Bet on Talent , livre ebook

Cover
Endorsements
“Bet on talent? Every time. Dee Ann Turner has given us a great guide for how to get ahead of the pack. She draws on her long career with Chick-fil-A to show you how to hire the best people, sustain a thriving culture, and leave customers saying, ‘Wow!’”
Michael Hyatt , New York Times bestselling author
“Working with Dee Ann Turner and Chick-fil-A, I witnessed not just a remarkable culture, but a deliberate and impactful focus on people. Cultures like this don’t just happen, and Bet on Talent is the blueprint for this work, which Dee Ann led for over thirty years at Chick-fil-A. This book is filled with practical tools and insightful stories that beautifully illustrate how to create your own remarkable culture, select extraordinary talent, and win the hearts of your customers. Bet on talent, and bet on this book!”
Stephen M. R. Covey , New York Times and #1 Wall Street Journal bestselling author of The Speed of Trust
“So often, we dream of success for our organization but don’t know where to start. Dee Ann Turner has the answer: focus on talent and culture. In Bet on Talent , Turner outlines the essence and elements of a remarkable culture and how you can grow that culture by selecting the right talent. In these pages, Turner can help you grow your organization to its fullest potential.”
Cheryl Bachelder , former CEO of Popeyes Louisiana Kitchen, Inc. and author of Dare to Serve
“For three decades, Dee Ann Turner was a key leader in creating the remarkable culture that is the guiding force of Chick-fil-A’s success in becoming America’s most popular quick-service restaurant. Bet On Talent will help you understand how you can create a remarkable culture in your organization. Her real-life stories illustrate what a remarkable culture can accomplish. Bet On Talent presents an opportunity to learn from the master practitioner.”
James L. S. “ Jimmy” Collins , president and COO (Retired) of Chick-fil-A, Inc.
“‘Remarkable cultures are created, grown, and nurtured through the power of stories.’ You will find these powerful words and many more like them in Dee Ann’s transformative book Bet on Talent . For over thirty years, she was a key cultural architect in building Chick-fil-A into a world-class organization with a world-class culture. Come and sit at her feet and learn how to create a remarkable culture that wins the hearts of customers.”
Dr. Derwin L. Gray , lead pastor of Transformation Church and author of Limitless Life: You Are More Than Your Past When God Holds Your Future
“Dee Ann Turner puts the cookies on the bottom shelf. Her ideas in this book are clear and doable, and her explanations of how people and culture work are unmistakable. I have benefited from her thoughts in this book, and I am betting that you will too.”
Tim Elmore , bestselling author and president of GrowingLeaders.com
“ Bet on Talent is rock-solid gold. Dee Ann Turner saturates the pages of this book with her lifelong experience and practical wisdom. Her book is like a treasure map that leads you directly to the essence of remarkable. What I loved most is that I felt as though I was being mentored by someone who was giving me her best because she believed the best in me. This is a leadership classic you will forever own, reference, and buy for others. You’ll discover what a pleasure and reward it is to place your bet on talent!”
Tami Heim , president and CEO of Christian Leadership Alliance
“ Bet on Talent captures the essence of leading culture and talent: to help your team create capacity and get positive results. Dee Ann Turner doesn’t merely report the content. She lived it. She did it. She taught it. Read it to learn and apply it to succeed.”
Nido Qubein , president of High Point University
“Dee Ann Turner has developed simple but authentic principles and truths used to build a competitively advantageous and sustainable culture. A truly inspiring book.”
Bill Lovette , president and CEO (Retired) of Pilgrim’s Pride Corp.
“ Bet on Talent is an extraordinary guide to building a culture in which people rally around a mission that matters in order to build great teams, produce loyal customers, and generate exceptional results. In this book, Dee Ann Turner tells the stories of the remarkable culture built by Chick-fil-A and reminds us of the fundamental elements that we must embrace to build a similar culture in our organizations. Bet on Talent will inspire you to pursue your mission with renewed passion and will encourage you to build your own version of a remarkable culture.”
April Anthony , CEO of Encompass Health—Home Health & Hospice
“There are few safe bets in life. One of the safest ones you could place is to read Dee Ann Turner’s Bet on Talent . Every organization says it is critical to hire and truly develop top talent, and yet very few actually do it. Dee Ann is highly qualified to speak as an expert in this area, and I believe she is addressing one of the most important topics in today’s complex business environment. As important as technology, process, marketing, finance, and strategy are to business today, none of these matter without the development of the right people in the right way to do the right things at the right time. Dee Ann clearly and succinctly communicates on both the importance and process of developing the talent that will take your organization to the next level. And you can bet on that!”
Ray Hilbert , cofounder of Truth At Work and international bestselling author
“ Bet on Talent reveals that culture starts with YOU. Dee Ann Turner’s expertise is revealed with every turn of the page—both inspiring and instilling the wisdom you need to take your area of influence to the next level. She writes not simply from ideology but reality, and that’s what makes every page promising and practical. We all need healthy and captivating cultures that draw people in and intentionally send them out. Whether you’re in ministry or the marketplace, this book is foundational for shaping a legacy that lives beyond you.”
Dave Stone , pastor of Southeast Christian, Louisville, KY
“We should never forget we are all in the people business. Regardless of what we make, sell, or service, our people make it all happen. Understanding how to best serve those we lead with dignity, honor, and respect should be the highest calling of every leader. Dee Ann brilliantly presents a well-honed guide to systematically unlock the remarkable potential that resides within each of us. Timeless wisdom flows from every page through powerful stories and practical advice gleaned from a transformative career with Chick-fil-A. If you spend time with people, you will want to spend time in this book.”
Tony Bridwell , bestselling author of The Maker Series
Title Page
Copyright Page
© 2019 by Dee Ann Turner
Published by Baker Books
a division of Baker Publishing Group
PO Box 6287, Grand Rapids, MI 49516-6287
www.bakerbooks.com
Ebook edition created 2019
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—for example, electronic, photocopy, recording—without the prior written permission of the publisher. The only exception is brief quotations in printed reviews.
Library of Congress Cataloging-in-Publication Data is on file at the Library of Congress, Washington, DC.
ISBN 978-1-4934-1928-9
Scripture quotations are from the Holy Bible, New International Version®. NIV®. Copyright © 1973, 1978, 1984, 2011 by Biblica, Inc.™ Used by permission of Zondervan. All rights reserved worldwide. www.zondervan.com. The “NIV” and “New International Version” are trademarks registered in the United States Patent and Trademark Office by Biblica, Inc.™
Chick-fil-A, Chick-fil-A Peach Bowl, First 100, Icedream, Original Chicken Sandwich, and SERVE Model are registered trademarks of CFA Properties, Inc.
Lifeshape is a registered trademark of Lifeshape, Inc.
Raving Fans® is a registered trademark of The Ken Blanchard Companies and Ode to Joy, Ltd., and is used herein by permission and license.
Some names and details of people and situations described in this book have been changed or presented in composite form in order to ensure the privacy of the individuals involved.
The Proprietor is represented by Alive Literary Agency, 7680 Goddard Street, Suite 200, Colorado Springs, CO 80920, www.aliveliterary.com.
Dedication
To Jimmy Collins I am so grateful that many years ago, you bet on me.
To my precious family— Ashley, Trenton, Trevor, and Trey— who have lived the story with me and have loved and encouraged me always. I am so very grateful for the blessing and gift of each of you.
Contents
Cover 1
Endorsements 2
Title Page 5
Copyright Page 6
Dedication 7
Foreword by Patrick Lencioni 11
Acknowledgments 13
Introduction 17
1. The Essence of a Remarkable Culture 23
2. The Elements of a Remarkable Culture 39
3. Building a Team That Creates a Remarkable Culture 71
4. Growing a Remarkable Culture among Your Team 125
5. Engaging Guests in a Remarkable Culture 169
Conclusion: Leveraging Culture and Talent to Create Enduring Impact 199
Epilogue 207
Notes 213
Back Ads 219
Cover Flaps 221
Back Cover 222
Foreword
C orporate culture is not what many people think it is. It isn’t about perks. It isn’t about dress codes or furniture. And it certainly isn’t about bringing your pets to work. Like everything else in business, it’s about people and the way they behave in the course of doing their work.
Dee Ann Turner understands this deeply and writes about it in a way that goes beyond mere academic theory. She vividly describes in practical detail her experience at Chick-fil-A, one of the most culturally intentional companies in the history of American business, outlining how a group of ordinary people built an extraordinary culture.
Dee Ann makes the case that any cultural effort revolves first around hiring, using great di