Dee Ann Turner began her career at Chick-fil-A, Inc. more than thirty years ago. In 2001, she became Chick-fil-A's first female officervice president, talentresponsible for franchisee selection, talent acquisition, talent management, HR operations, diversity and inclusion, culture and engagement, and learning and development. She retired in 2018 after thirty-three years of service. She has shared her expertise as a speaker at venues such as the Coca-Cola Company, Propel Leadership Conference with John Maxwell and Christine Caine, Right Now Media, and the US Air Force Academy's National Leadership and Character Symposium, among others. Turner lives in Atlanta, Georgia.
|Publisher:||Baker Publishing Group|
|Product dimensions:||5.40(w) x 8.60(h) x 0.90(d)|
About the Author
Dee Ann Turner began her career at Chick-fil-A, Inc. more than 30 years ago. In 2001, she became Chick-fil-A's first female officervice president, talentresponsible for franchisee selection, talent acquisition, talent management, HR operations, diversity and inclusion, culture and engagement, and learning and development. She has shared her expertise as a speaker at venues such as the Coca-Cola Company, Propel Leadership Conference with John Maxwell and Christine Caine, Right Now Media, and the US Air Force Academy's National Leadership and Character Symposium, among others. Turner lives in Peachtree City, Georgia.
Table of Contents
Foreword Patrick Lencioni 11
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
Most Helpful Customer Reviews
Bet on Talent is a must read for anyone in a leadership role. If you own a small business, manage a team or run a major corporation this book will be an invaluable guide to building a remarkable culture. Through real life stories you will learn how Dee Ann Turner was instrumental in building Chick-fil-A into the amazing organization it is today.
Bet on Talent is a "must read" for anyone looking at creating, growing and strengthening a remarkable culture. Using relevant and engaging stories, Dee Ann Turner shares wisdom and insights she has gained from her 30 plus years at Chick-fil-A. Dee Ann stresses the importance of selecting trustworthy people based on their character, competency and chemistry because of the influence they can have on an entire organization. She writes that "because people decisions are the most important decisions a leader makes, they can be game changers for the culture and organization." She shares the value of creating an environment where people are treated with honor, dignity and respect. That's the essence of what we all desire and it's clear that that Chick-fil-A has made this as a part of their DNA as they have built one of the most loyal customer bases around. I feel that I have been personally mentored by Dee Ann through this book and her blogs and have already read Bet on Talent twice in order to instill these principles in my own life as well as in the lives of my colleagues.
I thoroughly enjoyed Dee Ann Turner’s Book, Bet on Talent. I loved the intertwining of real life stories from her experiences at Chick-Fil-A and also those shared through the operators of many Chick-Fil-A locations. I loved the lay out of the book. It helped me to look at these concepts in a way that I can apply them even to my solopreneur business. As an executive coach, I love creating raving fans and Dee Ann helped me to see continued ways I can do this as my business grows. What was so exciting to me, was how leaning into your own personal authenticity was actually the magic sauce for remarkable culture. Story after story of operators putting their own personal spin on ways to love on and their customers and offer ‘going the 2nd mile’ service gave me so many ideas on how I can apply this to my coaching practice. I cannot wait to share this with the CEO clients, friends and colleagues that are building businesses like I am and crave to create Remarkable Cultures. I loved Dee Ann’s quote: “A calling is not something you do; it’s something you fulfill.” As our careers develop as our businesses transform, it may look different but in each circumstance we ALWAYS have an opportunity to serve our calling by serving those we lead and those we call our customers. I look forward to applying much of the book in creating raving fans and a valuable coaching business to my clients. Thank you Dee Ann for taking time to thoughtfully bring this to us in a book so that we can apply it in our lives!!!
Bet on Talent: How to Create a Remarkable Culture That Wins The Hearts of Customers is an inspirational business book by Dee Ann Turner. The book emphasizes that our businesses should focus on people rather than products or locations. The book delves into what it means to have a “remarkable culture” in your company. We learn about the essence and elements of a remarkable culture, how to build a team that creates a remarkable culture, how to grow a remarkable culture among your team, and how to engage guests in a remarkable culture. One of my favorite chapters was “Building a Team That Creates a Remarkable Culture,” especially the part that talked about continuing to invest in the growth of seasoned leaders. I also really enjoyed the section that talked about cultivating commitment, in the chapter, “Growing a Remarkable Culture Among Your Team.” I liked reading the stories that Turner shared about her own business experiences as well as the experiences of others; the stories serve as important lessons for people wanting to create a remarkable culture in their own workplace. I received this book for review.
We all notice and appreciate exceptional customer service. As the owner of a restaurant, I fully understand how extremely hard it is to have every employee deliver the exact same level of service, to every guest, every day, in every single transaction. Heck, even owners can be have a bad day. But somehow Chick-fil-A has long been able to deliver, so I sought to learn from them. I have read several books about Chick-fil-A over the years, as well as many other books about customer service and company culture. So I was excited to get an advance copy of this title. I find this book to be one of the best, largely due to its practicality and readability. Dee Ann uses engaging stories and dialogue to share the road map used by Chick-fil-A to build the talent and culture we all love, and she gives us practical tips on how we can do the same in our own businesses. This is not a 'look at us, aren't we great' type of book; it is a 'let me help you do the same' style of book. I love it, and we are already using it to better our company.
I have often said that there is no organizational culture that I respect more than that of Chick Fil-A. Over her thirty years at Chick Fil-A, Dee Ann Turner had a lot to do with their remarkable culture. In this helpful book, Turner shares both principles and stories. She shares the principles she learned, practiced, and taught about creating and growing a remarkable culture and selecting and developing extraordinary talent in her role as vice president of human resources and later vice president of Talent at Chick-fil-A. She shares stories about how people working in remarkable cultures can build brand loyalty by providing remarkable customer experiences, and gives you practical steps to follow to grow a remarkable culture in your organization. Turner writes that because people decisions are the most important decisions a leader makes, they can be game changers for the culture and the organization. If you want to transform a culture or increase the competitive advantage, you should bet on talent. She compares remarkable cultures with toxic cultures. Remarkable cultures go above and beyond the requirements of consistently perfect products. The delivery of those products and services is what distinguishes a culture as remarkable. Toxic cultures on the other hand, are known for poor service and poor performance. Organizations with remarkable cultures are led by effective leaders. Those with toxic cultures are managed by bad bosses. Culture is most healthy when there is a balance between rules and principles. The author discusses the importance of integrity, which is doing what you say you will do, when you say you will do it, and how you say you will do it. Integrity is doing what is right even when it is hard. Leaders with integrity strive to fulfill purpose and mission. Turner shares steps on selecting the right talent, focusing on character, competency and chemistry. Once selected, effective on-boarding sets them up for success starting day one. Once you select talent, you want to retain, or better yet, sustain your talent. Sustained talent is engaged and is a competitive advantage. I appreciated the section on the book on providing feedback. Turner writes that the kindest thing you can do for someone is tell the truth. This is especially true when providing feedback. While organizations tend to focus on their emerging talent, Turner tells us that organizations that invest both in emerging leadership and seasoned leadership will clearly create the most competitive workforce to win in the marketplace. Two of my favorite sections of the book were on calling and servant leadership. She tells us that our calling is the purpose to which we devote ourselves for a lifetime. A calling is not something you do, but it is something you fulfill. She writes that Jesus set the ultimate example of servant leadership. Jesus taught that whoever desires to become great must first become a servant. Servant leadership means putting others before yourself. A commitment to servant leadership permeates a remarkable culture. I thoroughly enjoyed this helpful book about creating a remarkable organizational culture. You can use the principles, which are brought to life with inspiring stories, to transform the culture in your organization.