Key Thought
Culture is fragile. It’s not built once and left alone—it’s shaped daily by the attitudes, actions, and mindsets of its leaders. Sometimes, even the leader with the strongest vision can lose their way. I know because I did.
When Everything Falls Apart
Our vision at Chick-fil-A University Avenue is what unites us. It’s not just words on a wall. It’s a blueprint that drives our decisions and anchors us through chaos. At the core is our mission:
“To be the most positively remarked about restaurant in West Des Moines and everywhere we sell Chick-fil-A.”
And our Ultra-Purpose fuels that mission:
“We’re not only here to sell chicken; we’re here to make a difference in the life of every team member and guest…”
What happens when it feels like none of that is working?
Following our major renovation, we reopened in November 2024 with high hopes and a fully staffed team. What greeted us wasn’t excitement—it was silence. The guests didn’t return as we expected. Sales plummeted. Equipment failed. Trucks broke down. People quit. The winter came hard and cold—literally and figuratively.
At one point, a Support Center staff member informed us that we had experienced the second-worst reopening in Chick-fil-A’s history. It’s not exactly the record you want to break.
And with each passing week, the pressure mounted. Our HVACs failed. The food wasn’t hot. Our people weren’t smiling. Our systems were overloaded, our finances were tight, and my emotional tank hit empty. I was praying. Fasting. Seeking advice. Still, nothing seemed to change.
The Breaking Point
I’m usually great in a crisis. I thrive on pivoting, rallying the team, and finding solutions. This time? I was losing myself. I couldn’t see the way out. My confidence cracked. My passion dulled. I felt like I had let everyone down—my team, my family, even myself.
The Wake-Up Call
Then came two divine nudges:
A conversation with my Operator friend, Nick Dose, who reminded me I wasn’t alone.
A book I devoured on a flight home: Unstuck by Randy Gravitt.
That book hit me hard—in the best way. It reminded me that leadership isn’t about never struggling. It’s about not staying stuck.
So, I apologized to my team. I owned my own moments of negativity and pressure-filled reactions. I asked for their grace and re-centered us on the vision we built our business on. The fog lifted. Slowly, the energy returned. My faith was renewed. Our systems reset.
Rebuilding from the Inside Out
We realigned our focus. We budgeted differently. We simplified what wasn’t working. And above all—we got intentional again. We asked: Does this support our mission and Ultra-Purpose?
Soon, our team’s spirit reignited. The scores started climbing. Breakthroughs came. And the culture we feared was slipping away started to come back to life.
I Almost Killed Our Culture
And it nearly happened quietly—while I was buried under pressure. By God’s grace, I found my way back. If you’re reading this and you feel like you’ve lost your edge, your drive, your joy… you’re not alone. This doesn’t have to be the end of your story.
Challenge & Call to Action
Have you ever been the accidental culture killer?
It’s easy to blame the storm. Take a moment to reflect:
Are you leading from your vision—or just reacting to problems?
Are you still showing up with passion—or just showing up?
Are your people reflecting a culture you’re proud of?
Drop a comment: How are you turning your story around?
And if this post reminded you of someone else who needs to hear it—share it. It might be the nudge they need.
Next Up: How to Keep the Flame Alive – Avoiding Culture Drift in the Day-to-Day
“But as for you, be strong and do not give up, for your work will be rewarded.”
—2 Chronicles 15:7 (NIV)