Chick-fil-A owner addresses Leaders EDGE

Have you ever walked into a Chick-fil-A and wondered how the company consistently inspires its employees to provide such friendly and exceptional customer service? Or perhaps wondered how they get teenagers to say, “My pleasure,” after nearly every transaction?

According to Jeff Hoffman, a Chick-fil-A entrepreneur from Fort Wayne, the answer goes far beyond chicken sandwiches. It starts with building great teams and creating a culture centered on service.

Hoffman was the featured speaker at a Leaders EDGE gathering hosted by the Huntington County Chamber of Commerce this morning at Parkview Huntington Hospital. More than 25 area business professionals attended the event.

Hoffman’s presentation, “How to Put the SERVE Back into Customer SERVICE,” focused on the importance of exceptional service, personal connections and creating meaningful experiences for customers.

Hoffman has built the Chick-fil-A brand in Fort Wayne into a remarkable success story. Under his leadership, city-wide sales grew from approximately $2 million to $35 million, while the number of Chick-fil-A restaurants expanded from two locations to four.

His accomplishments have also earned him Chick-fil-A’s prestigious Symbol of Success Award three times, in 2012, 2021 and 2023.

During his presentation, Hoffman emphasized that one of the most effective ways for a business to differentiate itself from its competition is through service and personal connection. While competitors may offer the same or similar products, exceptional customer service can become the defining factor that sets one business apart.

“Above and beyond” service creates experiences that customers remember – and, more importantly, experiences they are likely to share with others.

Hoffman encouraged business leaders to focus on creating interactions rather than transactions. When customers feel valued, welcomed and genuinely appreciated, they are more likely to develop a lasting connection with a business and become advocates for the brand.

The presentation provided Leaders EDGE participants with practical insight into building strong teams, developing a service-oriented culture and creating customer experiences that go beyond expectations.

The Huntington County Chamber of Commerce’s Leaders EDGE program brings area business and community leaders together for opportunities to learn, grow professionally and gain valuable insights from successful leaders and subject matter experts. If you would like more information on the Leaders EDGE group, email skimmel@huntington-chamber.com.