#65: Dee Ann Turner — The Secret Sauce of Chick-fil-A Culture

Join the Intentional Leader Lab Facebook group.  Support our efforts to close the gap in leadership education by becoming a Patron!   Dee Ann Turner understands the importance of stewarding talent.  A 33-year veteran of Chick-fil-A, Inc, she was selected as the company's first female officer in 2001 and served as the Vice President, Talent and Vice President, Sustainability. During her long career, she worked closely with Chick-fil-A's founder, S. Truett Cathy, and other key leaders as an architect of their organizational culture. Additionally, she led Staff Learning and Development, Diversity and Inclusion, and Culture and Engagement, and Talent Management. More recently, Dee Ann launched and led Chick-fil-A's sustainability function focusing on a strategy to implement sustainable practices at the then $10.5 billion company. Dee Ann was instrumental in building and growing Chick-fil-A's well-known culture and talent systems, responsible for selecting thousands of Chick-fil-A franchisees and corporate staff members. Under her leadership, Chick-fil-A enjoyed industry-leading employee engagement scores and became known for selecting the best talent in the hospitality business, maintaining a 95% retention rate for corporate staff and franchisees. She has also mentored and championed hundreds of people to discover their unique vocational callings and build careers they love. Today, she leads her own organization, Dee Ann Turner & Associates, LLC, focused on writing books and speaking to audiences both virtually and in-person on how to steward extraordinary talent. She's the author of two best-selling books covering the topics of corporate culture, customer service and career success. It's My Pleasure and its newer version, Bet on Talent, teaches leaders how to find and keep extraordinary talent. Her latest book, Crush Your Career, teaches talent how to be extraordinary. Additionally, Dee Ann serves as Executive in Residence at High Point University teaching students career development skills and serving in the Access to Innovators Program. Through her books and keynotes, she leverages her experience to help you steward the extraordinary talent entrusted to you, whether you are responsible for creating a remarkable organizational culture or focused on building your own exceptional career. She is a graduate of Clayton State University with a degree in Management. She also completed executive education courses at Emory University, University of North Carolina at Chapel Hill and the University of Virginia's Darden Business School. She is a 2009 alumnus of the prestigious Harvard Business School Advanced Management Program. Dee Ann has been married to her husband, Ashley for 37 years and they are the parents of three grown sons. She has served numerous non-profit boards in the past including The Kenya Project, Eagle Ranch and Proverbs 31 Ministries. She has also served on the board of advisors for Lubbock Christian University and First Care Clinics. Currently, she serves on the board of advisors for Unconventional Business Network Women and the advisory board for the Pure Hope Foundation. When she is not traveling, she can often be found on her Peloton bike in her home outside of Atlanta or on her stand up paddleboard at Lake Hartwell in northeast Georgia. On this episode, we cover a lot of ground, including: The key ingredients to building an incredible culture like they have at Chick-fil-A How to activate the key elements of culture in your organization The story behind how Chick-fil-A created their meaningful purpose The differences between a rules-based culture and a principles-based culture The story behind "My Pleasure" at Chick-fil-A How Chick-fil-A keeps such a high level of employee engagement and high retention of talent After conducting thousands of interviews, how Dee Ann is able to choose the best talent Commonalities between those that make it through the highly competitive process to become a Chick-fil-A franchisee The one habit, routine, or ritual that has made the biggest positive difference for Dee Ann Her top marriage/relationship advice Her top parenting advice One leader she really admires Her top leadership book: Dr. Henry Cloud's book, Integrity