Bet on Talent, Dee Ann Turner

Recently at the gym where I work out, three new trainers came on board. I’m used to working out with trainers who have been there for a while, so there was a noticeable difference in skill levels. I’m not sure that I would have hired all of them, and in conversation one day, a comment was made that has stuck with me. “The person who hired them saw something in them that you’re not seeing”.  So, I went to that hiring official to see what it was. And it was simple: they’re teachable, and willing to learn. We have a culture that we want all of our trainers to embrace, and if they come in convinced that they already know how to do things, we have problems.

                As I read Dee Ann Turner’s book Bet on Talent: How to Create a Remarkable Culture that Wins the Hearts of Customers (Baker Books, 2019). I began to understand. This is Turner’s story of over 30 years at Chick-fil-A. After she had applied more than once, someone took a chance and offered her a job. She started working in the corporate office, and worked her way up to become the first female vice president of the company.

                The book is full of practical tips for creating that culture for your business that leaves your clientele so satisfied that they want to come back again and again. Although most of the anecdotal it material comes from Chick-fil-A, she also gives credit to other companies from whom she has learned.

                But the bottom line is that it pays to bet on talent. Bet on talent, and then mentor them and train them to fit the company culture. There’s a big difference between compliance and commitment, and Turner offers several examples of how a culture of commitment is more beneficial to your business than is a culture of compliance.

                Although it may seem that this book is geared to CEOs and franchise owners, there are certainly lessons that anyone in management can and should learn. I plan to pass on this book to a friend who was recently promoted to a management position.

                I received a copy of this book from the publisher as a part of their bloggers’ program.

                4/5