REWIND: Serving Truth and Love at Chick-fil-A featuring Michael Harding

Let’s revisit a powerful conversation on the Culture From the Heart Podcast with hosts Larry Levine and Darrell Amy, featuring Michael Harding, an owner-operator at Chick-fil-A. In this rewind episode, Michael shares the transformative power of heart-centered leadership, including his “51/49” philosophy of out-serving his team and why he encourages employees to bring their full selves—emotions and all—to work. From intentional onboarding touchpoints and personalized dinners to his wife’s famous homemade birthday desserts, this conversation highlights how consistent acts of love drive high engagement and guest satisfaction. It’s a masterclass in building a culture where people feel truly seen, valued, and empowered to excel.

KEY TAKEAWAYS

• Culture is defined by what you repeatedly do to intentionally love and support the people around you.
• The "Cared for people, care for people" principle shows that employee engagement directly correlates with guest satisfaction.
• Hiring "Grade A" talent is worth the wait; it is better to run short-staffed than to compromise on cultural fit.
• Methodical onboarding is essential, using intentional touchpoints over the first year to eliminate chaos and build trust.
• Leaders should leverage unique personal skills—from baking to writing notes—to show genuine, personalized appreciation.
• Authentic leadership supports the "whole person," including their lives, challenges, and celebrations outside the workplace.

QUOTES

• “Culture for the heart is how are we intentionally and consistently loving on the people around us.”
• “We are not in the chicken business. We're in the people business.”
• “Cared for people, care for people.”
• “Our team members will never treat their guests better than they are treated.”
• “If you can love on your people... they will actually run through a brick wall.”
• “The more you know about your people, the more you grow with your people.”

Learn more about Darrell and Larry. Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/ Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/

Connect and learn more from Michael Harding. https://www.linkedin.com/in/michelharding/

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