Key Thought
Culture drift doesn’t happen overnight—it happens when leaders get distracted, team experiences go unexamined, and the original vision fades into the background. The solution? A culture map that keeps everyone focused on the same destination.
If We Promise a Brighter Future—We Need a Map to Get There
Every team member who walks through our doors is stepping into more than a job—they’re stepping into a journey. And if we’ve promised them a brighter future, then we owe them more than good intentions. We owe them a plan.
That plan starts with intentionally mapping out the full team member journey—from the moment they hear about Chick-fil-A University Avenue to the day they leave (and hopefully brag about their experience for years to come).
We’ve designed our team member journey to create remarkable experiences at every stage. Not just because it’s good business—but because it’s the right thing to do. We’re called to leave people better than we found them, no matter how long they’re with us.
Here’s what that looks like in action:
The Journey Map — Built to Deliver on Our Ultra-Purpose
AWARENESS
This is the top of the funnel. It’s where potential team members are first introduced to our culture.
- Partner with MP Digital for SEO & digital reach
- Promote culture through social media & storytelling
- In-store Grow U. wall and Workstream visibility
- Referral incentives (because great people know great people)
APPLICATION
This is where curiosity turns into action.
- Grow U. Online Application
- Recruiting Plan aligned with our brand voice
- Organized Workstream flow for easy follow-through
INTERVIEW
This is where we vet for mission-aligned, value-driven teammates.
- Elite Hiring Process
- Talent Scorecard + HR Scorecard
- Use of Availability Tracker to ensure right-fit hires
ONBOARDING
This is the welcome mat—and first impressions really matter.
- Orientation that reflects our vision and values
- First-day tour and team gift
- Relational touchpoints to build trust early
TRAINING & DEVELOPMENT
This is where growth begins.
- Pathways Training Program
- Jolt System and Talent Development Modules
- Safety and security training to protect our people
DAILY JOB EXPERIENCE
This is where the rubber meets the road—and where culture is either reinforced or forgotten.
- Culture Plan (more on this in our next post)
- Cluck Buck Rewards
- Business Focus Scorecard
- Daily communication through Group Chat to build connectedness
EVALUATIONS
This is where we course-correct, realign, and develop.
- Periodic Reviews
- Leader Self-Reviews
- Consistent one-on-one check-ins
DEPARTURE
This is our final impression. Let’s make it count.
- Exit interviews that lead to better systems
- Parting gifts that say: “You mattered here.”
We won’t break down every tool and system here—but this overview shows that we’ve put real thought into how our people experience our restaurant. Whether someone is with us for 10 months or 10 years, our goal is the same: to make their time with us transformational. We want them to leave not just with skills and memories, but with a transformed perspective and a set of values that they can carry with them for the rest of their lives.
And that starts with a map.
The Danger of Drifting
Without intentional rhythms and roadmaps, even the strongest cultures can drift. The day-to-day hustle is real, and it’s easy to get caught reacting instead of leading.
When we have a clear plan—when every stage of the team member experience is intentional—we not only keep the flame alive… we pass it on. We raise up leaders. We leave people better than we found them.
Challenge & Call to Action
Does your team have a clear map?
To prevent culture drift, start by mapping out your team members’ journey. Then ask:
- What’s remarkable about each stage?
- What’s forgettable (or even frustrating)?
- How can we turn everyday moments into opportunities for care?
Start small. Pick one stage of the journey to improve this week. Because every step matters—and intentionality is what fuels culture that lasts.
Next Up: How Our Culture Plan Shapes the Daily Experience of Our Team Members
“Look carefully then how you walk, not as unwise but as wise, making the best use of the time…”
—Ephesians 5:15–16 (ESV)