Joe Saracino’s Post

2/3 However, a company’s culture should not encroach into the lives of its customers or workers. When the CEO made contributions which matched his personal beliefs, that alienated a segment of his customer and worker base. And I took those actions personal as that segment – the LGBTQ+ – is a one that I have worked with and supported first-hand my entire Advertising/Marketing/Creative and Consulting career.  Joe aptly shared his own personal and professional story: How his team is made up of diverse, welcoming members. How like me he abhors exclusivity. How he, too, is driven by many of the same values that drive me. And how in is six plus year career at CFA he has seen marked and positive change. That in and of itself was very, very cool. Joe also shared CFA HAS changed. The most revealing? Leadership of CFA and the LGBTQ+ communities HAVE HAD EXACTLY THE SAME CONVERSATION JOE AND I WERE HAVING. When Dan Cathy, CEO, reached to others that he didn’t completely understand to have a conversation? That was amazing. When Cathy made personal and long-lasting connections that resulted in deep respect? That is learning and understanding.

Consistent and welcoming, sure, for those that CfA wants to welcome. But for those who have alternative lifestyles or belief structures?? C'mon. They don't make the cut as customers, employees, or owners. Those individuals are not welcome at all. Great product. 100% agree. And def profitable. But pleasant and welcoming experience? That's only true for some, not all. CfA's choice, I guess. "The world would be a better place if we all said 'My pleasure!' TO EVERYBODY and meant it".

Welcoming unless…

3/3 My takeaways of my time with Joe were profound. 1)    CFA is learning, growing, and fostering new levels of acceptance. No company is absolutely perfect, but CFA has recognized mis-steps, owned them, and is working to change perspectives. 2)    Joe, as the Brand champion, recognizes the gaps and is committed to doing much more than his part (an example: His openness and willingness to chat about delicate, sensitive matters in a respectful, open exchange of two-way listening and learning.) Everyone speaks of living the brand: Joe absolutely does that. 3)    My respect for and opinion of CFA changed 180 degrees. Now, I am a fan not just of the branding (which I have been for a very, very long time), but for the company. I’m in. 4)    Joe Saracino is a new trusted colleague and friend. I am 100% behind him, his efforts, his Creative, and CFA. Joe is an incredible leader who juggling executive level demands, including agencies and teams, but still has his fingers on the pulse of his customer. Creative. Smart. Sensible. Courageous. Fun. Funny. Joe is just a good dude with a bright future as a business leader. Theconversation that Joe and I changed my perspective. I am humbled and I welcome this change. Thanks, Joe.

Joe Saracino 1/3 First, I must apologies profusely for this very late post. Life - and a few surgeries - have gotten in the way of this important update. Second,some weeks back after his initial post and my pointed retort, Joe and I had very, very good one-on-one phone call. This came at his behest and came at the end of his busy week. It was a gracious and courageous suggestion that we meet: I cannot think of another business leader who would offer such a genuine and direct exchange. In our nearly 1 ½ hour chat Joe and I had an honest, open, easy – and I must say, terrific - conversation.  It’s no secret that CFA has had leadership with stringent beliefs. As a private, family-owned company that is not only allowable, it is enviable.

So many variations to the “customer satisfaction” element here. JJ is built on a “freaky fast” delivery designation, while CFA continues to build out its delivery service through 3rd party services (namely Grubhub). Would love to see the breakout data of what constituted the overall scores. What is interesting, however, is the footprint of both CFA and JJ (2,800 and 2,700 stores, respectively).

CFA welcomes everyone and treats everyone with respect, regardless of their lifestyle or belief structure.

Definition of “so good they don’t ignore you” (though I hate their increasing focus on drive through a at the expense of the cafe experience).

i like these videos of british kids trying food like Popeye's sammiches for the 1st time. "reaction commercials" of people from all over the world trying american franchise-food would be fun, at least online. https://www.youtube.com/watch?v=zQ1j2zPrg_c

I've often thought about how your HR recruits pleasant customer-interfacing employees—the difference vs. other service employees is astounding. I used to think the same for Southwest airlines.... their Herb Kelleher magic seems to be fading.