4The Big Payoff

Copyright © 2009 by Lee J. Colan. Click here for terms of use.

The hardest thing for your competitors to match is the most unique aspect of your organization—the hearts and minds of your employees.

Truett Cathy, founder and chairman of Chick-fil-A, the second-largest quick-service chicken restaurant chain in the country, built his business by engaging his employees. He calls it "the loyalty effect."

"As a chain, we believe that attracting great people helps create an unforgettable experience for our customers. It requires a lot of time and effort to make sure you have the right people working in the right jobs, but we believe this is time well spent. The bottom line is that our people, from our restaurant operators to the team ...

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