Being in malls, we were able to pass out samples of our products right outside the front door there. People would taste it, and some of them would come right on in and others would come back into the shop to get a Chick-fil-A. So we had some planning to do and promoting the Chick-fil-A product to let people know what it is.
I think today most everybody recognizes that Chick-fil-A is a boneless, skinless breast of chicken served on a hot, toasted butter bun. It's been a very profitable item, and it's very easy for carryout items. Chick-fil-A is acceptable warm, and some people even like the chicken cold. It's been to our advantage as a carryout food, unlike a cold hot dog or a cold hamburger, which is not fit to eat after a period of time.
In the book you talk a lot about young people, especially teenagers. How do you think young people today are changing the restaurant industry, and what will their impact be?
Two-thirds of our operators grew up in Chick-fil-A. They worked for us in high school and college. They see the enjoyment. We practice having fun. I see no reason why you can't have fun and get the job done at the same time. A lot of excitement goes around Chick-fil-A, and most of these—80 percent of them—are young people that work in there.… I am highly motivated by the performance of young people.
What do you think young people need to learn as they move up through the ranks in the restaurant industry?
No. 1, we teach them to be kind to customers. The golden rule: Do unto others as you would have them do unto you.
They need to be able to work together, work under people, work over people. We look at the leadership, but first of all, if you're going to be a leader, you've got to be a good servant. You've got to create some good work habits. It's an art, training people and observing people. You not only train them but also encourage them.
Any additional thoughts?
It's no easy road to success. You have to sacrifice yourself. And I encourage people to start very early in life. You can't wait until you're 50 or 60 or 75 to start making good decisions about your future. You've got to start very early.
…You hear about a business failing or a business succeeding, but it's people that make the difference.