I'm going on a Hiatus

I'm taking a break from blogging until October 1st, 2015.

I need to get some things straightened out with my domain so I can own and control both my website and blog. Blogger and blogspot.com don't have enough control built in.

I'll also be working on some side projects during this time that I have neglected.

If you need to contact me for any reason I'm available by email at austin.w.watts@gmail.com

I don't say it often enough, but thank you for reading. One of the best feelings in the world is to hear that you have read what I wrote, told me about it, and then shared it with a friend.

Thank you. I'll see you in October!

Pareto Rule

A long time ago I listen to Jim Rohn coach me through his "Challenge to Succeed" CD. Inside one of his teachings he uncovered something for me that I knew in my mind worked, but had not yet applied. Jim showed me the power of a seminar in a sentence. I have a few that I have held onto over the years.

He said, "Look for the few things that make the most difference and then spend most of your time doing those things. If you know a thousand things for your health, you can't do a thousand. You can only do a few. So that's why you should eat an apple a day! You don't say 'In nine days I'll eat ten apples,' NO, that won't work, it's an apple a DAY that keeps the doctor away."

He said that the best kept secret of the rich is time management. He observed that both poor people and rich people had about 24 hours a day. What startling discovery he made for me! Both have equal time and yield different results.

Yesterday I reaffirmed that I love two things: my family and the outdoors.

Now how to I translate that into a wise investment of time?

If the greatest feelings I have derive from time spent in God's creation and with my family, how do I spend more time doing the things that bring me the greatest satisfaction?

Two simple things will have to be true if I am to make that a reality; my calendar and wallet have to reflect my decision. 

If I want more time, memories and love to come my way then I need to rip a page out of Jim Rohn's guide: focus on the few things that make the most difference.

This can be applied to any subject and with anybody. What few things make the most difference in your life? Leave a comment below so I can see what resonates with you!

What are my ears for?

This lesson has been the most challenging to write about so far this year. In part because simple issues in our restaurant are solved by watching a video and taking a five question test. As we develop our problems become less about what to do and more about how to do them. I'm in the middle of several things at the same time (including the solution) and I want my readers and leaders that I know to learn from my mistakes and watch what I'm doing so they can decide for themselves. Should I do what he suggest? Or should I go a different route?

I have a hearing loss that I've had from birth. From those who know me well, when my hearing aids aren't in, the struggle's real. It's hard to communicate when someone can't or won't hear what you're saying. My high school football coach was notorious for this phrase, "Two people I don't want on my team, those who can't and those who won't." I hope that at the end of reading this you can think differently about the way you listen. 

Recently my team ask me to do something for them that involved speaking to another team member on behalf of the team. As that was decided I shifted uncomfortably in my chair as I thought to myself, 'This isn't going to be fun." My team was expecting me to pull a proverbial hare out of a hat and I could feel the pressure mounting. I knew if I wanted the meeting to be successful it was imperative that I prepare adequately before beginning. I gathered information from multiple sources prior to having this crucial conversation. I've written about crucial conversations here. There's several lessons learned along the way and I wanted to share them with you, but first let's look at the root of the problem:

We have performance issues that stem from a lack of encouragement and engagement. 

As I read those words I think about how hard my team and I strive to make those things nonexistent. It's a challenge that I'm personally walking thru and I know my team spends time thinking about. How do I know this is the case? Take a look at the list of questions and statements below and see if you have asked or said a version of these as some point in your leadership journey. 

"Why is he acting like that?"

"Why does she always do that?"

"What are they thinking?" 

"I've tried to discuss it with them before, but they just shut down."

"Jabo Greezy is doing it again, do they not know how to do it the right way?"

"Shag McNasty just got back from training, how could he still be bad at it?"

I think the message is becoming more and more clear. A lack of engagement and encouragement can mean disastrous things for you and your business. For you and your family, your goals, and your future. 

As I sat down to talk with one of our team members I knew that I had to do one thing really well: Listen. 

Listen to what's being said. Listen to what's not being said. Listen to what the body language tells you. Listen to what the body language doesn't tell you. Inflection. Tone. Intonation. Posture. Pauses in conversation. Eye movement. A collective assessment of these factors can lead to a wise conclusion.  

I did what I just described to you over the course of about 45 minutes with a one on one with a team member. The results were like I said,

The performance issues were based on a lack of encouragement and engagement. 

If you find yourself at a cross road of poor results and strained relationships, start by listening well and making deposits into your team's emotional bank account with encouragement. 

Do y'all have repeat customers?

Spirit Night for Hudson High VB Team

I got asked this question by a BBQ chain employee one night and I laughed! Of course we have repeat customers! How do you think we stay in business? Pictured above are some of the neatest, most inquisitive people in Hudson, FL-the 2014 women's volleyball squad for Hudson High School. @ODimonda @bccrabbi @TheStJones25

I went to search for a picture in my computer that would help me illustrate my point. It took me about 60 seconds before I found this photo among my personal pictures. Our guest are our friends. 

At Chick-fil-A, we love our guest. We appreciate how often they come and what they do when they are there. For us, it's reciprocal. We share with them, they share with us. The special connections come when we connect outside the restaurant. If your Pat Jones or Steven Jones, you get it. If not, come see me at Chick-fil-A at Atlanta Highway and I'll show you what I mean!

After a couple of conversations yesterday a wave of philosophy came over me and I wanted to pass it along. 

The multiplier effect helps us see that one guest treated well becomes the lifeblood to our business. 

If a guest spends $8 four times a month, 12 months a year, and eats with us for 30 years (all things staying in Athens constant) they will be worth $11,520.

I still have to remind myself of that fact. So how important is it to smile when someone walks in? That's a $11,000 smile! 

What daily deposit can you add to your clientele to make them want to come back and spend their money with you? Would love to hear what you had to say about it. The comments section below is primed and ready!

The folks from church

I got invited to lunch Sunday after church. Of course I accepted, because who doesn't want grandparent figures in their life to pick up the lunch tab?

As we get to chatting about life we get on the topic of Customer Service. They began to explain to me how a recent purchase went.

Jabo Greezy orders a whatchamacallit from a retail outlet online. He changed the name to his wife-Yellow Belly Sap Sucker, so that upon revealing her identity the whatchamacallit would be brought to the counter and given to her instead of him. She was going to be by the outlet and she was just going to pick it up for him.

Well, as Murphy's Law would have it, low and behold, the wrong name exist on the order form. Jabo Greezy's name is on the form and Yellow Belly Sap Sucker is there to retrieve it for him. Little Miss Priss behind the counter informs Yellow Belly Sap Sucker that she cannot give away a whatchamacallit to someone who isn't on the form. Of course she gets on the phone with her husband and explains to him the situation and he isn't happy. He has his name on the order form and she's in person to pick it up. Policy states-I must give whatchamacallit to said person or fraud might occur.

After some tense words and reconciliation by what appears to be a manager of some sort, the whatchamacallit is in hand and out the door the happy go lucky couple go.

At the end of the story, Jabo Greezy pauses and brings the main point to light in a few simple words, "You know what? She wasn't listening to me!"

Without trying to teach me, I learned something at lunch today.

Wind up not listening, and your business may not make it. 

Two ears. One mouth. Let's pay attention.

The trowel and the sword

For my Lesson Learned from Chick-fil-A toady I want to take a trip to the Old Testament, to the book of Nehemiah.

The book of Nehemiah tells a beautiful story.

Nehemiah finds out that his hometown sits in ruin. He is distressed enough that it affects his work. He isn't just any day laborer. He serves the King his drinks. And the King sees that he is distressed and finds out what troubles him. After hearing the story the King sends Nehemiah with materials and his blessing to repair the walls of Jerusalem.

As Nehemiah begins to repair the wall the domino effect comes into play. One man repairs his house and the portion of the wall near his house, and then the next man does the same. In time, the entire group of men and their families make repairs until the wall is rebuilt up to half it's former height-an incredible feat!

The crux of the story in my opinion is where the laborers have two utensils, one in each hand. They heard a battle was coming, but they knew they needed to keep repairing the wall.

Nehemiah 4:17 (NKJV) "Those who built on the wall, and those who carried burdens, loaded themselves so that with one hand they worked at construction, and with the other held a weapon." 

That's a powerful story.

Think about what this story tells us in one simple phrase. It tell us BUILD OUR FUTURE and at the same time PROTECT WHAT YOU ALREADY HAVE.

Two stories. Two tools. One goal: improvement.

We've got to become good at both defending and building. Defend against the enemy-self doubt, corruption, greed, lust, envy, hate, and fear. Build for prosperity-health, wealth, happiness, self-satisfaction, abundance, joy, and pleasurable activities.

I think about the people we have on our team and what helps and hurts them the most.

More importantly, as I lead I think about what helps and hinders me.

I need to analyze what is helping and what is hurting me. Like the leader Nehemiah, I've got to be prepared to use both sword and trowel at a moments notice.

What does this look like in real time? How does this play out in real life? I live in the large college town of Athens, GA where two sets of people exist: both the productive student and the slacker. Here are some examples of what we should be watching for:

Negative:

• People who laugh at our ideas
• People who try to take our time with frivolous pursuits
• People who encourage us to have another cookie
• People who ask us to stay up and late and waste time involving a number of activities 
• People who criticize 

Positive

• People who encourage us to complete the ideas we have
• People who invite us to participate in worth-while and productive activities
• Friends who invite us to exercise or spend time outdoors
• People who tell us that they need to go to bed and that we need to leave and go home so they can get some rest before the next day
• People who inquire

If we had a short blank to the right of each statement I'm sure we can name someone that would fit well. This isn't my point. My aim is to warn you of both. Be aware of both positive and negative influences and like Nehemiah live with both the sword and the trowel in your hands. 

When the tide turns

As I watched the tide turn in the USAvGermany Women's World Cup match I could feel a deep sense of relief run through my fellow countryman. 

We want to win. 

We expect to win. 

But we have, as spectators no impact on the match. 

We still know and feel in our hearts that from goal one to goal two to final whistle, that the tide is turning. 

We saw it in the players faces and we marvel that they changed disposition so quickly. From the grimace of a PK against them to the relief of "wide left". We watched the tide turn. 

Today at work we hit several highs. Got an award, got a compliment on social media, got an atta-boy from another Operator, and we got recognized for our efforts. 

We leave work knowing that the tide has turned. What will tomorrow bring? What will we learn? Who might we meet? What new emotion could we learn from? What type of impact are we leaving behind? What's going to be our eulogy?

Even with a US victory and gains within a small business; every great leader ask, what's next?

Gas Pedal

I'm trying to scratch my brain and think about what I learned this week at Chick-fil-A. It didn't take long for me to come up with a topic. As I left Saturday afternoon I saw several things that I'm sure you can relate to.

• Tired faces
• Dirty Equipment
• Weaken spirits from belligerent guest
• Lower than usual morale
• People still putting in work

That last one is where I want to focus. 

I've been impressed by the resiliency of my own team. I've seen people work the "tougher shifts" with smile on their faces because that's what the situation calls for. 

I think about my own time at Chick-fil-A when it was especially hard-just graduated from college and was put in a kitchen for three months with older people who didn't really seem to embrace the culture I had seen elsewhere. Heaven help me it took four weeks for me to figure out which way the henny penny handles went when cleaning and pumping the oil back up. I often wonder why my Operator put me there. I found my answer when our business needed an extra set of hands and I was able to help. It was a tough time in my life and I had to get used to working with that team. 

As we grow tired and weary I take heart from a few sources of inspiration. 

• The book of Proverbs. The wisest man to ever walk our planet looks to the smallest creature for guidance. In Proverbs chapter six it refers to the ant as the way a worker should be. "Go to the ant, you sluggard; consider its ways and be wise! It has to commander, no overseer or ruler, yet it stores its provisions in the summer and gathers its food at harvest." I think the point is, it doesn't matter who your boss is, there should be only one level of work-excellent. 
• Also from the Bible, the author Isaiah refers to another animal as a way to feel when we wait on our Maker. Isaiah 30:41 says, "but those who wait on the Lord shall renew their strength and will mount up with wings like eagles, they shall run and not be weary, they shall walk and not be faint." I think really hits home when you are tired, because as the Christian faith points out that the hope of Heaven trumps any worldly struggle. 
• Theordore Roosevelt "It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; who errs, who comes short again and again, because there is no effort without error and shortcoming; but who does actually strive to do the deeds; who knows great enthusiasms, the great devotions; who spends himself in a worthy cause; who at the best knows in the end the triumph of high achievement, and who at the worst, if he fails, at least fails while daring greatly, so that his place shall never be with those cold and timid souls who neither know victory nor defeat." We're going to get better, or we will die trying. 

When I think of my team, this is the type of attitude that we share. People who work hard not just for the money, but for the pleasure of improvement and self discipline. The glory of my restaurant will not be what sales we can produce, but will be how many people we help on their own road to greatness. 

So put your hand on the starter, and your foot on the gas! 

The high school story

It's hard to avoid thinking about high school when a girl you went to high school with is on TV playing soccer. #gonumber5

In addition to that I moderated a small panel who spoke about their academic life and the transition into their professional life once school ended.

A couple of pieces of background information:
I've never worked with UGA before, I've never been a moderator of any panel or led a live discussion, and I had never met anybody that I worked with before starting. We shook hands and then got to work.

Some takeaways from my first-time-feeling-event:

1. We are looking for answers.
Everybody in the classroom was a journey. We didn't quite know where they were going, but we knew a few things, and one of them being the search they were on.

2. We are looking for people with the answers.
I think what really floored me was that I used to be in their seat. I used to go to conferences and get contact information from people and follow up. I used to be the guy who would always ask, "If you have a some time, could I ask you some questions about what your journey's been like so far?" I'm still looking for people with answers.

3. We are looking for people with answers who are willing to help.
We know when we have met someone if they are going to help, or they are there for some personal gain. If you don't know what I'm talking about, tell me, how long did you wait before you skipped an ad on youtube? Or closed out a pop up ad?

The reason that in field training events are so popular is because the community that is created upon arrival and developed throughout the workshop. Makes me wonder about how to connect and lead the community of Chick-fil-A at large and the leaders within restaurants-ex: GM, HPLT, and Directors.

Have you have had a watershed moment when you knew that you had left one group and stepped into  a different group? I would love to hear about that process for you in the comments below.

Drip by Drip

Who remembers the aunt/uncle who squeezes your cheek as soon as they see you at Christmas and say one of three cliche things:

"I'm going to have to put bricks on your head to stop you from getting taller than me!"

(See Watts DFO; I was a tall kid)

I think it's interesting to be viewed as someone who has grown tremendously in a brief period of time. 

How does this work for our business? 

First-it's got to be an expectation. As a leader, if you haven't answered the call to grow, you'll soon be looking for work. If you don't expect to grow, it won't happen. 

Second-you've got to have the skills. Our upbringing. Our self education. Our willingness to take classes and be an understudy. We've got to develop skills in order to grow. The phrase "what got you here, won't get you there" applies to the second standard of growth. 

Resources- how many people in America have a library card? Answer: very few. Have you seen what a librarian can teach you? Research. Searching. Book clubs. Foreign languages. An entire group of people meet on a daily basis seeking to improve themselves. Human resources are all around. Sometimes they come in the form of an old friend, an ex-boy/girlfriend, a former teacher. We live in America, what else do you want by way of resources? Sure we have issues with some of it, but take a look at what the government doesn't prevent you from doing? Loving people, reading, writing, learning, taking classes, talking to people who care about the work you are doing. 

Lastly, consequences. When we look to grow we need to know what the consequences are going to be before we start. Negative: There's going to be some haters. John Maxwell says that if you're getting kicked in the rear, it means your out in front. People are going to be skeptical. When's the last time you trusted a stranger? That's what I thought. It's been a while. Positive: you're going to grow! You will meet new people who are on the same road to growth. You will create and cultivate relationships that can and will change your life. You get to feel better. I can't speak to the science behind new "feels", but I know one thing: it happens. Why do people watch stories on TV that make them gleeful with tears in their eyes? They like how it feels to see someone being helped. I'm a firm believer that our bank account changes when we grow. So keep you eye on that.

What we just walked through is the ESRC Model at Chick-fil-A. Expectations. Skills. Resources. Consequences. It's not über special. It's not rocket science. And it's easy to do. 

I think it's time to reevaluate how we are growing and why we are doing it. 

If you already are, you've got a friend in me. 

That moment when things change

I promised I would share the music video about frosted lemonade when it came out and here it is. We just surpassed a mark none of even thought we would when it comes to views. If you like it, I hope you share it. If not, that's ok too.

Not only have we made some professional gains today, but I hit some personal ones as well.

I met the others.

Chick-fil-A's home office is creating something that is social that connects us together. As a leader in this movement, I'm glad I'm not alone. It felt lonely for a while. I wanted to give up and give in to the lizard brain. But I didn't.

A wise man once said, if you search you will find. The reverse is also true, in order to find you must search.

I want to serve as a testament of someone who saw their ideas through to fruition. Sure Chick-fil-A's home office beat me to the punch, but who cares? I don't. I'm glad the work that needs to happen is getting done. We need real and instant connections with each other to help solve real problems in the restaurant, without fear of being in violation of the Operator agreement or cutting corners inside the restaurant.

Instead, we are creating a place for people within a massive corporation to connect with people in real time for results and solutions to their problems.

The home office isn't going to move as fast as I will. So, let's get to work helping each other.

If you know someone who needs connecting to this, tell them to find me on LinkedIn here.

It's time to decide

I got a text from a friend that said, "Hey, I need some advice."

After the conversation started I knew my friend was working for a boss that he disagreed with on multiple levels. 

After hearing him out I said the decision is simple: you can either stay or go. 

If you've never left a job before this can be turbulent times. My friend hasn't left high school and is very mature, so this is a big deal to him: what do I do? How do I decide? 

Countless thoughts run through your head: am I going to find a job that pays the same or more? How will this affect my relationships with my current coworkers? Will I be able to secure a letter of recommendation? Should I even ask for one? Will my conscience be clear? Is this the direction I want my life to go: swapping jobs when things aren't perfect? How can I solicit my Maker for guidance? Where will I have the most influence? If I decide to stay, how can I learn to work under someone I disagree with? 

I think what's hard about this is we can't see the future. So, we must invent it. Is leaving more profitable because of a more clear conscience? Or do I stick it out and pay the bills and obligations I've created for myself?

Most people I've met will move jobs multiple times throughout their professional lives. How to decide is where the challenge lies. Here's a couple of things to think about:

View your industry: is this the environment you want? Can you create the change you would like to see? 

Since my friend works for Chick-fil-A, one of the questions that has driven many Operators from within the company is: do you think you could do better? 

I guess that's the real challenge. Are you bold enough and patient enough to stay and make changes? Or do you not want to do that, turn in your two weeks' notice and be gone?

I don't know if I've really answered his burning questions but I do know how to exhaust at least some of the options. 

Good boss or bad boss: you can lead from anywhere. 

Crucial Conversations: A Book Review

I just finished reading Crucial Conversations: Tool for Talking When the Stakes are High by Patterson, Grenny, McMillan, and Switzler.

First off: when people say it's a great book, I think they mean it was a great book for me at that time. And such is the case here. I needed to hear what this book had to say. Two people who were close to my at the time of the reading of it said these things to my face:

"I've seen you change over the past three days just in how you talk to other people." -AP

"This is the first time I've heard you be completely transparent and vulnerable in a long time." RJ

This book caught my attention like a school kid getting jerked to a stop by a principal for running in the hall way. Boom. Immediately.

I was watching and listening to how people responded to me and I didn't like what I was seeing. I wasn't effective as communicating how I felt, I wasn't good at responding with a lack of emotion and a clear thinking cap on.

I basically was struggling to communicate.

This book as opened my eyes up to several ways to prevent those things. As I got to the end of the book my Chick-fil-A brain took over and my only question was, "Can I please have a print out of the major points so I can get back to work now!?"

Wouldn't ya know it? They put one in the back just for me! Page 214. I'm on my way to executing crucial conversations.

This book clearly explains how to maneuver crucial conversations: estate planning after the death of a loved one, a closed off teenage son/daughter, intimacy between spouses, and various business issues. I could not recommend this book high enough for those practicing the art of conversing.

Find it here.  Good luck.

 

The music industry

On Sunday at work we shot a music video. About frosted lemonade. After seeing a sneak peak of the video I'm even more excited that when this project began. 

I was sat watching the director, rapper, camera crew, extras, family friends, family members sit around our restaurant on a day when we are typically lights off and doors locked and a surreal thought came over me. 

It's less about me and more about we. 

There was no less than 45 people there that day helping in some capacity. Some were holding babies as they slept. Some held cameras as we recorded. Some pressed play, pause, and rewind on the song. Everyone had a part to play. 

It was really beautiful how seamless this production was handled. I'm thankful for an outside the box boss, good friends and the Rap Game in general. 

Without one, we didn't get the other. And without all of the pieces it wouldn't have happened. 

Sure this post will come out on Wednesday, but I think there is a message we need to grasp: it's less about me and more about we. 

"If you're on your second one today get your hands up!" 

Being Real

The 9 for IX came on ESPN2 Sunday before the USWNT step onto the field Monday night as they begin their quest for another World Cup title.

The documentary shows behind the scenes footage of one of the greatest soccer teams to grace the planet-The 1999 Women's World Cup Team. They were focused on being heroes to one another.

I heard something watching it a second time that I didn't quite hear the first time. Let me set the scene. The documentary covers the 1999 Women's World Cup. It's perspective is from the hands of a team member's video camera. One of the players documented everything they did from practice to post game locker room celebrations to half time pick me ups from their captain and their bus rides.

Then the documentary breaks out and there's the players in present day (14 years later) sitting on a field one afternoon talking about the days of old. They're reminiscent, jovial, serious and then light in their conversation.

Julie Foundy ask the question: "What do you remember about the team?"

One of the responses was "It was real community. And it was real closeness."

I got emotional because that's what I'm looking for. I think it's what we're all looking for. We want our businesses, family, and our circle of friends to have real closeness and community.

Some of us have even tasted it.

We've either been in a healthy business or we've been in a healthy relationship with our spouse. We've got people who can tell us who our best friends our because it's so evident. We've seen sports team that click on certain occasions and seem to transcend reality to accomplish something that was previously unattainable.

I think the reason we wait in long lines to see movies or we celebrate hero's and buy their books, or we enjoy a comic strip is because the characters get to play like we want to live. We want to be real people who connect with real people.

My emotion comes from a time where I had it for two weeks in a sport setting. If you played football for Georgia Southern University for Brain VanGorder and you started working out in the Spring of 2007, you know what I'm talking about. There's only about 100 people who can tell you what it was like. Because if you weren't in it, you didn't understand. But, and it's a big "but" if you were: it was real. It was intense and we were literally changing overnight both with our physique and mental toughness.

I can only share what I have. I have a certain set of experiences that have led me to share. Share what I'm passionate about: being real.

Thanks Team USA for being the girls next door and inspiring millions to be just like you when we grow up!

Be real.

"I'm not comfortable with that"

Chick-fil-A loves growth. We talk about how-to on a daily basis. Sales growth. Personal growth. Spiritual growth. Change in emotional intelligence. 

People who want to change and who want to grow seek counsel. They ask their friends for advice. They talk to their family before making big decisions. 

What I'm concerned with is how short sighted we've become at how uncomfortable it has to get in order to make the changes we are looking for. My Dad has been in the insurance business for a long time and I told him I knew some people who made it look easy and he chuckled. He laughs because that business isn't easy. And neither is the restaurant business. Truett has been recorded by saying if you asked me on the right day I would have given you the keys. 

The founder, telling us in an orientation video, he would give the business up because of how difficult it's become for him. 

I think we need to pause and say to ourselves, there's going to be discomfort. But after a while, it will get easier. 

And that's the hope we ought to hang on to. 

People Probs

The highest grossing Chick-fil-A restaurant has an Operator who was asked a lot of questions about himself and his business after he hit the 7 million dollar mark. One of the questions was "What are the major problems that you deal with on a daily basis?"

His answer surprised me: People problems.

He boiled everything he struggled with down to problems with people-either people were apart of the solution, or they weren't.

The three major parts to our business are sales, time, and material. If we have a problem with our food cost (material), where do we look?

• DRIP model
• Truck order
• organizing our restaurant
• tracking chicken
• refills
• paper cost
• overall cleanliness
• how we input waste
• food cost report

After we look at these items our next inclination is to look to the people who control those activities in our business. We talk to them, we ask them questions, we challenge them, we coach them. 

Communication is where the magic happens. Jabo Greezy says to Shag McNasty, "Hey man, why do you continue to drop my chicken nuggets on the floor? You know I can't serve those to guest?"

"When the why becomes powerful, the how becomes easy."

Convince enough people to be mindful of the "whys" and you could revolutionize your business. 

Find enough why's for yourself, and you could revolutionize your life. 

It takes a village

Every movie has credits. Hundreds of names quickly moved across a screen. There isn't a movie without them. 

They are for recognition. 

They are the reward. "Here, I built this."

They are a chance to showcase the team that built the film. 

At any point of your life you should be able to look back and say thank you. Just simply put, thank you. 

Our 16th President once said that every man is his superior in some way and from him he could learn. 

Hat tip to the Avengers 2 crew and cast. 

Teacher Posture

Language is crucial when training with Chick-fil-A. 

How may we serve you? versus Whatcha want?

I'm working at a unique concept this week: a Licensee Chick-fil-A at an airport. A food service company owns our Chick-fil-A and we are limited by our contract on many fronts. 

I overheard a gentleman tell another gentleman "You miss understood what I was telling you. I need this to happen," As he picked up a piece of fruit out of the bowl the team member was working on and tossed it in his mouth. 

I think I expect more experienced people to understand that when you are training, the reason someone doesn't do something correctly isn't their fault, it's the teacher's. 

I learn an important lesson today, posture yourself when teaching so that the student understands that mistakes are a communication error, not a personal error. 

*Individual results may vary. 

I got written up yesterday

I've had to say this phrase to my friends and family on more than one occasion in my career with Chick-fil-A. 

It's not an easy process for the recepient or the administrator. 

A couple of things to remember when writing someone up:

Address the behavior, not the person. People are good, some behaviors are unwarranted. When you address the behavior, it leaves the person focused what to change as opposed to "my boss has it out for me" type of attitude. 

Coach

Don't just write someone up for the sake of punishment. Take time to teach them the correct way. What's free training? Coaching! 

Encourage them that they have the ability to do what's required, but have been choosing not to. "A little leven leavens the whole lump." You won't know what sort of well spring of desire you might trigger if you do this correctly. 

I'm sure when implemented the painful process of addressing and correcting behavior through discipline can become easier. 

Time control

Does time control us? Or do we control the time? 

The most precious commodity we have is time. Ask someone who has lost a loved one who they cared about-what would you wish you could have again-there answer usually revolves around saying or doing something with that loved one. Another time/chance to speak to them. 

I heard it once said,"Wise people learn to get from the day." We're used to hearing "I gotta get through the day." What a change in perception. What a change in mind set. 

As I continue to grow in my role at Chick-fil-A, I learned one of the only things we control is time: our labor vs. sales. We can add people or take away people from the schedule at anytime. Now there's a good time and bad time to do both, but we are in complete control. 

I want to encourage you to think about the type of days you are having and see if you are like the wise and are learning from the day. 

You have 100% control of your schedule. If you gave away that control by making yourself available to work-that's your fault. But you have the power of choice. 

If you want some more, in the bible there's a chapter that talks about what you can do with time: Eccelesasties 3. 

Changes they are a'coming

I have been working hard at Chick-fil-A and have not been blogging like I should have been. I can see my mother now wagging her finger in my general direction...

Over the course of time this blog has helped me make connections, gain clarity and grow. What I want to use it for in the future is a place for leaders within Chick-fil-A restaurants to write, reply and talk about the systems and processes we have in place for our restaurants.

#continuousimprovement

We have been meeting informally across the country and swapping best practices. It takes a lot of time, money, and energy to plan a meeting that covers a whole city/market i.e. Tampa, FL (39 stores and about a 1.5 hour driving radius on average).

I want to take our conversations digital. Chick-fil-A and other companies are moving in such a way now and have been for some time.

Two things are going to happen to this blog:

1. I'm going to get clear about what I'm doing: posting content about Operations and best practices and the lessons I've learned along the way.

2. I took all of my subscribers from MailChimp and moved them to this blog. You will now all be receiving an confirmation email confirming your subscription to this blog. Please say "Yes" and continue with me on my professional journey!

It's hard for a beginner like myself to share with you how much your input and subscriptions mean to me. When you call, text, ask, respond, or otherwise mention my blog and it's contents-it thrills me to no end.

Thank you for reading.

Listening to others

One of the most powerful lessons I've learned as a leader at Chick-fil-A is the skill of listening.

I have been blessed with the ability to learn by listening, and this proves very challenging because I don't have perfect hearing. For those who know me, my nickname can sometimes be Austin "What did you say?" Watts.

Even though I have a hearing deficiency, most of what I do at work and how I respond is because I've learned to listen well. When a guest tells me they are cold, we change the temperature. When a team member complains about how hard a cleaning task is, I know that we have someone else in the restaurant encouraging them to clean. Listening well is a skill, if you are able to keep your ear close to the ground, then you can learn to see what's coming before it happens.

A wise man once said a cord of three strands is not quickly broken. Learn to listen, and if you are hearing similar things from multiple people, pay attention!

What's next

Steve Higgenbothom said "Excuses abound when determination is lacking."

I said, I need to share this thought with my readers. I have people outside and inside my work who have used excuses before. I've used them a time or two when I stopped looking for answers to my questions. 

Can you find the why behind Steve's statement? Why did you have an excuse in the first place? And did you quit or give up instead of looking for a new solution? 

A compliment bank

At our small business we created a physical space on a board for us to write compliments and thank yous on. 

It has been a unique shift in who is participating in conversations around the workplace. 

We are leaning toward the positive and away from everything else. 

How does your business say thank you to each other? Do you praise in public? 

Atta boy

I appreciate when I'm told that I'm doing well. 

Have you told someone on your team lately that you appreciate their efforts? 

I know it's a small thing, but thank you are two short words that can make major deposits in any relationship. 

Thank you for reading. I appreciate you as readers. 

Emotional

Frustrated.

Ready.

Angry.

Confused.

Inquisitive.

Controlling.

Helpful.

Hurtful.

Crucial.

Poised. 

Disappointed.

Dreaming.

Sick.

Thoughtful.

Reminiscent.

I haven't really been sure what to write lately. Partly because all of the emotions that I've felt in the past two week are listed above. Some may shy away from admitting most of those, but why? Who cares if people know you have some control issues? Or that you are sure what the next step is?

This blog is here for me to share some of the insights that I have learned while working at Chick-fil-A, yesterday I spent a solid 45 minutes listening to songs that I haven't heard in over 15 years. It's hard to find a subject that I have that much time invested in, but I've got one. We listen to music all day at our restaurant. Some of bring it into the kitchen, some of us listen to the music that plays on the speaker in the dining room, but we all listen to it, consciously or subconsciously. 

Music.

Music does things to people. "Makes them feel some type of way." It makes them emotional. In addition to the list above, most songwriters have a knack for taking that emotion and translating it into song, verse, and rhyme. 

It's a gift. When you see it, appreciate it. When you create it, call yourself an artist. 

If you are feeling like you need a lift, search for a song that was in your past and see if it doesn't light your fire or take you down a road you once traveled. The perspective could be life altering. Ok, maybe not that dramatic, but you could get a good laugh. 

This is hard to watch if you don't have a sense of humor. 

Little Miss Pageant

Over the weekend I was asked by my high school drama teacher to come back to school and present a check on behalf of Chick-fil-A to the recipient of a Pageant that our school puts on. Possibly one the coolest things I have done while rocking a Chick-fil-A tie.

During the event I saw things that looked like parallels in my business and I am going to try and make sense out of what I saw. But first, some background:

• I've never seen a pageant live
• I didn't know you won money for scholarships ($7,000+ in one night)
• I was by myself and really got a chance to absorb what I was seeing without distraction

First things first, all but one-won. Failure was ever present. Every girl who got dressed up that evening failed, minus one. And as soon as the winner was crowned, every girl who didn't win immediately ran up to her and gave her a hug. 

In order for you to embrace the same shock value I did, I have to ask, when have you hugged and congratulated a peer on a promotion that you attempted but didn't get? By immediately running up to them with affection?

From where I'm sitting, I've never done that. 

I was back in my high school and all of the memories that come with and my mind drifts back to the time I wanted to be the captain of my high school football team. Yep, didn't get that. And I know I never shook any of my buddy's hands with a congratulations behind it. 

The second thing I heard a lot of was appreciation. My friend who has put this pageant on for 14 straight years has given away over $50,000 in that time. Multiple girls came back just to say thank you because it's his last year. The winner said thank you a million times. The girl who passed her crown on from the previous year said thank you. The judges were thanked, the participants were thanks, the support staff was thanked, the high school students who put on the pageant were thanked. Appreciation ran deep.

The last thing that really left an impression on me was a girl's ability to recall facts and specific information. I used to play football and I studied Sport Management as my formal education. Sports' facts and tidbits are well known to have an industry of their own. I sat down and listened to a girl tell me about when she participated in the event herself and which place she came in. I'm listening to someone recall information from literally years prior like it happened yesterday. The only other place I've seen this is athletics and with guys I've been friends with. The same veracity I spent on sports, these girls spend on their pageant.

I was amazed at what happened this weekend, I never knew that my school had a hand in creating productive citizens who carry themselves with style, poise and grace.

Well done David. 

My favorite employee

I love to work. One of the reason's why I do, is that I might get a chance to help someone else with a goal, dream, or to-do list task that's important to them. 

One of our training videos is the S. Truett Cathy Story. In there Dan, Truett's oldest son says, "We tend to think that life is nothing but a series of wonderful decisions where we have this infinite wisdom and everything goes smoothy and flawlessly forward. but i would share with you that the truth of the matter is that there has been a lot of heartaches and disappointments and traumatic things that have taken place that have been real turning points for the business. Dad..." 

Even though his quote is burned in my memory I have often wondered why the home office left that in there. Of all of the great things we want to remember and know about the Cathy family, why is that there?

I think it's crucial to life. 

Nobody lives at the peaks. Nobody stays in the valleys. You are at times closer to one than the other I'm sure. 

I'm grateful that the leadership of my company says, "Hey, we know you are going to have rough patches. That's ok. We do too."

My favorite employee is the one who can handle the adversity with poise and grace. Smile when failure looks down on them. 

I want to enforce that it's ok to have a bad day, but when you spend more time on the problem than on the solution, beware. 

Focus on what your solutions are and the timeline associated with getting there, not the fact that the last three things you tried failed. 

I almost failed college English

I used to think I couldn't write.

I used to be a struggling student.

I used to be a subpar athlete.

Start. Stop. Continue.

I'm going to take a minute this week and look at the things I did and see which ones I should stop, continue, or an activity that I should start.

I have written.

I know have a personal library.

I am now on two different athletic teams.

Whatever it is that you need to do, do it. Make a change. Try something. Fail forward.

This post brought to you in part by Eric Thomas.