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Praise for It’s My Pleasure

Dee Ann Turner publicly reveals for the first time the core DNA of Chick-fil-A’s people selection process, which is the fundamental reason weare recognized among the top ten brands in customer service, across all industries.

Dan Cathy
Chairman, President and CEO, Chick-fil-A

Now there is an excellent response when people ask, “Why are customers so fanatically loyal to Chick-fil-A?”Go to someone who knows and take a look from an insider’s viewpoint; read Dee Ann Turner’s book It’s My Pleasure.

Jimmy Collins
Former President/COO, Chick-fil-A, Inc.
Author of Creative Followership: In the Shadow of Greatness.

This is one of those rare books that contains such deceptively simple wisdom that you’ll wonder “why doesn’t every company do this?”

Patrick Lencioni
President, The Table Group
Author of The Five Dysfunctions of a Team and The Advantage

I love Chick-fil-A! The culture is a model for how to create great results for your people and your guests.Read Dee Ann Turner’s It’s My Pleasure and get your organization headed in the right direction.

Ken Blanchard
Chief Spiritual Officer, The Ken Blanchard Companies
Co-Author of The One Minute Manager and Leading at a Higher Level

The Chick-fil-A culture is one that inspires above and beyond performance in all they do to serve their customers. The company’s model of excellence begins with their team and Dee Ann Turner’s leadership has been an integral part of its success.

Paul Bowers
Chairman, President and Chief Executive Officer of Georgia Power

Every business owner, every leader, and every future leader who wants to lead well and create a thriving culture must read this book. It’s My Pleasure is a thoughtful blueprint of how to build and sustain a healthy culture. Filled with timeless principles, engaging stories and wise counsel, Dee Ann Turner has created the must have book for leaders.

Alli Worthington
COO of Propel Women
Author of Breaking Busy

Many people love and admire Chick-fil-A. This is a closer look at ‘why.’ Enjoy and be enriched!

Dr. Henry Cloud
Author of Boundaries: When to Say Yes, How to Say No to Take Control of Your Life

Creating and sustaining the right culture is a significant challenge for organizations. Dee Ann Turner is an engaging storyteller who offers practical wisdom on how leaders can create their own winning cultures by using the systems and principles used by Chick-fil-A. Turner’s book is a great read that I highly recommend and plan to implement into the business and leadership curriculum at our university.

Dr. Kathryn Crockett,
Program Coordinator MS in Leadership
Professor of Management and Leadership
Lubbock Christian University

In her book It’s My Pleasure, Dee Ann Turner reminds us that people decisions are the most important ones you make. She believes that “who you take along on your journey” will determine your success. Complimentary cultures rooted in similar organizational values have been the hallmark of our successful partnership for nearly 15 years. It has been “Our Pleasure” to partner with Chick-fil-A to provide high-quality childcare for 350 children at their corporate campus. I can’t think of a better example of their commitment to caring for their employees personally than to care for their employees’ children.

Mary Ann Tocio,
President and Chief Operating Officer, Bright Horizons

Dee Ann Turner takes us inside of Chick-fil-A’s culture and introduces us to a company that cultivates the talents and dreams of its people. This is an inspiring read about the intentionality of investing in excellence. Chick-fil-A seeks to demonstrate integrity, generosity, and loyalty at all levels of leadership and customer service.

Gary Haugen
President of International Justice Mission
Author of The Locust Effect

Every organization had its own unique culture and Chick-fil-A is no different. Dee Ann Turner has described the experiences and foundational elements that drive the success of Chick-fil-A and shape this culture. While your work environment may be different there are nuggets of learning for everyone.

Coretha Rushing
SVP, Chief Human Resource Officer. Equifax, Inc.
former EVP, Chief Human Officer
The Coca-Cola Company

It’s My Pleasure is wonderful. It’s easy-to-read, conversational tone is written with clear purpose, and is filled with stories that illustrate each guiding principle. As an HR leader, I welcome her thoughts on how best to build a much-admired organization, beginning with hiring for character, competency and chemistry. HR leaders take note – this is a book to read and to share with your staff. You’ll be glad you did!

Nancy Vepraskas
SVP of HR, United Way of Greater Atlanta,
President of P2Excellence.

Chick-fil-A has set the standard for the ultimate in customer service and its success has shown the results. How it was accomplished is told in this book in a way that businesses of all types can benefit. Wonderful, inspiring and well written; I thoroughly enjoyed reading it.

Kenneth H. Cooper, MD, MPH
Founder and Chairman
Cooper Aerobics

Dee Ann Turner is authentic, compelling and insightful. Whether for business or personal relationships, It’s My Pleasure is a must-read book for anyone who wants to succeed.

Kathrine Lee
Life and Business Strategist,
Founder of the Pure Hope Foundation



Inside It’s My Pleasure

Businesses are built by growing relationships with customers. Culture is created by the stories those relationships tell. Two of the most important differentiators of a business are its talent and its culture. Talent energized by a compelling culture will drive organizational success and provide innovative growth opportunities for both the business and the individual. Based on her more than thirty years at Chick-fil-A and her experience serving as the Vice President, Corporate Talent, Vice President, Talent and Vice President, Human Resources, Dee Ann Turner shares how Chick-fil-A has built a devoted talent and fan base that spans generations. It’s My Pleasure tells powerful stories and provides practical applications on how to develop extraordinary talent able to build and/or stimulate a company’s culture.

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Available via iBooks, Audible or Kindle.


Table of Contents

  • Foreword by Dan Cathy, CEO, Chick-fil-A
  • Introduction
  • The Essence of a Compelling Culture
  • Creating a Compelling Culture
  • Building a Team That Creates a Compelling Culture
  • Select Talent
  • Sustain Talent
  • Steward Talent
  • When You Must Say “No”
  • What You Get for What You Give
  • Growing a Compelling Culture Among Your Team
  • Consider Your Calling
  • Practice Servant Leadership to Strengthen the Culture
  • Nurture an Abundancy Mentality to Strengthen the Culture
  • Facilitate Opportunities to Strengthen the Culture
  • Leverage Loyalty to Strengthen the Culture
  • Cultivate Commitment to Strengthen the Culture
  • Foster the Dreams of Employees to Strengthen the Culture
  • Engaging Guests in a Compelling Culture
  • Treat Everyone with Honor, Dignity and Respect
  • Authentically Demonstrate “It’s My Pleasure!”
  • Make Second-Mile Service Second Nature
  • Create Remarkable Experiences
  • Conclusion
  • Acknowledgment