{"id":305220,"date":"2019-07-24T06:00:05","date_gmt":"2019-07-24T10:00:05","guid":{"rendered":"https:\/\/wp-stage.familylife.com\/www\/podcast\/%series%\/the-secret-sauce-to-any-good-restaurant\/"},"modified":"2019-07-24T06:00:05","modified_gmt":"2019-07-24T10:00:05","slug":"the-secret-sauce-to-any-good-restaurant","status":"publish","type":"podcast","link":"https:\/\/wp-stage.familylife.com\/www\/podcast\/familylife-today\/the-secret-sauce-to-any-good-restaurant\/","title":{"rendered":"The Secret Sauce to Any Good Restaurant"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"<p>Steve Robinson, author of &#8220;Covert Cows,&#8221; a book about his 30+ year career working as the chief marketing officer for Chick-fil-A, talks about the secret sauce of the company&#8217;s success &#8211; the people who work there. Robinson explains how he has learned to a good husband and father.<\/p>\n","protected":false},"author":91,"featured_media":294104,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","inline_featured_image":false,"_uag_custom_page_level_css":"","episode_type":"","audio_file":"https:\/\/web.familylifetoday.com\/fl2019-07-24.mp3","cover_image":"","cover_image_id":"","duration":"00:28:39","filesize":"26.23M","filesize_raw":"27506785","date_recorded":"","explicit":"","block":""},"categories":[2837,2826,2821],"tags":[4096],"podcast_series":[8291],"cwp_profile":[9547],"series":[2101],"class_list":["post-305220","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","category-fathers","category-men","category-reaching-out","tag-mentoring","podcast_series-covert-cows-and-chick-fil-a","cwp_profile-steve-robinson","series-familylife-today"],"acf":[],"episode_featured_image":"https:\/\/wp-stage.familylife.com\/www\/wp-content\/uploads\/sites\/1001\/2024\/09\/FLT-Podcast-Cover-2-508x508-3.jpg?w=508","episode_player_image":"https:\/\/wp-stage.familylife.com\/www\/wp-content\/uploads\/sites\/1001\/2023\/02\/image-scaled.jpg","download_link":"https:\/\/wp-stage.familylife.com\/www\/podcast-download\/305220\/the-secret-sauce-to-any-good-restaurant","player_link":"https:\/\/wp-stage.familylife.com\/www\/podcast-player\/305220\/the-secret-sauce-to-any-good-restaurant","audio_player":null,"episode_data":{"playerMode":"light","subscribeUrls":{"apple_podcasts":{"key":"apple_podcasts","url":"https:\/\/podcasts.apple.com\/us\/podcast\/familylife-today\/id212174303?mt=2&app=podcast","label":"Apple Podcasts","class":"apple_podcasts","icon":"apple-podcasts.png"},"google_podcasts":{"key":"google_podcasts","url":"","label":"Google Podcasts","class":"google_podcasts","icon":"google-podcasts.png"},"spotify":{"key":"spotify","url":"https:\/\/open.spotify.com\/show\/0j5UaKdQOHQCuo1bt0ebEm","label":"Spotify","class":"spotify","icon":"spotify.png"},"youtube":{"key":"youtube","url":"","label":"YouTube","class":"youtube","icon":"youtube.png"}},"rssFeedUrl":"https:\/\/wp-stage.familylife.com\/www\/feed\/podcast\/familylife-today","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"bo0AVZIagC\"><a href=\"https:\/\/wp-stage.familylife.com\/www\/podcast\/familylife-today\/the-secret-sauce-to-any-good-restaurant\/\">The Secret Sauce to Any Good Restaurant<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/wp-stage.familylife.com\/www\/podcast\/familylife-today\/the-secret-sauce-to-any-good-restaurant\/embed\/#?secret=bo0AVZIagC\" width=\"500\" height=\"350\" title=\"&#8220;The Secret Sauce to Any Good Restaurant&#8221; &#8212; FamilyLife\u00ae - A Cru Ministry\" data-secret=\"bo0AVZIagC\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script>\n\/*! This file is auto-generated *\/\n!function(d,l){\"use strict\";l.querySelector&&d.addEventListener&&\"undefined\"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!\/[^a-zA-Z0-9]\/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret=\"'+t.secret+'\"]'),o=l.querySelectorAll('blockquote[data-secret=\"'+t.secret+'\"]'),c=new RegExp(\"^https?:$\",\"i\"),i=0;i<o.length;i++)o[i].style.display=\"none\";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute(\"style\"),\"height\"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):\"link\"===t.message&&(r=new URL(s.getAttribute(\"src\")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener(\"message\",d.wp.receiveEmbedMessage,!1),l.addEventListener(\"DOMContentLoaded\",function(){for(var e,t,s=l.querySelectorAll(\"iframe.wp-embedded-content\"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute(\"data-secret\"))||(t=Math.random().toString(36).substring(2,12),e.src+=\"#?secret=\"+t,e.setAttribute(\"data-secret\",t)),e.contentWindow.postMessage({message:\"ready\",secret:t},\"*\")},!1)))}(window,document);\n\/\/# sourceURL=https:\/\/wp-stage.familylife.com\/www\/wp-includes\/js\/wp-embed.min.js\n<\/script>\n"},"spectra_custom_meta":{"_wp_page_template":["default"],"transcript_url":["https:\/\/transcript.familylifetoday.com\/fl2019-07-24.pdf"],"audio_file":["https:\/\/web.familylifetoday.com\/fl2019-07-24.mp3"],"transcript_content":["<strong>Bob: <\/strong>For many Christians working in a corporate environment, there are ongoing temptations to compromise your faith. In fact, sometimes, it feels like it\u2019s almost required. For Steve Robison, working in the corporate office at Chick-fil-A\u00ae is something completely different. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> I never thought I\u2019d have a career where I could have this healthy balance and tension between being a marketing professional and being a believer, where I had the opportunity to express my faith\u2014not so much in what I said as in what I did\u2014how I made decisions, what I valued, how I treated people. Quite frankly, Truett was my role model.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob: <\/strong>This is <em>FamilyLife Today<\/em> for Wednesday, July 24<sup>th<\/sup>. Our hosts are Dave and Ann Wilson, and I'm Bob Lepine. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWhat makes Chick-fil-A different as a company is less about the sandwiches, and the fries, and the peach milkshakes, and more about the kind of culture Chick-fil-A has built. We\u2019ll hear more about that today from Steve Robinson. Stay with us.\u00a0 \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tAnd welcome to <em>FamilyLife Today<\/em>. Thanks for joining us. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> I think everybody\u2019s got a Chick-fil-A story.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> Yes, I agree.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Here\u2019s my favorite Chick-fil-A story. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> Oh, boy, here we go. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> I was talking to an older operator of a Chick-fil-A store in San Diego, CA. I said, \u201cWhat\u2019s your story?\u201d He said, \u201cI was brought in because this store needed a turnaround. Things were not doing well. I was trained to do turnarounds, so they brought me in to do a turnaround in San Diego.\u201d \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI looked at him and said, \u201cOK. You could not change the location where you were, right?\u201d No, couldn\u2019t change that. \u201cYou couldn\u2019t change the menu.\u201d No. \u201cYou couldn\u2019t change the price of anything.\u201d No. I said, \u201cYou couldn\u2019t change the marketing very much.\u201d He said, \u201cWe have some influence over our local marketing, but I know what you\u2019re saying.\u201d I said, \u201cHow do you do a turnaround if you can\u2019t change the location, the price, and the menu?\u201d He said, \u201cIt\u2019s all about the people.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tThe next time I went into a Chick-fil-A\u2014it is all about the people. It\u2019s about the chicken\u2014it\u2019s great food. But the secret sauce\u2014I think I\u2019m right; we\u2019ll ask the former vice president of marketing for Chick-fil-A if I\u2019m right\u2014I think it\u2019s the people.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> I know it\u2019s the people. Again, I\u2019m just a customer. I\u2019ve been to many Chick-fil-A\u2019s. Everyone has remarkably hit me. I feel loved. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> Me, too! You walk\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> The chicken is unbelievable, but I walk out feeling loved. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> You walk in. You think, \u201cWhat is happening here? These people are the nicest people I\u2019ve ever encountered.\u201d Especially for that day. It really is an experience that no one wants to miss.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Steve Robinson is joining us today on <em>FamilyLife Today.<\/em> Steve, welcome back. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Thanks.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> It\u2019s all because of you, right, Steve?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> No. I\u2019m just part of those people.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> For 34 years, you were a <em>big<\/em> part of those people. You gave leadership to the marketing at Chick-fil-A. People hear \u201cmarketing,\u201d and they think, \u201cOh, you were responsible for billboards with cows on them.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> The cows!\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> You were.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Part of it. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> I remember talking to you, and you were saying that how the kitchen was organized was part of the marketing. I went, \u201cWhat?\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Yes. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> \u201cMarketing\u201d was a big term for what Chick-fil-A was all about. It\u2019s about what the brand is all about. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Yes. That\u2019s right, Bob. The evolution of marketing at Chick-fil-A literally became brand management. It was\u2014in their mind, when they recruited me; and even in my mind when I came\u2014it was about the traditional marketing.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Advertising, promotion\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Advertising, promotion, pricing, packaging. We did all that, and hopefully learned how to do it pretty good over time. Particularly, as my team and I started to better understand the uniqueness of the operator model, which you just alluded to, we realized that we not only had great marketing agents\u2014on-the-ground marketing agents in the operators\u2014we had great leaders who were capable to create guest experiences that no one else in the fast food industry could create. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tIt led not only to menu innovations\u2014menu innovation did report and does report into the marketing group\u2014and you ask why. That\u2019s where the voice of customer research resides. If you\u2019re going to innovate the menu, then you\u2019ve got to innovate kitchen design and equipment to keep it fast, safe, and on schedule.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tSo that\u2019s how all that ended up in there. Over time, marketing came to impact apparel design, store design, obviously multi-media platforms, sports marketing, event activation, grand openings.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> All that you\u2019ve described is critical to the success of the brand.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> That\u2019s correct.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob: <\/strong>Am I right, though, that people are tops?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> People are the secret sauce. If not, just people [Inaudible]. I try to make it clear in the book. It\u2019s more about the people in the restaurants, and it starts and stops with the operators who run those restaurants.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> The guy said, \u201cI was able to pull off a turnaround.\u201d I said, \u201cHow did you do it?\u201d He said, \u201cI hired smiling people who engaged with customers and made them feel like Ann; they felt loved when they came.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> San Diego is a great market today.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> You also gave a lot of free food away.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Oh, yes.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann: <\/strong>How did you decide to do that? That doesn\u2019t seem to make sense.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> It actually relates back one, to Truett, and two, to my experience about losing two million dollars on a promotion. In 1982 we did a chain-wide promotion using the traditional fast food formula of direct mail, and free standing inserts with coupons. The thing blew up. It exceeded the budge by two million dollars. For a 100-million-dollar business, that\u2019s a big deal. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tIt was a big deal to Truett although he never said anything to me. Jimmy Collins is the one\u2014I wanted to apologize\u2014and Jimmy said, \u201cDon\u2019t worry about it. We just invested two million dollars in your education. You\u2019re never going to make that mistake again.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Wow.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> Tell us exactly what happened.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Here\u2019s what happened. I decided, we\u2019re never going to do coupons again. Well, if you\u2019re not going to do coupons, how are you going to get trial? Give it away. So, you sample it, and use \u201cbe our guest\u201d cards, and you get on the marketplace, and you deliver free food to offices, and car dealerships, and hospitals, and fire stations, and police stations.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tThe average Chick-fil-A operator probably gives away roughly two per cent of their annual sales in just free food.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Chick-fil-A is known\u2014when there\u2019s rescue or relief efforts needed\u2014to take food to those people.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Yes. By the way, none of that comes as a directive from the home office. Home office doesn\u2019t have to do anything. The operators do that on their own initiative.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> I didn\u2019t know that.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> That bill\u2019s not being sent to Atlanta and the home office. They\u2019re doing that because they live in those communities. They are committed to those communities. They\u2019re not looking over their shoulder for the next store somewhere. That is their home. When something bad happens in their hometown, they\u2019re on it.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> It\u2019s almost like they look at their community and see themselves as pastors, in a sense over the people in that community?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> They may. I think a lot of them feel that way about their team members.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave: <\/strong>I was thinking the same thing, Bob. They\u2019re pastoring an area, and the reason\u2014think about this\u2014you say it in your book. You\u2019re not selling chicken and growing an enterprise because of cow billboards. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> No.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> Or great chicken. It really is people. Here\u2019s the question. I hear this in the church world sometimes. I hear it in businesses. \u201cThere aren\u2019t great people out there like that. You can\u2019t find them anymore like you used to.\u201d Yet <em>you<\/em> can. How do you find them?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> We\u2019re just as diligent as the operators are on recruiting, and vetting, and looking for talent that not only fits the skill need but the competency around character and values, too. We find them because the operators, at the end of the day, realize that the face of their brand in their community, and the face of their reputation in the community, is a reflection of the team members they recruit, and train, and keep.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tYou hire culture and you catch culture. You can\u2019t catch culture if you have a lot of turnover. Truett realized that about the home office, and because of the operator model, we enjoy the same benefit at the store level. The average team member turnover at a Chick-fil-A restaurant is about a third of the industry average. Their leadership teams turn over <em>very<\/em> little, less than ten percent a year. Turnover among operators themselves is less than three percent a year.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tYou can not only catch culture with those kind of timelines, but more importantly, you have sufficient time to invest in people, develop their skills, develop their understanding of the business, develop why we\u2019re remarkable as who we are and who we want to be, and why we exist. They buy into it.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tAt the end of the day, everybody has a story, and how can you serve the person that walks in the door that day to make their story better. That\u2019s the heart and soul of Chick-fil-A. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> Here\u2019s my question. You said earlier that Truett wanted you to never leave. You never left. Why?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> A lot of reasons. Obviously, I identified the 1982 process of writing the corporate purpose helped give me a foundation that I made the right decision. Secondly, he was incredibly generous with empowering and giving me and my team freedom. I\u2019d had enough experience with that at Six Flags and Texas Instruments to realize that it\u2019s hard to build a really enduring brand\u2014and that\u2019s what I like to describe it, an enduring brand\u2014when you\u2019re constantly focused on quarterly results and\/or when you have constant turnover in leadership.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWhat gets sacrificed? Culture, at the top of the list, and then any commitment to some sort of strategic long-term horizon where you want to take the brand. They both get lost. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI saw in Chick-fil-A an opportunity for that to not go away\u2014to build, literally brick by brick\u2014keep building on the brick. Another analogy I like to use\u2014layer by layer of the onion\u2014build the brand, layer by layer, and what\u2019s important to you is different than what\u2019s important to Ann or what\u2019s important to Bob. What are the layers that people value? What the Chick-fil-A journey allowed me and my team to do was not just focus on the sandwich and the food, but other layers that made the Chick-fil-A experience valuable to them and made their day, their story richer.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> I look at my grandkids, who dress up as cows, go into Chick-fil-A to get their free food\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Not every day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann: <\/strong>\u2014not every day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Just a cow appreciation day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> They want to do it every day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> There\u2019s a part of me that thinks, \u201cI wonder if they think a cow is a chicken.\u201d [Laughter] It doesn\u2019t even make sense. How did you come up with that, you and your team?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Again, my team also included a very unique ad agency out in Dallas, TX, called The Richards Group, founded by Stan Richards. We were looking for a great agency, a great creative agency in the mid-90\u2019s and got it down to three finalists, and they\u2019re the ones we selected. We selected them primarily because they had a great creative history. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tThey were the ones that came up with the idea of three-dimensional billboards. And they had two or three really funny concepts that we used. But about nine months into their relationship with us, they shipped us\u2014we weren\u2019t having big fancy creative meetings\u2014they just sent us six or seven new billboard ideas. Our advertising manager had them on my desk one day. When I walked in, they were face down, and I start flipping them over, left to right.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tOf course, I get to the last one. It\u2019s these two cows paying to eat more chicken. [Laughter] I didn\u2019t just giggle; I roared. I absolutely roared. This pot shot at beef in an unassuming, whimsical way, breakthrough use of the medium because up to that point, billboards were just used for \u201cTurn here. Here\u2019s what we\u2019re selling. Here\u2019s the price.\u201d Quite frankly, most of the industry is still doing the same thing.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe ran that board in Atlanta, and it was the summer of the Olympics in Atlanta. Huge hit. Huge buzz in the city. People are calling the office, talking to the operators about it. Quite frankly, in our advertising tracking in Atlanta, it was the only thing that was even registering. Other boards that we had up that showed food and location\u2014nothing.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe ran that board in our top 20 markets that fall. We knew it was a hit when we had two cows stolen off a board in Chattanooga. [Laughter] It got covered by AP wire service and CNN international. We called up the agency, \u201cWe think you\u2019ve got an idea that\u2019s bigger than a billboard idea. Take three months; work on it. What would it look like if the cows were the iconic spokespeople\u2014\"spokesbovine\u201d\u2014for Chick-fil-A? What would a campaign like that look like? \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> We were driving down to Atlanta on I-75 going to the Olympics in Atlanta when we first saw that sign. I remember pointing it out, laughing out loud, like, \u201cHow creative is that!\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave: <\/strong>I\u2019m a marketing\/advertising major. You didn\u2019t know that, Bob, did you? You thought I just majored in football. [Laughter] That was my major in college. I remember\u2014our kids were little, we were in the mini-van, all strapped in\u2014I looked up and said, \u201cGenius.\u201d Just knowing, seeing it\u2014that\u2019s going to\u2014. And I didn\u2019t know what it\u2019s doing, but you do. Way to go.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> You stop and think. Whether it\u2019s \u201cWhere\u2019s the Beef,\u201d or \u201cHave it Your Way,\u201d or whatever. Those all run a season, and then they\u2019re done. How long have the cows been around?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> When I left, 20 years. They\u2019re still trying to use them.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> That\u2019s a pretty long history for cows in a business.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> You don\u2019t have to worry about them saying anything stupid [Laughter] or making a mistake on social media, either.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Let me ask you about this. When you started with Chick-fil-A in the early 80\u2019s, did you ever imagine that a quick-service restaurant selling chicken would be at the center of a cultural controversy in America?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> No. Not at all. I have a lot of thoughts which I unpack as I look back. First of all, I never thought I\u2019d be part of the journey that would result in a brand so popular that people, at least some people, can\u2019t see themselves living without it. That\u2019s the marketer\u2019s ultimate dream.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tBut bigger than that, I never thought I\u2019d have a career where I could have this healthy balance and tension between being a marketing professional and being a believer where I had the opportunity to express my faith, not so much in what I said, but in what I did, in how I made decisions, what I valued, how I treated people. Quite frankly, Truett was my role model.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tTo have that kind of opportunity and then see the kind of talent that culture attracted. I was surrounded by some of the brightest people anywhere in marketing, and in the city of Atlanta, which has a whole bunch of Fortune 100 companies, some of the brightest talent anywhere. Yet all completely in lockstep with a purpose and the mission of the business. Because of the purpose of the business, a high passion level\u2014and high energy level, because for most of us, it was also an expression of our own personal missions.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI had never dreamed of this kind of experience, and I wasn\u2019t going to write a book. I went back to the office occasionally because I was on the board for three years. I just rolled off. I would do these small sessions of Q and A with staff members. I realized that the vast majority of them didn\u2019t know the crucial milestone stories of the business. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tSo, I had the unique position, I thought\u2014and I had several people encourage me to do a biographical story of the brand. I couldn\u2019t separate that from my story and Truett\u2019s story, so the book is written\u2014really the front third of the story is Truett\u2019s story and my story in parallel. Then we meet. Then the story unfolds through Chick-fil-A. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> There\u2019s so much in here that\u2019s fascinating from a consumer level, from a leadership level, from a marketing level, like you talked about Dave. I keep coming back and thinking\u2014there\u2019s a business book out, and I think the title of it is <em>Culture Eats Strategy for Lunch.<\/em> \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Yes.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> I just think about being parents and having a home, and we talk a lot about moms and dads being purposeful and intentional, and you need to be strategic as you raise your kids. We\u2019re not saying strategy is wrong. If you don\u2019t have a strategy, there something is wrong. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tBut at the end of the day, what\u2019s going to matter most around your house\u2014in your family, in your marriage\u2014is the culture you create. It\u2019s what the kids see. It\u2019s your values being expressed and lived out in your marriage and in your family. That does eat your strategy for lunch.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> That\u2019s what I wanted to end with. Steve, let\u2019s get personal. How did you live out all you learned at Chick-fil-A as a husband and as a dad? You\u2019ve got 45 seconds. [Laughter]\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve: <\/strong>I took a lot of cues from the corporate purpose. I\u2019m glad they came early in my career there. I went from secular business environment to that culture and that crisis that literally drove us to our knees in that hotel room to write the corporate purpose. It transformed not only the business. It transformed my life. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI made up my mind\u2014that purpose worked for me. Diane agreed. Transformational spiritual moment for me was Malachi 3:8-12. Quite frankly, money was a stumbling block for me\u2014how I looked at money and how I looked at giving and stewardship.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tGod used that in a mighty way. Through Chick-fil-A over time, I actually grew very, very fond of\u2014which melded well with Diane, because she is more than fond; she\u2019s passionate\u2014of giving. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tTruett was a giver. One of the most powerful things I remember in an early executive committee meeting\u2014I looked at one of the business profit and loss statements. I looked down towards the bottom of the sheet, and here\u2019s this contribution line. It was almost exactly ten percent of the net cash flow. He was tithing the business. They still tithe the business. Now most of it goes into three foundations.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI can\u2019t separate my experience at Chick-fil-A from the way it shaped my life. I\u2019ve asked my kids. I\u2019ve said, \u201cOK. What have mom and I done that\u2019s either encouraged you or discouraged you in your Christian walk? What do I need to confess?\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> That\u2019s a good question.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve: <\/strong>I\u2019ve asked them recently. They\u2019re grown adults. Both of them have basically said, \u201cYou have nothing\u2014\u201d It\u2019s hard for me to say. We just watched. Kids pay attention. They know whether you cherish each other. They know how you\u2019re spending money. They know what\u2019s important on your calendar. My kids turned out pretty good. Praise God for that. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Because culture\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> \u2014matters\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> \u2014matters. At home, in a business, wherever. Steve, thank you. Thanks for sharing this story. I feel like we need to do about 12 more episodes. I want to know what happened to the carrot slaw, and I want to know why the sweet potato fries didn\u2019t work. [Laughter] I have so many questions that I\u2019m sure so many do. We\u2019ll save that for another day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tLet me just say again, for those who are thinking, \u201cDid Chick-fil-A somehow sponsor these last two days of <em>FamilyLife Today<\/em>? Sounds like you guys are doing a commercial for Chick-fil-A.\u201d We love Chick-fil-A. More than Chick-fil-A, we love the principles on which the company is built. Steve, you capture the culture that built that company in your book <em>Covert Cows and Chick-fil-A: How Faith, Cows, and Chicken Built an Iconic Brand.<\/em> \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe\u2019ve got that book in our FamilyLife Resource Center. Go online to order your copy of the book or call 1-800-FLTODAY. Again, the website is FamilyLifeToday.com, or call 1-800-358-6329. That\u2019s 1-800-\u201cF\u201d as in family, \u201cL\u201d as in life, and then the word, \u201cTODAY.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe have Chick-fil-A fan David Robbins, the President of FamilyLife, joining us here today.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>David:<\/strong> The number one combo, no butter and Diet Dr. Pepper.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> You\u2019ve got the app, right?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>David:<\/strong> I do, I do. I use it. They treat kids right, you know? It\u2019s a good place for Meg and I. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> It is.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>David:<\/strong> This is a really powerful conversation. It\u2019s not because I want to run my home like a Chick-fil-A although I would take my kids saying, \u201cIt\u2019s my pleasure,\u201d a little more often from time to time. It reminds me of the core idea that pertains to all I hope to be as a Jesus follower, as a husband, and things I want to pass on as a father. It\u2019s the importance of culture that\u2019s forming in our family. It\u2019s forming every day. It\u2019s getting passed on.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tCulture is that intangible collection of ideas and habits that silently answers the questions, \u201cWhat is most valuable? What should I do in this situation? What should I steer clear of?\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tThis conversation challenges me to take stock and evaluate about the culture in my home, in my family, in this season\u2014not in the past season, but right now. There\u2019s no doubt\u2014I\u2019m going to train my kids around certain boundaries and different behaviors\u2014but what are they silently picking up on what it means to be a Robbins? What do we pursue? What do we stand <em>for<\/em>? What do we stand <em>against<\/em>?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tLike Steve said, culture is caught. I feel like I\u2019m driving home today going, \u201cWe\u2019re doing all sorts of things, but what type of culture are we intentionally creating?\u201d I\u2019m so grateful for Steve Robinson serving as the chairman of the FamillyLife board. I catch things like this from him all the time. He\u2019s such an inspiring friend to me.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> He has been a great friend to this ministry for many years, and we are grateful for him.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI\u2019ll put in the order, and we can head over to Chick-fil-A here when we\u2019re done.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>David:<\/strong> Let\u2019s go. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Thanks, David. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tLet me remind listeners before we\u2019re done here today. We have a lot of listeners that are taking part in FamilyLife\u2019s \u201cStronger Forever\u201d workout plan for couples this summer to build stronger, healthier marriage relationships. I think one of the reasons why so many couples have signed up for this is because <em>one<\/em> couple\u2014among all those who have signed up and downloaded the workout guide we\u2019ve created\u2014one couple is going to be joining us on the 2020 <em>Love Like You Mean It<\/em>\u00ae marriage cruise. This happens in February, Valentine\u2019s week of 2020. The cruise is now almost sold out, but we saved a cabin for one couple.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tIf you want to be eligible, maybe win that cabin, along with round-trip air fare to join us on the cruise, go to FamilyLifeToday.com and download the \u201cStronger Forever\u201d workout plan. There is no purchase necessary to enter. The contest began back on July 1<sup>st<\/sup> of 2019. It ends on August 30<sup>th<\/sup>, 2019. Official rules can be found at FamilyLife.com\/strongerforever. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tTomorrow we are going to talk about a missing ingredient in parenting that can make a huge difference as you raise your children. Sam Crabtree joins us to explain what that missing element is. We hope you can tune in for that. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI want to thank our engineer today, Keith Lynch, along with our entire broadcast production team. On behalf of our hosts, Dave and Ann Wilson, I\u2019m Bob Lepine. We will see you back next time for another edition of <em>FamilyLife Today<\/em>. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<em>FamilyLife Today<\/em> is a production of FamilyLife of Little Rock, Arkansas; a Cru<sup>\u00ae <\/sup>Ministry. Help for today. Hope for tomorrow.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>\u00a0<\/strong>\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe are so happy to provide these transcripts to you. However, there is a cost to produce them for our website. If you\u2019ve benefited from the broadcast transcripts, would you consider <a href=\"http:\/\/wp-stage.familylife.com\/www\/donate\">donating today<\/a> to help defray the costs?\u00a0 \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tCopyright <sup>\u00a9<\/sup> 2019 FamilyLife. All rights reserved.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<a href=\"http:\/\/wp-stage.familylife.com\/www\/\">www.FamilyLife.com<\/a>\u00a0 \n\t\t\t<\/p>\n\t\t\t\n\t\t\t\t<p>\n\t\t\t\t\t1\n\t\t\t\t<\/p>"],"_seopress_titles_title":[""],"_seopress_titles_desc":[""],"_seopress_robots_index":[""],"duration":["00:28:39"],"show_notes":[""],"_thumbnail_id":["294104"],"filesize":["26.23M"],"filesize_raw":["27506785"],"_uag_css_file_name":["uag-css-305220.css"],"_uag_js_file_name":["uag-js-305220.js"],"_uag_page_assets":["a:9:{s:3:\"css\";s:82560:\".wp-block-uagb-container.uagb-block-e11dbe9f .uagb-container__shape-top svg{width: calc( 100% + 1.3px );}.wp-block-uagb-container.uagb-block-e11dbe9f .uagb-container__shape.uagb-container__shape-top .uagb-container__shape-fill{fill: rgba(51,51,51,1);}.wp-block-uagb-container.uagb-block-e11dbe9f .uagb-container__shape-bottom svg{width: calc( 100% + 1.3px );}.wp-block-uagb-container.uagb-block-e11dbe9f .uagb-container__shape.uagb-container__shape-bottom 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Robinson, author of \"Covert Cows,\" a book about his 30+ year career working as the chief marketing officer for Chick-fil-A, talks about the secret sauce of the company's success - the people who work there. Robinson explains how he has learned to a good husband and father.","meta_box":{"show_notes":"","transcript_url":"https:\/\/transcript.familylifetoday.com\/fl2019-07-24.pdf","transcript_content":"<strong>Bob: <\/strong>For many Christians working in a corporate environment, there are ongoing temptations to compromise your faith. In fact, sometimes, it feels like it\u2019s almost required. For Steve Robison, working in the corporate office at Chick-fil-A\u00ae is something completely different. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> I never thought I\u2019d have a career where I could have this healthy balance and tension between being a marketing professional and being a believer, where I had the opportunity to express my faith\u2014not so much in what I said as in what I did\u2014how I made decisions, what I valued, how I treated people. Quite frankly, Truett was my role model.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob: <\/strong>This is <em>FamilyLife Today<\/em> for Wednesday, July 24<sup>th<\/sup>. Our hosts are Dave and Ann Wilson, and I'm Bob Lepine. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWhat makes Chick-fil-A different as a company is less about the sandwiches, and the fries, and the peach milkshakes, and more about the kind of culture Chick-fil-A has built. We\u2019ll hear more about that today from Steve Robinson. Stay with us.\u00a0 \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tAnd welcome to <em>FamilyLife Today<\/em>. Thanks for joining us. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> I think everybody\u2019s got a Chick-fil-A story.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> Yes, I agree.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Here\u2019s my favorite Chick-fil-A story. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> Oh, boy, here we go. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> I was talking to an older operator of a Chick-fil-A store in San Diego, CA. I said, \u201cWhat\u2019s your story?\u201d He said, \u201cI was brought in because this store needed a turnaround. Things were not doing well. I was trained to do turnarounds, so they brought me in to do a turnaround in San Diego.\u201d \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI looked at him and said, \u201cOK. You could not change the location where you were, right?\u201d No, couldn\u2019t change that. \u201cYou couldn\u2019t change the menu.\u201d No. \u201cYou couldn\u2019t change the price of anything.\u201d No. I said, \u201cYou couldn\u2019t change the marketing very much.\u201d He said, \u201cWe have some influence over our local marketing, but I know what you\u2019re saying.\u201d I said, \u201cHow do you do a turnaround if you can\u2019t change the location, the price, and the menu?\u201d He said, \u201cIt\u2019s all about the people.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tThe next time I went into a Chick-fil-A\u2014it is all about the people. It\u2019s about the chicken\u2014it\u2019s great food. But the secret sauce\u2014I think I\u2019m right; we\u2019ll ask the former vice president of marketing for Chick-fil-A if I\u2019m right\u2014I think it\u2019s the people.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> I know it\u2019s the people. Again, I\u2019m just a customer. I\u2019ve been to many Chick-fil-A\u2019s. Everyone has remarkably hit me. I feel loved. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> Me, too! You walk\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> The chicken is unbelievable, but I walk out feeling loved. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> You walk in. You think, \u201cWhat is happening here? These people are the nicest people I\u2019ve ever encountered.\u201d Especially for that day. It really is an experience that no one wants to miss.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Steve Robinson is joining us today on <em>FamilyLife Today.<\/em> Steve, welcome back. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Thanks.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> It\u2019s all because of you, right, Steve?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> No. I\u2019m just part of those people.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> For 34 years, you were a <em>big<\/em> part of those people. You gave leadership to the marketing at Chick-fil-A. People hear \u201cmarketing,\u201d and they think, \u201cOh, you were responsible for billboards with cows on them.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> The cows!\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> You were.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Part of it. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> I remember talking to you, and you were saying that how the kitchen was organized was part of the marketing. I went, \u201cWhat?\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Yes. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> \u201cMarketing\u201d was a big term for what Chick-fil-A was all about. It\u2019s about what the brand is all about. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Yes. That\u2019s right, Bob. The evolution of marketing at Chick-fil-A literally became brand management. It was\u2014in their mind, when they recruited me; and even in my mind when I came\u2014it was about the traditional marketing.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Advertising, promotion\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Advertising, promotion, pricing, packaging. We did all that, and hopefully learned how to do it pretty good over time. Particularly, as my team and I started to better understand the uniqueness of the operator model, which you just alluded to, we realized that we not only had great marketing agents\u2014on-the-ground marketing agents in the operators\u2014we had great leaders who were capable to create guest experiences that no one else in the fast food industry could create. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tIt led not only to menu innovations\u2014menu innovation did report and does report into the marketing group\u2014and you ask why. That\u2019s where the voice of customer research resides. If you\u2019re going to innovate the menu, then you\u2019ve got to innovate kitchen design and equipment to keep it fast, safe, and on schedule.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tSo that\u2019s how all that ended up in there. Over time, marketing came to impact apparel design, store design, obviously multi-media platforms, sports marketing, event activation, grand openings.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> All that you\u2019ve described is critical to the success of the brand.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> That\u2019s correct.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob: <\/strong>Am I right, though, that people are tops?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> People are the secret sauce. If not, just people [Inaudible]. I try to make it clear in the book. It\u2019s more about the people in the restaurants, and it starts and stops with the operators who run those restaurants.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> The guy said, \u201cI was able to pull off a turnaround.\u201d I said, \u201cHow did you do it?\u201d He said, \u201cI hired smiling people who engaged with customers and made them feel like Ann; they felt loved when they came.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> San Diego is a great market today.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> You also gave a lot of free food away.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Oh, yes.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann: <\/strong>How did you decide to do that? That doesn\u2019t seem to make sense.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> It actually relates back one, to Truett, and two, to my experience about losing two million dollars on a promotion. In 1982 we did a chain-wide promotion using the traditional fast food formula of direct mail, and free standing inserts with coupons. The thing blew up. It exceeded the budge by two million dollars. For a 100-million-dollar business, that\u2019s a big deal. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tIt was a big deal to Truett although he never said anything to me. Jimmy Collins is the one\u2014I wanted to apologize\u2014and Jimmy said, \u201cDon\u2019t worry about it. We just invested two million dollars in your education. You\u2019re never going to make that mistake again.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Wow.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> Tell us exactly what happened.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Here\u2019s what happened. I decided, we\u2019re never going to do coupons again. Well, if you\u2019re not going to do coupons, how are you going to get trial? Give it away. So, you sample it, and use \u201cbe our guest\u201d cards, and you get on the marketplace, and you deliver free food to offices, and car dealerships, and hospitals, and fire stations, and police stations.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tThe average Chick-fil-A operator probably gives away roughly two per cent of their annual sales in just free food.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Chick-fil-A is known\u2014when there\u2019s rescue or relief efforts needed\u2014to take food to those people.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Yes. By the way, none of that comes as a directive from the home office. Home office doesn\u2019t have to do anything. The operators do that on their own initiative.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> I didn\u2019t know that.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> That bill\u2019s not being sent to Atlanta and the home office. They\u2019re doing that because they live in those communities. They are committed to those communities. They\u2019re not looking over their shoulder for the next store somewhere. That is their home. When something bad happens in their hometown, they\u2019re on it.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> It\u2019s almost like they look at their community and see themselves as pastors, in a sense over the people in that community?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> They may. I think a lot of them feel that way about their team members.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave: <\/strong>I was thinking the same thing, Bob. They\u2019re pastoring an area, and the reason\u2014think about this\u2014you say it in your book. You\u2019re not selling chicken and growing an enterprise because of cow billboards. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> No.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> Or great chicken. It really is people. Here\u2019s the question. I hear this in the church world sometimes. I hear it in businesses. \u201cThere aren\u2019t great people out there like that. You can\u2019t find them anymore like you used to.\u201d Yet <em>you<\/em> can. How do you find them?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> We\u2019re just as diligent as the operators are on recruiting, and vetting, and looking for talent that not only fits the skill need but the competency around character and values, too. We find them because the operators, at the end of the day, realize that the face of their brand in their community, and the face of their reputation in the community, is a reflection of the team members they recruit, and train, and keep.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tYou hire culture and you catch culture. You can\u2019t catch culture if you have a lot of turnover. Truett realized that about the home office, and because of the operator model, we enjoy the same benefit at the store level. The average team member turnover at a Chick-fil-A restaurant is about a third of the industry average. Their leadership teams turn over <em>very<\/em> little, less than ten percent a year. Turnover among operators themselves is less than three percent a year.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tYou can not only catch culture with those kind of timelines, but more importantly, you have sufficient time to invest in people, develop their skills, develop their understanding of the business, develop why we\u2019re remarkable as who we are and who we want to be, and why we exist. They buy into it.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tAt the end of the day, everybody has a story, and how can you serve the person that walks in the door that day to make their story better. That\u2019s the heart and soul of Chick-fil-A. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> Here\u2019s my question. You said earlier that Truett wanted you to never leave. You never left. Why?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> A lot of reasons. Obviously, I identified the 1982 process of writing the corporate purpose helped give me a foundation that I made the right decision. Secondly, he was incredibly generous with empowering and giving me and my team freedom. I\u2019d had enough experience with that at Six Flags and Texas Instruments to realize that it\u2019s hard to build a really enduring brand\u2014and that\u2019s what I like to describe it, an enduring brand\u2014when you\u2019re constantly focused on quarterly results and\/or when you have constant turnover in leadership.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWhat gets sacrificed? Culture, at the top of the list, and then any commitment to some sort of strategic long-term horizon where you want to take the brand. They both get lost. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI saw in Chick-fil-A an opportunity for that to not go away\u2014to build, literally brick by brick\u2014keep building on the brick. Another analogy I like to use\u2014layer by layer of the onion\u2014build the brand, layer by layer, and what\u2019s important to you is different than what\u2019s important to Ann or what\u2019s important to Bob. What are the layers that people value? What the Chick-fil-A journey allowed me and my team to do was not just focus on the sandwich and the food, but other layers that made the Chick-fil-A experience valuable to them and made their day, their story richer.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> I look at my grandkids, who dress up as cows, go into Chick-fil-A to get their free food\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Not every day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann: <\/strong>\u2014not every day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Just a cow appreciation day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> They want to do it every day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> There\u2019s a part of me that thinks, \u201cI wonder if they think a cow is a chicken.\u201d [Laughter] It doesn\u2019t even make sense. How did you come up with that, you and your team?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Again, my team also included a very unique ad agency out in Dallas, TX, called The Richards Group, founded by Stan Richards. We were looking for a great agency, a great creative agency in the mid-90\u2019s and got it down to three finalists, and they\u2019re the ones we selected. We selected them primarily because they had a great creative history. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tThey were the ones that came up with the idea of three-dimensional billboards. And they had two or three really funny concepts that we used. But about nine months into their relationship with us, they shipped us\u2014we weren\u2019t having big fancy creative meetings\u2014they just sent us six or seven new billboard ideas. Our advertising manager had them on my desk one day. When I walked in, they were face down, and I start flipping them over, left to right.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tOf course, I get to the last one. It\u2019s these two cows paying to eat more chicken. [Laughter] I didn\u2019t just giggle; I roared. I absolutely roared. This pot shot at beef in an unassuming, whimsical way, breakthrough use of the medium because up to that point, billboards were just used for \u201cTurn here. Here\u2019s what we\u2019re selling. Here\u2019s the price.\u201d Quite frankly, most of the industry is still doing the same thing.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe ran that board in Atlanta, and it was the summer of the Olympics in Atlanta. Huge hit. Huge buzz in the city. People are calling the office, talking to the operators about it. Quite frankly, in our advertising tracking in Atlanta, it was the only thing that was even registering. Other boards that we had up that showed food and location\u2014nothing.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe ran that board in our top 20 markets that fall. We knew it was a hit when we had two cows stolen off a board in Chattanooga. [Laughter] It got covered by AP wire service and CNN international. We called up the agency, \u201cWe think you\u2019ve got an idea that\u2019s bigger than a billboard idea. Take three months; work on it. What would it look like if the cows were the iconic spokespeople\u2014\"spokesbovine\u201d\u2014for Chick-fil-A? What would a campaign like that look like? \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> We were driving down to Atlanta on I-75 going to the Olympics in Atlanta when we first saw that sign. I remember pointing it out, laughing out loud, like, \u201cHow creative is that!\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave: <\/strong>I\u2019m a marketing\/advertising major. You didn\u2019t know that, Bob, did you? You thought I just majored in football. [Laughter] That was my major in college. I remember\u2014our kids were little, we were in the mini-van, all strapped in\u2014I looked up and said, \u201cGenius.\u201d Just knowing, seeing it\u2014that\u2019s going to\u2014. And I didn\u2019t know what it\u2019s doing, but you do. Way to go.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> You stop and think. Whether it\u2019s \u201cWhere\u2019s the Beef,\u201d or \u201cHave it Your Way,\u201d or whatever. Those all run a season, and then they\u2019re done. How long have the cows been around?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> When I left, 20 years. They\u2019re still trying to use them.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> That\u2019s a pretty long history for cows in a business.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> You don\u2019t have to worry about them saying anything stupid [Laughter] or making a mistake on social media, either.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Let me ask you about this. When you started with Chick-fil-A in the early 80\u2019s, did you ever imagine that a quick-service restaurant selling chicken would be at the center of a cultural controversy in America?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> No. Not at all. I have a lot of thoughts which I unpack as I look back. First of all, I never thought I\u2019d be part of the journey that would result in a brand so popular that people, at least some people, can\u2019t see themselves living without it. That\u2019s the marketer\u2019s ultimate dream.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tBut bigger than that, I never thought I\u2019d have a career where I could have this healthy balance and tension between being a marketing professional and being a believer where I had the opportunity to express my faith, not so much in what I said, but in what I did, in how I made decisions, what I valued, how I treated people. Quite frankly, Truett was my role model.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tTo have that kind of opportunity and then see the kind of talent that culture attracted. I was surrounded by some of the brightest people anywhere in marketing, and in the city of Atlanta, which has a whole bunch of Fortune 100 companies, some of the brightest talent anywhere. Yet all completely in lockstep with a purpose and the mission of the business. Because of the purpose of the business, a high passion level\u2014and high energy level, because for most of us, it was also an expression of our own personal missions.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI had never dreamed of this kind of experience, and I wasn\u2019t going to write a book. I went back to the office occasionally because I was on the board for three years. I just rolled off. I would do these small sessions of Q and A with staff members. I realized that the vast majority of them didn\u2019t know the crucial milestone stories of the business. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tSo, I had the unique position, I thought\u2014and I had several people encourage me to do a biographical story of the brand. I couldn\u2019t separate that from my story and Truett\u2019s story, so the book is written\u2014really the front third of the story is Truett\u2019s story and my story in parallel. Then we meet. Then the story unfolds through Chick-fil-A. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> There\u2019s so much in here that\u2019s fascinating from a consumer level, from a leadership level, from a marketing level, like you talked about Dave. I keep coming back and thinking\u2014there\u2019s a business book out, and I think the title of it is <em>Culture Eats Strategy for Lunch.<\/em> \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> Yes.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> I just think about being parents and having a home, and we talk a lot about moms and dads being purposeful and intentional, and you need to be strategic as you raise your kids. We\u2019re not saying strategy is wrong. If you don\u2019t have a strategy, there something is wrong. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tBut at the end of the day, what\u2019s going to matter most around your house\u2014in your family, in your marriage\u2014is the culture you create. It\u2019s what the kids see. It\u2019s your values being expressed and lived out in your marriage and in your family. That does eat your strategy for lunch.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Dave:<\/strong> That\u2019s what I wanted to end with. Steve, let\u2019s get personal. How did you live out all you learned at Chick-fil-A as a husband and as a dad? You\u2019ve got 45 seconds. [Laughter]\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve: <\/strong>I took a lot of cues from the corporate purpose. I\u2019m glad they came early in my career there. I went from secular business environment to that culture and that crisis that literally drove us to our knees in that hotel room to write the corporate purpose. It transformed not only the business. It transformed my life. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI made up my mind\u2014that purpose worked for me. Diane agreed. Transformational spiritual moment for me was Malachi 3:8-12. Quite frankly, money was a stumbling block for me\u2014how I looked at money and how I looked at giving and stewardship.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tGod used that in a mighty way. Through Chick-fil-A over time, I actually grew very, very fond of\u2014which melded well with Diane, because she is more than fond; she\u2019s passionate\u2014of giving. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tTruett was a giver. One of the most powerful things I remember in an early executive committee meeting\u2014I looked at one of the business profit and loss statements. I looked down towards the bottom of the sheet, and here\u2019s this contribution line. It was almost exactly ten percent of the net cash flow. He was tithing the business. They still tithe the business. Now most of it goes into three foundations.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI can\u2019t separate my experience at Chick-fil-A from the way it shaped my life. I\u2019ve asked my kids. I\u2019ve said, \u201cOK. What have mom and I done that\u2019s either encouraged you or discouraged you in your Christian walk? What do I need to confess?\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Ann:<\/strong> That\u2019s a good question.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve: <\/strong>I\u2019ve asked them recently. They\u2019re grown adults. Both of them have basically said, \u201cYou have nothing\u2014\u201d It\u2019s hard for me to say. We just watched. Kids pay attention. They know whether you cherish each other. They know how you\u2019re spending money. They know what\u2019s important on your calendar. My kids turned out pretty good. Praise God for that. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Because culture\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Steve:<\/strong> \u2014matters\u2014\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> \u2014matters. At home, in a business, wherever. Steve, thank you. Thanks for sharing this story. I feel like we need to do about 12 more episodes. I want to know what happened to the carrot slaw, and I want to know why the sweet potato fries didn\u2019t work. [Laughter] I have so many questions that I\u2019m sure so many do. We\u2019ll save that for another day.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tLet me just say again, for those who are thinking, \u201cDid Chick-fil-A somehow sponsor these last two days of <em>FamilyLife Today<\/em>? Sounds like you guys are doing a commercial for Chick-fil-A.\u201d We love Chick-fil-A. More than Chick-fil-A, we love the principles on which the company is built. Steve, you capture the culture that built that company in your book <em>Covert Cows and Chick-fil-A: How Faith, Cows, and Chicken Built an Iconic Brand.<\/em> \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe\u2019ve got that book in our FamilyLife Resource Center. Go online to order your copy of the book or call 1-800-FLTODAY. Again, the website is FamilyLifeToday.com, or call 1-800-358-6329. That\u2019s 1-800-\u201cF\u201d as in family, \u201cL\u201d as in life, and then the word, \u201cTODAY.\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe have Chick-fil-A fan David Robbins, the President of FamilyLife, joining us here today.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>David:<\/strong> The number one combo, no butter and Diet Dr. Pepper.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> You\u2019ve got the app, right?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>David:<\/strong> I do, I do. I use it. They treat kids right, you know? It\u2019s a good place for Meg and I. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> It is.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>David:<\/strong> This is a really powerful conversation. It\u2019s not because I want to run my home like a Chick-fil-A although I would take my kids saying, \u201cIt\u2019s my pleasure,\u201d a little more often from time to time. It reminds me of the core idea that pertains to all I hope to be as a Jesus follower, as a husband, and things I want to pass on as a father. It\u2019s the importance of culture that\u2019s forming in our family. It\u2019s forming every day. It\u2019s getting passed on.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tCulture is that intangible collection of ideas and habits that silently answers the questions, \u201cWhat is most valuable? What should I do in this situation? What should I steer clear of?\u201d\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tThis conversation challenges me to take stock and evaluate about the culture in my home, in my family, in this season\u2014not in the past season, but right now. There\u2019s no doubt\u2014I\u2019m going to train my kids around certain boundaries and different behaviors\u2014but what are they silently picking up on what it means to be a Robbins? What do we pursue? What do we stand <em>for<\/em>? What do we stand <em>against<\/em>?\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tLike Steve said, culture is caught. I feel like I\u2019m driving home today going, \u201cWe\u2019re doing all sorts of things, but what type of culture are we intentionally creating?\u201d I\u2019m so grateful for Steve Robinson serving as the chairman of the FamillyLife board. I catch things like this from him all the time. He\u2019s such an inspiring friend to me.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> He has been a great friend to this ministry for many years, and we are grateful for him.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI\u2019ll put in the order, and we can head over to Chick-fil-A here when we\u2019re done.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>David:<\/strong> Let\u2019s go. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>Bob:<\/strong> Thanks, David. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tLet me remind listeners before we\u2019re done here today. We have a lot of listeners that are taking part in FamilyLife\u2019s \u201cStronger Forever\u201d workout plan for couples this summer to build stronger, healthier marriage relationships. I think one of the reasons why so many couples have signed up for this is because <em>one<\/em> couple\u2014among all those who have signed up and downloaded the workout guide we\u2019ve created\u2014one couple is going to be joining us on the 2020 <em>Love Like You Mean It<\/em>\u00ae marriage cruise. This happens in February, Valentine\u2019s week of 2020. The cruise is now almost sold out, but we saved a cabin for one couple.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tIf you want to be eligible, maybe win that cabin, along with round-trip air fare to join us on the cruise, go to FamilyLifeToday.com and download the \u201cStronger Forever\u201d workout plan. There is no purchase necessary to enter. The contest began back on July 1<sup>st<\/sup> of 2019. It ends on August 30<sup>th<\/sup>, 2019. Official rules can be found at FamilyLife.com\/strongerforever. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tTomorrow we are going to talk about a missing ingredient in parenting that can make a huge difference as you raise your children. Sam Crabtree joins us to explain what that missing element is. We hope you can tune in for that. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tI want to thank our engineer today, Keith Lynch, along with our entire broadcast production team. On behalf of our hosts, Dave and Ann Wilson, I\u2019m Bob Lepine. We will see you back next time for another edition of <em>FamilyLife Today<\/em>. \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<em>FamilyLife Today<\/em> is a production of FamilyLife of Little Rock, Arkansas; a Cru<sup>\u00ae <\/sup>Ministry. Help for today. Hope for tomorrow.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<strong>\u00a0<\/strong>\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tWe are so happy to provide these transcripts to you. However, there is a cost to produce them for our website. If you\u2019ve benefited from the broadcast transcripts, would you consider <a href=\"http:\/\/wp-stage.familylife.com\/www\/donate\">donating today<\/a> to help defray the costs?\u00a0 \n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\tCopyright <sup>\u00a9<\/sup> 2019 FamilyLife. All rights reserved.\n\t\t\t<\/p>\n\t\t\t<p>\n\t\t\t\t<a href=\"http:\/\/wp-stage.familylife.com\/www\/\">www.FamilyLife.com<\/a>\u00a0 \n\t\t\t<\/p>\n\t\t\t\n\t\t\t\t<p>\n\t\t\t\t\t1\n\t\t\t\t<\/p>","theme_header_position":"","post_header_is_sticky":"","is_header_overlay":""},"_links":{"self":[{"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/podcast\/305220","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/podcast"}],"about":[{"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/types\/podcast"}],"author":[{"embeddable":true,"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/users\/91"}],"replies":[{"embeddable":true,"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/comments?post=305220"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/media\/294104"}],"wp:attachment":[{"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/media?parent=305220"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/categories?post=305220"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/tags?post=305220"},{"taxonomy":"podcast_series","embeddable":true,"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/podcast_series?post=305220"},{"taxonomy":"cwp_profile","embeddable":true,"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/cwp_profile?post=305220"},{"taxonomy":"series","embeddable":true,"href":"https:\/\/wp-stage.familylife.com\/www\/wp-json\/wp\/v2\/series?post=305220"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}