By Nicholas Lawrence
Executive Director of People & Culture — Chick-fil-A Local Franchise, Indianapolis
At Chick-fil-A, we’re not just looking for people to fill a shift. We’re looking for growth-minded individuals who want to provide remarkable service. For us, the chicken sandwich is just the beginning. Our mission is to Wholeheartedly Influence Others to Climb Their Mountains, and the restaurant is where that journey begins. It’s where we equip and encourage people to become mountain climbers, resilient, courageous and purpose-driven.
So how does Chick-fil-A do it? Eleven years in a row ranked number one in customer satisfaction. The highest sales volume per unit in the industry, all with one less business day per week. The answer isn’t just in systems or strategy. It’s in our people. Talented leaders who pour into their teams. Team members who show up with heart. And loyal guests who trust us with their time and meals. Beyond the how, we’ve gotten really clear on our why. We believe “my pleasure” isn’t just a catchphrase. It’s a moral obligation. It’s the lens through which we serve and the standard we hold ourselves to every day.
In some ways, people are like plants. They tend to flourish when the sunlight, soil and water are just right. We work hard to create a rich growing environment, one where team members can root themselves, grow and thrive. That includes offering second chances to individuals who may not have had the ideal conditions in the past. That means intentionally hiring people from diverse backgrounds and all walks of life, including those who may not have had a traditional path to employment. Our founder, Truett Cathy, believed in seeing people for who they could become, not just who they were, and we try to carry that same spirit forward.
Hiring with that lens isn’t a special initiative or side project. It’s part of our culture. And if we’re honest, we could all use a second chance at some point in life.
Nicholas Lawrence is the Founder of Lawrence Leadership, a coaching firm specializing in leadership development and culture transformation. He also serves as the Executive Director of People & Culture for one of the largest Chick-fil-A franchise groups in the country, based in Indianapolis. With over 16 years of leadership experience, including roles at Macy’s, Target and Chick-fil-A, Nicholas brings a seasoned perspective to every engagement.
His work focuses on matters of the heart, helping leaders grow in emotional intelligence, live with purpose and navigate the hard but necessary conversations that drive meaningful change. His approach is practical and actionable, grounded in the belief that “My Pleasure” isn’t just a catchphrase, but a moral obligation.