tied the need to do excellent work with his Christian faith. Why is working with excellence a crucial component of viewing your work as worship?
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Matthew 5:41 (ESV)

41And if anyone forces you to go one mile, go with him two miles.

Scripture quotations marked (ESV) are from The Holy Bible, English Standard Version®, copyright © 2001 by Crossway Bibles, a publishing ministry of Good News Publishers. Used by permission. All rights reserved.


How would you define "second mile service"? What does this type of service look like in your organization?
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As a leader, how do you instill a second smile service mentality into the DNA of your organization?
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What challenges do you have to overcome to do this?
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Early in the session, Dan stated, "If it's not tweetable, it's not good enough." Going the second mile is doing what your customers don't expect—so much so that they will go to social media to share about their positive experience. At Chick-fil-A, the culture of excellent service starts at the top. As a leader, a second mile service mentality must begin with you. 


For more information about America's Best Hope, or to attend next year's event, click here