How Chick-fil-A Achieves Fantastic Customer Service with Shane Benson

The EntreLeadership Podcast

Ramsey Network

Entrepreneurship, Business, Management

4.7 • 4.1K Ratings

🗓️ 28 February 2022

⏱️ 39 minutes

🔗️ Recording | iTunes | RSS

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Summary

Join us as our host, George Kamel, talks to Shane Benson. Shane is the senior vice president of operations at Chick-fil-A corporate and was Chick-fil-A’s vice president of customer experience for 16 years. He shares how the customer service culture at Chick-fil-A has developed over the years and the underlying principles you and your team can put into practice to create repeat customers. Later in the episode, George chats with Luke LeFevre, Ramsey Solutions’ chief creative officer. Luke explains why he repeats certain phrases to his team and why those phrases are important for keeping the team focused on the mission and the vision. You’ll learn: Chick-fil-A’s simple ingredients for great customer service The secret sauce for creating consistent customer service A simple tool to protect your company culture How to transfer your culture to new hires Sign up for The EntreLeadership Podcast Takeaways—a weekly email where you’ll get three tangible takeaways and a tactical action step related to each week’s episode: https://bit.ly/podcast-takeaways Support our sponsors: BELAY: https://bit.ly/33SwBlO Hite Digital: https://bit.ly/HiteDigital NetSuite: https://bit.ly/NetSuiteEntre Exodus 90: https://bit.ly/Exodus90Entre Kyro Digital: https://bit.ly/KyroDigital Links mentioned in the episode: The EntreLeadership Podcast: https://bit.ly/TheEntreLeadershipPodcast Dave Ramsey’s 7 Baby Steps: https://bit.ly/351RpIi Download the free How to Create Core Values guide: https://bit.ly/3oZE3Tt Schedule a call with Tim, our producer: https://bit.ly/3bJOSmi Learn more about EntreLeadership Events: EntreLeadership Summit: https://bit.ly/EntreLeadershipSummit EntreLeadership Master Series: https://bit.ly/EntreLeadershipMasterSeries Learn more about EntreLeadership Coaching: Elite: https://bit.ly/EntreLeadershipElite Advisory Groups: https://bit.ly/EntreLeadershipAdvisoryGroups Executive Coaching: https://bit.ly/EntreLeadershipExecutiveCoaching Workshops: https://bit.ly/EntreLeadershipWorkshops Weekly Report Tool: https://bit.ly/WeeklyReportTool Listen to all the Ramsey Network podcasts anytime, anywhere in our app. Download the Ramsey Network app: https://apple.co/3eN8jNq

Transcript

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0:00.0	Former Zappo CEO Tony Shea once said customer service shouldn't just be a
0:13.5	department it should be the entire company. Great companies know this and live
0:18.4	this out every single day. Now slapping it on the wall is one thing but how do
0:22.7	you be about the business of creating a great customer experience and
0:25.9	instilling those values into your team. From the Ramsey Network this is the
0:30.5	Entree Leadership Podcast where we help business leaders grow themselves, their
0:34.3	teams and their profits. I'm your host George Camel and today's episode is
0:38.4	all about how to create and maintain a great customer experience. Our first
0:42.8	guest today is Shane Benson. He currently serves as Senior Vice President of
0:46.8	Operations at Chick-fil-A corporate and previously he was VP of customer
0:50.6	experience for 16 years. We'll talk about how the customer service culture at
0:54.9	Chick-fil-A has developed over the years and the underlying principles that you
0:58.7	and your team can put into practice. Our second conversation is with Ramsey
1:02.7	leader Luke LaFever. We'll talk about the repeated phrases that he uses the
1:06.5	shape our culture here Ramsey and the impact that has on our customers. At
1:11.2	first my conversation with Shane Benson. Shane it's so great to have you on the
1:16.5	podcast how you been. I'm grateful to be here and great to see you George happy to
1:21.6	be here. Well we've been friends for many years now and we got talking about
1:26.5	this idea of customer experience and there's no one I thought of that is
1:30.7	better to talk about this than you and you have quite quite the resume. Right
1:35.6	now you are Senior Vice President of Operations at Chick-fil-A corporate but
1:40.3	before that you were VP of customer experience for 16 years and you're an owner
	...

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