Bill Gallagher argues that leaders should hire people better than them and focus on strategy and culture instead of tactics. Building emotional connections with customers, like Chick-fil-A does, creates brand loyalty that doesn't depend on discounts.
And so I took the very same approach with the leadership that I attracted into the marketing and the brand group. I want to hire people that are better at what they do than if I was trying to do it myself, because I don't. At the end of the day, I don't want to do everything myself. I want to focus on things that only I can focus on. So, for true, his primary focus was cultural stuff. My primary focus was the overall macro strategy, how we're going to build this brand in a way that allows operators, quite frankly, to make a lot of money and not. Not chase transactions, but build relationships and emotional connections in the marketplace so people fall in love with the Chick Fil, a brand that was my focus.
