Book Review: Bet on Talent: How to Create a Remarkable Culture that Wins the Hearts of Customers, by Dee Ann Turner
Dee Ann Turner spent 33 years working in the corporate office of Chick-fil-A. The last 17 years were spent as the Vice President of Talent, where she was a key leader in creating and sustaining the remarkable culture that is the guiding force of Chick-fil-A’s success. She has taken her years of experience and poured them into Bet on Talent: How to Create a Remarkable Culture that Wins the Hearts of Customers, where she explains the importance of “selecting and growing talent and creating a healthy, compelling, even remarkable culture in an organization.”
As she explains in the introduction,
This book is full of both principles and stories. Remarkable cultures are created and nurtured through the power of stories. This book will describe to you how to conduct an effective behavioral interview, and it will explain the steps to giving feedback and being an influential mentor. It will also educate you on the essential elements of a remarkable culture and how to inspire your organization to be willing to do the hard work to attain one. Remarkable cultures are based on timeless principles, and those principles, like ancient truths, are conveyed through the power of stories that contain them.
The book explains the importance of servant leadership and how leaders must model the qualities that want to develop in their employees. It stresses not only the importance of hiring the right people and making sure their gift mix fits the need within the organization, but also training employees to be effective and giving them feedback. Rather than putting the customer first, the author stresses putting your employees first. If you have the right people and trained them in the right values and methods, they will meet the needs of the customers.
The bulk of the author’s examples come from her years of experience working for Chick-fil-A. She also includes examples from other organizations and industries. She also weaves in biblical principles along with her stories and examples. While the concepts and principles are transferable, I kept having to think about how I would implement them in my setting since I don’t work in the fast food, quick service industry.
Disclosure: I received this book free from Baker Books through the Baker Books Bloggers www.bakerbooks.com/bakerbooksbloggers program. The opinions I have expressed are my own, and I was not required to write a positive review.