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Bet on Talent: How to Create a Remarkable Culture That Wins the Hearts of Customers
When it comes to running a business, the most important decisions a leader makes are not about products or locations--they're about people. For the past 33 years, Dee Ann Turner has been recruiting, training, and retaining some of the best employees in the restaurant business. Now she's ready to share her secrets on how to build, sustain, and grow an organizational culture that attracts world-class talent and consistently delights customers, no matter what your industry.
In Bet on Talent , Turner shows you how to
- create a remarkable company culture
- select, sustain, and steward talent
- nurture internal relationships
- create company loyalty that leads to customer loyalty
- instill the practice of servant leadership within your organization
- treat everyone with honor, dignity, and respect
- and much more
In Bet on Talent , Turner shows you how to
- create a remarkable company culture
- select, sustain, and steward talent
- nurture internal relationships
- create company loyalty that leads to customer loyalty
- instill the practice of servant leadership within your organization
- treat everyone with honor, dignity, and respect
- and much more
224 pages, Hardcover
First published September 1, 2019
77 people are currently reading
982 people want to read
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Displaying 1 - 30 of 33 reviews
September 3, 2019
I first heard of Dee Ann Turner when I read her book "It's My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture." While this book is out of print, I am grateful for BakerBooks picking it up. Whoever signed that contract should get a raise. If the quotes and recommendations on the back of the book, or the forward by Lencioni, don't sell it, let all the reviews clue you in. Buy this book now!
Here's what I like (why I think you need this book in your head, heart and on your shelf):
- Dee Ann brings her expertise (genuine expertise--not today's "I'm going to self-publish" type expertise) to the table and holds nothing back.
- Learn the basics needed for a remarkable culture
- Learn what you'll need in place to create that remarkable culture
- Learn how to enable others to build that culture with you
- Learn how to teach your team how to build that culture within themselves
- and see it poured out into the people you serve
This is not a "magic book." It is a genuine, loaded tool chest* with full instructions on how to use each tool. What good is handing someone a Dremel if they don't know how to use it? *(note the size difference between a tool chest and a tool box.)
Honestly, there are too many quotes to put in the review; just search #BetOnTalent and you'll come across many.
What did I not like? (This is strictly opinion and has nothing to do with the quality of information in the book.)
As an avid reader and writer, I could tell some of the places that were from the original book and what was added content. Honestly, I think it was just Dee Ann coming into her own and getting comfortable with the flow. (You know when you're nervous and just start talking when really you should just feel out the room a little first to get comfortable?) Some of the stories in the beginning could have been left out and the message of the other example(s) would have proven the point clear enough. That being said, the points she was trying to expound upon are still utterly true and on point.
Bet On Talent is a 5 star book that will reside both on my shelf (so I can give it away if need be) and marked up and highlighted on my Kindle. Happy Reading and best wishes for your team as you grow--because with this book on hand, you can't help but grow.
Here's what I like (why I think you need this book in your head, heart and on your shelf):
- Dee Ann brings her expertise (genuine expertise--not today's "I'm going to self-publish" type expertise) to the table and holds nothing back.
- Learn the basics needed for a remarkable culture
- Learn what you'll need in place to create that remarkable culture
- Learn how to enable others to build that culture with you
- Learn how to teach your team how to build that culture within themselves
- and see it poured out into the people you serve
This is not a "magic book." It is a genuine, loaded tool chest* with full instructions on how to use each tool. What good is handing someone a Dremel if they don't know how to use it? *(note the size difference between a tool chest and a tool box.)
Honestly, there are too many quotes to put in the review; just search #BetOnTalent and you'll come across many.
What did I not like? (This is strictly opinion and has nothing to do with the quality of information in the book.)
As an avid reader and writer, I could tell some of the places that were from the original book and what was added content. Honestly, I think it was just Dee Ann coming into her own and getting comfortable with the flow. (You know when you're nervous and just start talking when really you should just feel out the room a little first to get comfortable?) Some of the stories in the beginning could have been left out and the message of the other example(s) would have proven the point clear enough. That being said, the points she was trying to expound upon are still utterly true and on point.
Bet On Talent is a 5 star book that will reside both on my shelf (so I can give it away if need be) and marked up and highlighted on my Kindle. Happy Reading and best wishes for your team as you grow--because with this book on hand, you can't help but grow.
October 16, 2024
Started this book with my team at Chick-fil-A before I changed jobs.. here I am 6 months later finally finishing it! If you are in a role that deals with people, especially any type of recruiting, Turner gives lots of insight into the Chick-fil-A recruiting and talent building model. She uses lots of real life stories and examples that give great ideas for how to make it personal. 4/5 for a professional development book!
September 7, 2019
I have often said that there is no organizational culture that I respect more than that of Chick Fil-A. Over her thirty years at Chick Fil-A, Dee Ann Turner had a lot to do with their remarkable culture. In this helpful book, Turner shares both principles and stories. She shares the principles she learned, practiced, and taught about creating and growing a remarkable culture and selecting and developing extraordinary talent in her role as vice president of human resources and later vice president of Talent at Chick-fil-A. She shares stories about how people working in remarkable cultures can build brand loyalty by providing remarkable customer experiences, and gives you practical steps to follow to grow a remarkable culture in your organization.
Turner writes that because people decisions are the most important decisions a leader makes, they can be game changers for the culture and the organization. If you want to transform a culture or increase the competitive advantage, you should bet on talent. It’s high risk when you make the wrong decision, but it’s high reward when you make the right one. She writes that the people decisions that you make—the people you choose to select and the people you choose not to select, grow, and develop—will directly impact the culture of your organization, either positively or negatively.
She writes about the importance of leaders when she tells us that changes in any culture begin at the top of the organization when the leadership intentionally encourages and serves those within the organization. Strong, healthy organizational cultures don’t just happen. They are neither accidental nor unintentional. Someone must create that kind of culture or transform an existing culture. The driving force behind such a strong culture is an individual or group of individuals who share a common vision for the future.
She compares remarkable cultures with toxic cultures. Remarkable cultures go above and beyond the requirements of consistently perfect products. The delivery of those products and services is what distinguishes a culture as remarkable. Toxic cultures on the other hand, are known for poor service and poor performance. Organizations with remarkable cultures are led by effective leaders. Those with toxic cultures are managed by bad bosses. Culture is most healthy when there is a balance between rules and principles. Organizations should require and enforce rules when absolutely necessary, but when judgment can be exercised, they should allow for the application of principles. Compliant cultures are smothered by rules. Committed cultures are cultivated with principles.
Turner gives this helpful recipe for your organizational culture: Why (Purpose) + What (Mission) + How (Values and Guiding Principles). A remarkable culture begins with a clear and meaningful purpose for existing. In other words: Why are you in business? The next step to growing a remarkable culture is to establish a challenging mission. What are you in business to do? Determining core values is the next crucial decision necessary to create a remarkable culture. These values are the fundamental beliefs that inform decisions, actions, and behaviors, and they rest at the heart of the culture. Core values answer these key questions: What do we believe in? What experiences in our organization indicate that these are our beliefs? How are these beliefs demonstrated within the organization? Remarkable cultures possess guiding principles. These principles provide the organization clarity and focus because everyone understands what they do, why they do it, and how they do it.
The author discusses the importance of integrity, which is doing what you say you will do, when you say you will do it, and how you say you will do it. Integrity is doing what is right even when it is hard. Leaders with integrity strive to fulfill purpose and mission.
Turner shares steps on selecting the right talent, focusing on character, competency and chemistry. Once selected, effective on-boarding sets them up for success starting day one. Once you select talent, you want to retain, or better yet, sustain your talent. Sustained talent is engaged and is a competitive advantage.
I appreciated the section on the book on providing feedback. Turner writes that the kindest thing you can do for someone is tell the truth. This is especially true when providing feedback.
Turner discusses the value of making mistakes in a remarkable culture. She writes that most forward-thinking organizations value innovation, but the only way to cultivate innovation is to allow employees the freedom to make mistakes and fail. Organizations with toxic cultures often determine failures to be fatal. Organizations with remarkable cultures realize mistakes often propel them to new levels of success when they incorporate failure into the learning process. She tells her team that it is OK to make mistakes. Their goal is to be sure not to make the same one twice.
While organizations tend to focus on their emerging talent, Turner tells us that organizations that invest both in emerging leadership and seasoned leadership will clearly create the most competitive workforce to win in the marketplace.
Two of my favorite sections of the book were on calling and servant leadership. She tells us that our calling is the purpose to which we devote ourselves for a lifetime. A calling is not something you do, but it is something you fulfill. She writes that Jesus set the ultimate example of servant leadership. Jesus taught that whoever desires to become great must first become a servant. Servant leadership means putting others before yourself. A commitment to servant leadership permeates a remarkable culture.
She discusses the importance of loyalty and mentoring in a remarkable culture. Loyalty is a two-way street. Employees will often be as loyal to you as you are to them. Loyalty inspires people to demonstrate loyalty. She encourages organizations to invest in mentoring, which is critical to growing the leadership talent in the organization that sustains the culture of the organization. Mentoring is not a one-way street. There’s something in it for everyone who takes the time to invest in others. Mentors often learn a great deal from the mentees in which they invest.
I thoroughly enjoyed this helpful book about creating a remarkable organizational culture. You can use the principles, which are brought to life with inspiring stories, to transform the culture in your organization.
Below are 30 of my favorite quotes from the book:
1. If culture is the soul of the organization, then the purpose is the heart of it, for what unites an organization is a common purpose, a reason for existence.
2. There may be no greater role or responsibility for the top leader than ensuring that the culture remains healthy.
3. If we want to achieve something, whether it’s a personal record in an athletic event, an annual team goal, or an organizational performance goal, we have to know where we are going and monitor our process for getting there. When we do this effectively, there is no limit to our achievements and our ability to fulfill our mission.
4. For a core value to have credibility, leaders have to consistently demonstrate it.
5. Excellence in the details and in small things leads to excellence in greater and bigger things.
6. When leaders provide people with the generosity of their time and influence, they often equip those people to better provide for themselves; then, those recipients of generosity can become more generous too.
7. Organizations that identify, commit to, and continually affirm their guiding principles strengthen the foundation upon which decisions are made regardless of changes in strategy, core work, and even leadership.
8. Leading a successful organization requires an intentional focus on culture every single day. Without intentionality, culture slowly begins to erode.
9. If you select the right people, again and again, the collection of the character, competency, and chemistry of those people will develop and strengthen the culture over time.
10. Organizations that invest a lot in the culture understand that people decisions are the most important decisions a leader makes.
11. Outstanding companies are created by selecting extraordinary talent.
12. In order to create, strengthen, and grow a remarkable culture, focus on every people decision, ensuring that each selection matches your culture and organizational goals.
13. Think of the difference between hiring people and selecting talent this way: We hire people for jobs. We select talent to grow our leadership bench and prepare for the future.
14. Character matters, and knowing how someone is likely to approach situations, relationships, and issues should be determined during the selection process.
15. Character counts. Character defines who someone really is. Character is, in fact, the most important thing to look for in selecting talent. People can be taught to do a lot, but if they have poor character, skill and talent will not compensate for the negative impact they can have on an organization.
16. When I was selecting franchisees, at the end of every interview, I always asked myself a question taught to me by a former boss: “Would I want my three children to work for this person?” It’s a simple question that sums up my decision.
17. Unlike a job, which is for a season, a calling will beckon us for a lifetime.
18. There is nothing quite like the feeling of knowing you are doing what you were made to do.
19. A calling is not something you do; it’s something you fulfill.
20. When people find their calling in their work it changes everything, because they change things for the people they serve.
21. Leaders are not called to work; they are not called to fill a position, make money, or use their authority to manage people. Leaders are called to serve.
22. Servant leadership means putting others before yourself.
23. Servant leaders are keenly aware that it is not about them but about people and the organization. They focus on others, not themselves.
24. A servant leader recognizes the tremendous responsibility not only to lead but also to serve those they lead.
25. When we serve others from the heart, starting with our own team, then our team will serve customers and coworkers from their hearts.
26. Remarkable cultures put the needs of others over and above our own needs or wants.
27. Often it is not the failure to deliver that guests remember, but how you react and respond when your products or services have failed to deliver.
28. A quality organization consists of quality individuals who understand that errors are not the expectation, but when they occur, they create opportunities to respond and recover well and to deliver, meet, and exceed previous expectations.
29. When businesses go out of their way to help people, they leave an impression and engage them by creating a lingering emotional connection.
30. Even the smallest acts of hospitality and thoughtful gestures can radically transform a customer’s perception. Customers will not only come back, but they will also be highly motivated to tell others about the experience and the service they received.
Turner writes that because people decisions are the most important decisions a leader makes, they can be game changers for the culture and the organization. If you want to transform a culture or increase the competitive advantage, you should bet on talent. It’s high risk when you make the wrong decision, but it’s high reward when you make the right one. She writes that the people decisions that you make—the people you choose to select and the people you choose not to select, grow, and develop—will directly impact the culture of your organization, either positively or negatively.
She writes about the importance of leaders when she tells us that changes in any culture begin at the top of the organization when the leadership intentionally encourages and serves those within the organization. Strong, healthy organizational cultures don’t just happen. They are neither accidental nor unintentional. Someone must create that kind of culture or transform an existing culture. The driving force behind such a strong culture is an individual or group of individuals who share a common vision for the future.
She compares remarkable cultures with toxic cultures. Remarkable cultures go above and beyond the requirements of consistently perfect products. The delivery of those products and services is what distinguishes a culture as remarkable. Toxic cultures on the other hand, are known for poor service and poor performance. Organizations with remarkable cultures are led by effective leaders. Those with toxic cultures are managed by bad bosses. Culture is most healthy when there is a balance between rules and principles. Organizations should require and enforce rules when absolutely necessary, but when judgment can be exercised, they should allow for the application of principles. Compliant cultures are smothered by rules. Committed cultures are cultivated with principles.
Turner gives this helpful recipe for your organizational culture: Why (Purpose) + What (Mission) + How (Values and Guiding Principles). A remarkable culture begins with a clear and meaningful purpose for existing. In other words: Why are you in business? The next step to growing a remarkable culture is to establish a challenging mission. What are you in business to do? Determining core values is the next crucial decision necessary to create a remarkable culture. These values are the fundamental beliefs that inform decisions, actions, and behaviors, and they rest at the heart of the culture. Core values answer these key questions: What do we believe in? What experiences in our organization indicate that these are our beliefs? How are these beliefs demonstrated within the organization? Remarkable cultures possess guiding principles. These principles provide the organization clarity and focus because everyone understands what they do, why they do it, and how they do it.
The author discusses the importance of integrity, which is doing what you say you will do, when you say you will do it, and how you say you will do it. Integrity is doing what is right even when it is hard. Leaders with integrity strive to fulfill purpose and mission.
Turner shares steps on selecting the right talent, focusing on character, competency and chemistry. Once selected, effective on-boarding sets them up for success starting day one. Once you select talent, you want to retain, or better yet, sustain your talent. Sustained talent is engaged and is a competitive advantage.
I appreciated the section on the book on providing feedback. Turner writes that the kindest thing you can do for someone is tell the truth. This is especially true when providing feedback.
Turner discusses the value of making mistakes in a remarkable culture. She writes that most forward-thinking organizations value innovation, but the only way to cultivate innovation is to allow employees the freedom to make mistakes and fail. Organizations with toxic cultures often determine failures to be fatal. Organizations with remarkable cultures realize mistakes often propel them to new levels of success when they incorporate failure into the learning process. She tells her team that it is OK to make mistakes. Their goal is to be sure not to make the same one twice.
While organizations tend to focus on their emerging talent, Turner tells us that organizations that invest both in emerging leadership and seasoned leadership will clearly create the most competitive workforce to win in the marketplace.
Two of my favorite sections of the book were on calling and servant leadership. She tells us that our calling is the purpose to which we devote ourselves for a lifetime. A calling is not something you do, but it is something you fulfill. She writes that Jesus set the ultimate example of servant leadership. Jesus taught that whoever desires to become great must first become a servant. Servant leadership means putting others before yourself. A commitment to servant leadership permeates a remarkable culture.
She discusses the importance of loyalty and mentoring in a remarkable culture. Loyalty is a two-way street. Employees will often be as loyal to you as you are to them. Loyalty inspires people to demonstrate loyalty. She encourages organizations to invest in mentoring, which is critical to growing the leadership talent in the organization that sustains the culture of the organization. Mentoring is not a one-way street. There’s something in it for everyone who takes the time to invest in others. Mentors often learn a great deal from the mentees in which they invest.
I thoroughly enjoyed this helpful book about creating a remarkable organizational culture. You can use the principles, which are brought to life with inspiring stories, to transform the culture in your organization.
Below are 30 of my favorite quotes from the book:
1. If culture is the soul of the organization, then the purpose is the heart of it, for what unites an organization is a common purpose, a reason for existence.
2. There may be no greater role or responsibility for the top leader than ensuring that the culture remains healthy.
3. If we want to achieve something, whether it’s a personal record in an athletic event, an annual team goal, or an organizational performance goal, we have to know where we are going and monitor our process for getting there. When we do this effectively, there is no limit to our achievements and our ability to fulfill our mission.
4. For a core value to have credibility, leaders have to consistently demonstrate it.
5. Excellence in the details and in small things leads to excellence in greater and bigger things.
6. When leaders provide people with the generosity of their time and influence, they often equip those people to better provide for themselves; then, those recipients of generosity can become more generous too.
7. Organizations that identify, commit to, and continually affirm their guiding principles strengthen the foundation upon which decisions are made regardless of changes in strategy, core work, and even leadership.
8. Leading a successful organization requires an intentional focus on culture every single day. Without intentionality, culture slowly begins to erode.
9. If you select the right people, again and again, the collection of the character, competency, and chemistry of those people will develop and strengthen the culture over time.
10. Organizations that invest a lot in the culture understand that people decisions are the most important decisions a leader makes.
11. Outstanding companies are created by selecting extraordinary talent.
12. In order to create, strengthen, and grow a remarkable culture, focus on every people decision, ensuring that each selection matches your culture and organizational goals.
13. Think of the difference between hiring people and selecting talent this way: We hire people for jobs. We select talent to grow our leadership bench and prepare for the future.
14. Character matters, and knowing how someone is likely to approach situations, relationships, and issues should be determined during the selection process.
15. Character counts. Character defines who someone really is. Character is, in fact, the most important thing to look for in selecting talent. People can be taught to do a lot, but if they have poor character, skill and talent will not compensate for the negative impact they can have on an organization.
16. When I was selecting franchisees, at the end of every interview, I always asked myself a question taught to me by a former boss: “Would I want my three children to work for this person?” It’s a simple question that sums up my decision.
17. Unlike a job, which is for a season, a calling will beckon us for a lifetime.
18. There is nothing quite like the feeling of knowing you are doing what you were made to do.
19. A calling is not something you do; it’s something you fulfill.
20. When people find their calling in their work it changes everything, because they change things for the people they serve.
21. Leaders are not called to work; they are not called to fill a position, make money, or use their authority to manage people. Leaders are called to serve.
22. Servant leadership means putting others before yourself.
23. Servant leaders are keenly aware that it is not about them but about people and the organization. They focus on others, not themselves.
24. A servant leader recognizes the tremendous responsibility not only to lead but also to serve those they lead.
25. When we serve others from the heart, starting with our own team, then our team will serve customers and coworkers from their hearts.
26. Remarkable cultures put the needs of others over and above our own needs or wants.
27. Often it is not the failure to deliver that guests remember, but how you react and respond when your products or services have failed to deliver.
28. A quality organization consists of quality individuals who understand that errors are not the expectation, but when they occur, they create opportunities to respond and recover well and to deliver, meet, and exceed previous expectations.
29. When businesses go out of their way to help people, they leave an impression and engage them by creating a lingering emotional connection.
30. Even the smallest acts of hospitality and thoughtful gestures can radically transform a customer’s perception. Customers will not only come back, but they will also be highly motivated to tell others about the experience and the service they received.
September 2, 2019
I thoroughly enjoyed Dee Ann Turner’s Book, Bet on Talent. I loved the intertwining of real life stories from her experiences at Chick-Fil-A and also those shared through the operators of many Chick-Fil-A locations.
I loved the lay out of the book. It helped me to look at these concepts in a way that I can apply them even to my solopreneur business. As an executive coach, I love creating raving fans and Dee Ann helped me to see continued ways I can do this as my business grows.
What was so exciting to me, was how leaning into your own personal authenticity was actually the magic sauce for remarkable culture. Story after story of operators putting their own personal spin on ways to love on and their customers and offer ‘going the 2nd mile’ service gave me so many ideas on how I can apply this to my coaching practice.
I cannot wait to share this with the CEO clients, friends and colleagues that are building businesses like I am and crave to create Remarkable Cultures.
I loved Dee Ann’s quote: “A calling is not something you do; it’s something you fulfill.” As our careers develop as our businesses transform, it may look different but in each circumstance we ALWAYS have an opportunity to serve our calling by serving those we lead and those we call our customers.
I look forward to applying much of the book in creating raving fans and a valuable coaching business to my clients.
Thank you Dee Ann for taking time to thoughtfully bring this to us in a book so that we can apply it in our lives!!!
I loved the lay out of the book. It helped me to look at these concepts in a way that I can apply them even to my solopreneur business. As an executive coach, I love creating raving fans and Dee Ann helped me to see continued ways I can do this as my business grows.
What was so exciting to me, was how leaning into your own personal authenticity was actually the magic sauce for remarkable culture. Story after story of operators putting their own personal spin on ways to love on and their customers and offer ‘going the 2nd mile’ service gave me so many ideas on how I can apply this to my coaching practice.
I cannot wait to share this with the CEO clients, friends and colleagues that are building businesses like I am and crave to create Remarkable Cultures.
I loved Dee Ann’s quote: “A calling is not something you do; it’s something you fulfill.” As our careers develop as our businesses transform, it may look different but in each circumstance we ALWAYS have an opportunity to serve our calling by serving those we lead and those we call our customers.
I look forward to applying much of the book in creating raving fans and a valuable coaching business to my clients.
Thank you Dee Ann for taking time to thoughtfully bring this to us in a book so that we can apply it in our lives!!!
September 3, 2019
Bet on Talent is a "must read" for anyone looking at creating, growing and strengthening a remarkable culture. Using relevant and engaging stories, Dee Ann Turner shares wisdom and insights she has gained from her 30 plus years at Chick-fil-A. Dee Ann stresses the importance of selecting trustworthy people based on their character, competency and chemistry because of the influence they can have on an entire organization. She writes that "because people decisions are the most important decisions a leader makes, they can be game changers for the culture and organization." She shares the value of creating an environment where people are treated with honor, dignity and respect. That's the essence of what we all desire and it's clear that that Chick-fil-A has made this as a part of their DNA as they have built one of the most loyal customer bases around. I feel that I have been personally mentored by Dee Ann through this book and her blogs and have already read Bet on Talent twice in order to instill these principles in my own life as well as in the lives of my colleagues.
September 3, 2019
Started reading and couldn't stop! The life principles of this book apply to people of all ages, in all situations, and is timeless. One of my favorite examples of contrasting cultures comes early on and is the comparison between two experiences in two very different business cultures at major resort hotels. This hotel culture comparison demonstrates the differences between what DeeAnn Turner details as a rule-dominated toxic culture and a creative, innovative, morale strengthening remarkable culture in the workplace. Turner unfolds methods to recognize these two differing cultures as the first step to building relationships/business cultures that last whether it is at home, at school, or in the workplace. Finally, Turner gives detailed ways to strengthen and grow cultures in which people thrive. Though the work is directed at building successful business cultures, Turner's principles can then apply to all walks of life--business, family, friends. A must read!
September 3, 2019
The principles in this book are not just about how to hire a talent, they are the foundations that create a healthy and lasting successful business. Every person in leadership needs to read this book. It will benefit you in the long run while pouring, maintaining and growing every relationship in your business as you learn to serve everyone from your employees to your clients. Thank you Dee Ann Turner for being willing to share your heart, wisdom and experience to help those that come behind you.Bet on Talent: How to Create a Remarkable Culture That Wins the Hearts of Customers
September 3, 2019
Do you work or have you ever worked in a business, school, or any job where there is an extraordinary and remarkable culture? No matter whether your business is large or small, new or established, you, as a leader, could be instrumental in creating that desirable culture! Bet On Talent by Dee Ann Turner takes you behind the scenes at some of the country’s remarkable businesses including Chick-fil-A and Apple to demonstrate through personal stories just what it takes to elevate the work environment and the customer experience.
Bet On Talent demonstrates selecting, training and encouraging the right talent. You won’t want to put down this very influential and motivational guide!
Bet On Talent demonstrates selecting, training and encouraging the right talent. You won’t want to put down this very influential and motivational guide!
September 3, 2019
Bet on Talent is a must read for anyone in a leadership role. If you own a small business, manage a team or run a major corporation this book will be an invaluable guide to building a remarkable culture. Through real life stories you will learn how Dee Ann Turner was instrumental in building Chick-fil-A into the amazing organization it is today.
August 27, 2019
We all notice and appreciate exceptional customer service. As the owner of a restaurant, I fully understand how extremely hard it is to have every employee deliver the exact same level of service, to every guest, every day, in every single transaction. Heck, even owners can be have a bad day. But somehow Chick-fil-A has long been able to deliver, so I sought to learn from them.
I have read several books about Chick-fil-A over the years, as well as many other books about customer service and company culture. I find this book to be one of the best, largely due to its practicality and readability. Dee Ann uses engaging stories and dialogue to share the road map used by Chick-fil-A to build the talent and culture we all love, and she gives us practical tips on how we can do the same in our own businesses. This is not a 'look at us, aren't we great' type of book; it is a 'let me help you do the same' style of book. I love it, and we are already using it to better our company.
I have read several books about Chick-fil-A over the years, as well as many other books about customer service and company culture. I find this book to be one of the best, largely due to its practicality and readability. Dee Ann uses engaging stories and dialogue to share the road map used by Chick-fil-A to build the talent and culture we all love, and she gives us practical tips on how we can do the same in our own businesses. This is not a 'look at us, aren't we great' type of book; it is a 'let me help you do the same' style of book. I love it, and we are already using it to better our company.
October 13, 2019
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
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
October 16, 2019
Anyone trying to build a good library of books on leadership definitely needs to add this one to the shelf. I didn’t think you could get more practical than Brian Dixon’s Start with Your People, but Dee Ann Turner gave him a run for his money. The thing is, I don’t think they would ever see themselves in competition because unlike so many leadership books, being ahead of the pack and winner take all attitudes have no place in what they are trying to build.
So many leadership books focus on success and performance, both are ideas that cause the reader to look inward and attempt to elevate himself above those around him. Bet on Talent requires the reader to look outward because talent is dependent on people. Dee Ann Turner illustrates through her many stories, from leadership at Chick-Fil-A and consulting with other companies, that it is only when a business builds its people that they can truly have success.
Even if you are not in a position of leadership, the book is great just for its behind the scenes glimpses of what has caused the enormous success of Chick-Fil-A and the principles behind why they do things the way they do.
*I was provided a complimentary copy of this book by the publisher for review. All opinions are my own.
So many leadership books focus on success and performance, both are ideas that cause the reader to look inward and attempt to elevate himself above those around him. Bet on Talent requires the reader to look outward because talent is dependent on people. Dee Ann Turner illustrates through her many stories, from leadership at Chick-Fil-A and consulting with other companies, that it is only when a business builds its people that they can truly have success.
Even if you are not in a position of leadership, the book is great just for its behind the scenes glimpses of what has caused the enormous success of Chick-Fil-A and the principles behind why they do things the way they do.
*I was provided a complimentary copy of this book by the publisher for review. All opinions are my own.
November 2, 2019
I wasn’t really sure what to think of this book when I saw it was available for review through the Baker Books Bloggers program. The title turned me off a bit. I interpreted it to mean rely on talent. I expected it to be about finding purpose and relying on the attributes you’d been created with, and to lean away from relying on God’s leaning. That is probably my biggest critique of this book. I would consider changing the title to get more readers into potentially, but as I read it and understood “talent” as a term for the people on your team it cleared up all my misconceptions.
I enjoyed the stories about Chick-Fil-A because Chick-Fil-A is probably my favorite fast food restaurant. I appreciate their attention to customer care and have experienced it first hand, so I know this book isn’t another idealistic approach to leadership. It’s really possible. No matter how you feel about their political perspectives, you can’t deny that this works.
I did feel that it got repetitive at times, and I needed a few breaks so I’m only going to give this a 3 out of 5. It’s not a must have for everyone’s shelf. But, in terms of leadership or someone looking to create culture in a consumer driven setting this book becomes a must read.
I enjoyed the stories about Chick-Fil-A because Chick-Fil-A is probably my favorite fast food restaurant. I appreciate their attention to customer care and have experienced it first hand, so I know this book isn’t another idealistic approach to leadership. It’s really possible. No matter how you feel about their political perspectives, you can’t deny that this works.
I did feel that it got repetitive at times, and I needed a few breaks so I’m only going to give this a 3 out of 5. It’s not a must have for everyone’s shelf. But, in terms of leadership or someone looking to create culture in a consumer driven setting this book becomes a must read.
September 9, 2019
Bet on Talent: How to Create a Remarkable Culture That Wins The Hearts of Customers is an inspirational business book by Dee Ann Turner. The book emphasizes that our businesses should focus on people rather than products or locations. The book delves into what it means to have a “remarkable culture” in your company. We learn about the essence and elements of a remarkable culture, how to build a team that creates a remarkable culture, how to grow a remarkable culture among your team, and how to engage guests in a remarkable culture.
One of my favorite chapters was “Building a Team That Creates a Remarkable Culture,” especially the part that talked about continuing to invest in the growth of seasoned leaders. I also really enjoyed the section that talked about cultivating commitment, in the chapter, “Growing a Remarkable Culture Among Your Team.” I liked reading the stories that Turner shared about her own business experiences as well as the experiences of others; the stories serve as important lessons for people wanting to create a remarkable culture in their own workplace.
I received this book for review.
One of my favorite chapters was “Building a Team That Creates a Remarkable Culture,” especially the part that talked about continuing to invest in the growth of seasoned leaders. I also really enjoyed the section that talked about cultivating commitment, in the chapter, “Growing a Remarkable Culture Among Your Team.” I liked reading the stories that Turner shared about her own business experiences as well as the experiences of others; the stories serve as important lessons for people wanting to create a remarkable culture in their own workplace.
I received this book for review.
September 12, 2020
I found this book really great and it resonated with me on many levels. Dee Ann Turner has worked for the famous franchise Chick-a-fil for more than 30 years and was the Vice President of Talent Acquisition. Being a company known for its superb service and culture, she shares her insights on what makes a company remarkable and loved by all its customers.
She emphasises a lot on CULTURE and how culture begins with the leaders. Leaders lead, and how they act and treat their staff will be reflected in the way the staff treat the customers.
Treat your staff with dignity, care and respect...invest your time, money & effort in them...being loyal and committed to them and their development...these actions will be reflected for better or for worth onto the customers. Doing good by your staff will create a strong culture and couple that with selecting the right people for the job...you will build a remarkable company.
The book is short and simple to read! There’s a lot of common sense in there but sometimes common sense is lost easily in the trenches. Definitely would recommend for anyone in a leadership position or even as a staff trying to figure out his place in his company.
She emphasises a lot on CULTURE and how culture begins with the leaders. Leaders lead, and how they act and treat their staff will be reflected in the way the staff treat the customers.
Treat your staff with dignity, care and respect...invest your time, money & effort in them...being loyal and committed to them and their development...these actions will be reflected for better or for worth onto the customers. Doing good by your staff will create a strong culture and couple that with selecting the right people for the job...you will build a remarkable company.
The book is short and simple to read! There’s a lot of common sense in there but sometimes common sense is lost easily in the trenches. Definitely would recommend for anyone in a leadership position or even as a staff trying to figure out his place in his company.
April 7, 2024
Dee Ann Turner captures your heart and mind in her book, “Bet on Talent”. Through storytelling and the sharing of her own wisdom, she implores the importance of building a team that creates a remarkable culture. There was SO much good stuff in here! Below is just a glimpse.
“Telling people no is often a very difficult thing to do. Even more difficult, however, and what we often cannot see, is the disappointment that comes when expectations have been raised and then unmet. If we know that we cannot provide our time, attention, resources, or an affirmative answer, we just need to say so. It is the kinder thing to do.”
“In trying to be nice and say yes, we sometimes fail to be kind just by saying no. Think about the difference between being nice and acting kind. When I try to be nice, I care what you think about me. When I am kind, I care about you and your feelings.”
“Telling people no is often a very difficult thing to do. Even more difficult, however, and what we often cannot see, is the disappointment that comes when expectations have been raised and then unmet. If we know that we cannot provide our time, attention, resources, or an affirmative answer, we just need to say so. It is the kinder thing to do.”
“In trying to be nice and say yes, we sometimes fail to be kind just by saying no. Think about the difference between being nice and acting kind. When I try to be nice, I care what you think about me. When I am kind, I care about you and your feelings.”
This entire review has been hidden because of spoilers.
September 20, 2019
This book is a must read for anyone involved in talent development, engagement, or building culture in an organization. DeeAnn Turner chronicles her lessons learned from decades at Chick-fil-a as well as bringing in stories from outside that organization. She encourages leaders (anywhere in the organization) to model a values-based, servant-leader approach that identifies, develops, and empowers employees who will, in turn, find a way to go a step further than people expect to make a great customer experience. That great customer experience is more predictable, reliable, and valuable than viral social media campaigns in creating financial success.
I am thankful to NetGalley for a free electronic copy in exchange for an honest review.
I am thankful to NetGalley for a free electronic copy in exchange for an honest review.
September 11, 2021
I was looking for practical suggestions on how to staff my own small business. Instead I got a lot of corporate feel good stories about how wonderful it is to work at Chick fil A. Don’t get me wrong, I like Chick fil A, and I eat there often. I just didn’t find much of practical value other than to be extremely selective in hiring and to empower employees to do their best. And I found it amazing that Chick fil A employees aren’t expected to follow rules! How then are things like food safety standards enforced?
I think the term “remarkable culture” was used to excess. She seems to have been hanging around too much with Seth Godin.
I think the term “remarkable culture” was used to excess. She seems to have been hanging around too much with Seth Godin.
October 16, 2023
I read this book as part of the Managers Book Club at my work. I hated it! The tone really turned me off. It was written from a place of extreme privilege.
This book wasn't what I thought it would be based on the title. I guess I should have paid more attention to the sub-title. It didn't give enough attention to department culture. I am the manager of one team; I cannot influence the overall corporate culture, just my group.
Also, it was too narrowly focused on one company. I didn't realize it was written by an HR Director at Chick-fil-A, a restaurant I have issue with because of the Christian nature of the business and some of their anti-LGBTQ+ sentiments.
This book wasn't what I thought it would be based on the title. I guess I should have paid more attention to the sub-title. It didn't give enough attention to department culture. I am the manager of one team; I cannot influence the overall corporate culture, just my group.
Also, it was too narrowly focused on one company. I didn't realize it was written by an HR Director at Chick-fil-A, a restaurant I have issue with because of the Christian nature of the business and some of their anti-LGBTQ+ sentiments.
January 12, 2020
I won a copy of this book from Goodreads Giveaways.
This was not what I expected, though maybe that’s my fault. Though I thought this would be about how to best recruit talented people, and maybe some tips on how to determine the best fit for your organization, it instead was really mostly stories about how Chick-fil-A is a remarkable company. It seems that it does have a unique culture, though their lack of support for LGBTQ+ folks means I’ll not likely experience that for myself; however, I don’t feel like this translates to all businesses in the way that Turner has written this book.
This was not what I expected, though maybe that’s my fault. Though I thought this would be about how to best recruit talented people, and maybe some tips on how to determine the best fit for your organization, it instead was really mostly stories about how Chick-fil-A is a remarkable company. It seems that it does have a unique culture, though their lack of support for LGBTQ+ folks means I’ll not likely experience that for myself; however, I don’t feel like this translates to all businesses in the way that Turner has written this book.
March 6, 2021
Excellent book! Mrs. Turner is direct without sounding harsh, preachy, or patronizing. She lays out clear guidelines to build a strong, healthy, empowering staff culture within your organization. There are great stories of course, but they are never gratuitous or self-promoting. This book is an excellent resource for any leader in any size organization who desires more than the average working environment, but instead, a remarkable one.
July 20, 2025
Concise, simple but incredibly impactful read for me. I loved Dee Ann’s story to chick-fil-a and all of her advice around selecting and investing in talent. Any new manager needs to read this, and a must for HR leaders - so insightful on how to take ownership of organizational culture and care for those in your span of care. She also had a bit on calling that really encouraged me. Will read again!
May 12, 2021
I love this book. I have wanted to know why Chick Fil A is one of the leading fast-food chains in the US. Dee Ann Turner details the core concepts of the franchise's success. These applications can be applied to groups, church, business, and individual interaction. I thoroughly enjoyed digesting this content. This material is noteworthy and is read-worthy.
June 30, 2021
This a great overview of what it means to create a culture (business, school, church, or whatever) that leads, mentors, and serves others. It has lots of examples from Chick-fil-A of course, but they're easily relatable.
October 30, 2022
Loved Bet on Talent and have used this as a reference guide when working with HR Departments. Corporate Culture is important for every business, and it extends to personal accountability and relationships too. Love Dee Ann's perspective and her testimony.
September 17, 2020
Stop what you are doing and read this book! I am a Chick-fil-A geek and Dee Ann Turner is partial to CfA but this book is amazing. If you want to care about people read this book!
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January 5, 2021Thought it was an excellent book on everything from how to identify the right talent to how to create a culture and support that talent to thrive in.
May 14, 2021
Amazing content
I was hooked from I began until I finished. This book is full of amazing content and brilliant stories! I just love it!
I was hooked from I began until I finished. This book is full of amazing content and brilliant stories! I just love it!
June 17, 2021
Some good ideas about corporate culture.
May 10, 2023
Good but basic
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