071: Customer Experience, Culture and Scaling with Chicken Salad Chick's Scott Deviney
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Summary:
Welcome to Episode 71 of The Executive Minds Podcast. On this episode, Kevin talks with Chicken Salad Chick CEO Scott Deviney. Chicken Salad Chick has grown remarkably under Scott’s leadership, and today he’s sharing his wisdom on culture, customer experience, scaling franchise locations and more. We hope you find Scott’s advice as fascinating and inspiring as we did.
Links + Resources:
The Advantage by Patrick Lencioni
Elevator Pitch | Minimum words, Maximum results
Free Personal Brand Assessment
Three Takeaways:
1. It’s not just about the product, it’s about the people and experience.
Your product is important, but your product alone won’t keep you in business if your customers have a bad experience. Chicken Salad Chick isn’t successful just because they make great chicken salad (though, they do!). It’s also because they provide fresh food in a clean space with friendly and helpful team members.
2. Business mentors will show up at the right time.
One of most-asked questions we get at Executive Minds is: How do I find a mentor? Mentors are incredibly important on the entrepreneur’s (lonely) journey. Scott’s advice is to stop stressing about when and how. Instead, focus on building genuine relationships with other business owners, entrepreneurs and members of your community. One day you’ll look up and realize you have several mentors in your corner.
3. Sales and growth don’t solve all your problems.
Scott realized that in order for CSC to reach its full potential, they needed to focus on culture and hiring. To focus on culture and hiring, they needed to slow down on selling franchise locations for a season of time. If there are cracks in the foundation of your business, more sales might lead to more problems. You don’t need to slam on the breaks, but you can tap on them.