![]() ![]() The annual RFIS event, hosted by Networld Media Group, is a three-day conference providing a forum for executives from leading brands to share their success stories and how they are innovating to grow their franchises. How to hurdle, and eventually eliminate those obstacles, was the focus of a panel talk, "Finding Middle Ground: Franchisees and Franchisors Weigh In," at the Restaurant Franchising & Innovation Summit held this month in Nashville, Tennessee. ![]() As someone whose Chick-fil-A career has come full circle, he should know.Franchising is a fast path to growth for a QSR, fast casual and pizzeria brand, but only if the operations model is solid and the franchisor is willing to work alongside franchisees throughout the process, and the franchisee, for its part, must be willing to take advice and criticism.īut as with any sort of business relationship it's not always easy to establish a strong, mutually rewarding connection and there are more than a few hurdles when it comes time for a franchisor and a franchisee to find a middle ground. ![]() Marlon regularly shares with his team that doing our best requires thought, time and energy, which all come back around. These values are closely aligned with the Chick-fil-A Corporate Purpose and resonate strongly in our lives.” “We want the girls to be kind to everyone and be happy. We want our Team Members to be intentional about everything they do, from serving guests to caring for each other.”Īs the father of two young daughters, Marlon and April stress this philosophy at home, as well. “Nothing should be treated as routine because that leads to complacency. “It’s something I learned in the Navy,” he said. Marlon and his team are quite intentional about creating a fair environment and not missing out on potential talent. ![]() “Our transparent and equitable growth strategy creates opportunity and reduces turnover, which allows us to have a greater impact on our community,” he said. Two of his Team Members have been accepted as Chick-fil-A Operators and one joined the Chick-fil-A Leadership Development Program. Career development conversations are scheduled with those who do so within 48-72 hours. For example, any employee can scan a QR reader posted on the restaurant’s wall to quickly and easily express their interest in advancement. “She brought to life all the ideas we had about creating the culture necessary for people and the business to succeed.”Īs a Chick-fil-A Operator, Marlon leans into diversity, equity and inclusion in his restaurants. “April is an educator, so it was natural for her to be the training director when we opened the restaurants,” Marlon said. Today, he and his wife, April, operate two Chick-fil-A ® restaurants. He later earned a master’s degree in leadership, taught leadership at the Naval Academy and the University of Maryland and helped recruit midshipmen to the Naval Academy before retiring from the Navy as a lieutenant commander. Naval Academy and then served as an active-duty officer in the nuclear submarine community. In between his high school job and being the entrepreneur he is today, Marlon played football for the U.S. Inspired by him, I began my lifelong journey to understand and adopt leadership ideas that take an organization forward.”Ī deep dive into understanding leadership “My mother made sure I had a strong work ethic and discipline, and Neil introduced me to leadership. “Neil Brown, a Chick-fil-A Operator in Allen, Texas, saw something in me and gave me my first job while I was in high school,” Marlon said. But even before his time in the Armed Forces, Marlon experienced the impact of a strong culture. Georges Avenue in New Jersey, being a bubble head showed him the importance of creating the right culture in his restaurant – one in which people are recognized, engaged and motivated. For Marlon Terrell, Operator of Chick-fil-A Linden and Chick-fil-A St. Navy, those who serve on submarines are called “bubble heads.” It’s a nod to the many hours they live and work underseas. How one Operator’s career as a “bubble head” influenced his approach to leadership and culture in his restaurants ![]()
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