This afternoon, I caught up with Dan Cathy, who is the president and chief operating officer of Chick-fil-A. He’s also the son of the fast food chicken chain’s founder, Truett Cathy. He stopped by Roanoke’s newest Chick-fil-A on Southern Hills Drive. Cathy said he typically visits all new stores, but he couldn’t make the opening of this one on May 1.
I spoke with Cathy briefly about several topics, including Chick-fil-A's business principals, the economy and the speed of drive-through. Check out my interview with him below.
Q: Many fast food restaurants have added $1 menus. Does Chick-fil-A plan to create this kind of menu?
A: No. We’re not competing on price. We’re competing on service and our product quality...Our customer is really value conscious, but we’re trying to really give them a lot of value for what they’re paying for.
Q: How have rising food costs impacted Chick-fil-A?
A: We’ve had a price adjustment that we had to make, almost 5 percent that we made on May 19... That was our new menu pricing on our menu boards. Some of our costs actually went up even more than that on some items. Some items went up a little more than others did. We also changed a lot of things, too. We upgraded our chicken salad sandwich.
Q: What is the largest meal in sales volume a day at most Chick-fil-A’s?
A: In most markets, lunch is the strongest period for us, followed by dinner...We actually see that breakfast is the fastest growing day part that we have nationally right now...People are becoming accustomed to thinking about Chick-fil-A as a breakfast alternative. In fact, I would say that McDonalds chicken and biscuit national promotion they had, that really helped I think broaden the potential customer base. Most people are thinking about chicken biscuits and similar items like we have on our menu, as an alternative
Also, the snack category we see growing a lot. Our dessert items, our milkshakes, are growing in the afternoons.
Q: Are you trying to increase your breakfast business?
A: We’ve been in the breakfast business a long time, and it’s becoming a very significant part of our overall business. We’ve always had it. We’ve developed [more] it with our breakfast burritos, our fresh fruits....bacon, egg and cheese is what I had this morning on a whole wheat bagel.
Q: As far as getting people through your drive-through, is 90 seconds your goal time?
A: Yes, or better. You can do the math on it. We have restaurants that regularly do 120 to 140 cars per hour. So, that’s way less than 60 seconds there.
We actually have been voted the best drive-through in America. And it’s based on accuracy of the order, speed, friendliness particularly, the menu board layout that’s in the drive-through and speaker clarity...And the drive-through is also a very growing segment of our business. In fact, talking about breakfast business, 90 percent of our breakfast business is with the drive-through.
Q: Will you ever open on Sundays?
A: My dad says it’s the best business decision that he ever made. And we concur with that. But my brother and my younger sister, we signed a covenant agreement between the three of us that we’re going to be closed on Sunday for at least one more generation.
I like to tell people that our food tastes better on Monday because we’re closed on Sunday.
Q; Are tomatoes back on your menu, after the recent salmonella outbreak?
A: We pulled that right when it happened. We’ll probably have tomatoes back on our menu pretty soon.
Q: How does Chick-fil-A ensure food safety for customers?
A: We like to take them on tours [of the kitchen]...and show things that we have done to design food safety into the actual layout of the store and how we have revamped that and continued to look for ways to isolate certain products so that we minimize the chance of cross contamination.
Q: Does Chick-fil-A hire employees and franchise owners of different faiths?
A: We have the whole spectrum of faiths that are represented at Chick-fil-A. Our corporate purpose is to impact people’s lives. Actually, our corporate purpose is to glorify God by being a faithful steward to all that’s entrusted to us and to have a positive influence on all who come in contact with Chick-fil-A.
Comments
[July 3, 2008 6:53 PM]
PaulChick-fil-a is by far the BEST fast food restaurant around. The food is great and the service is outstanding. As for being closed on Sunday I think this is a testimonial to their attitude toward faith and family. Not many businesses would put a day of rest to spend with one's family ahead of the 'bottom line'. I hope they continue this practice far beyond one more generation.
Also, have you seen this? http://cowappreciationday.com/
A chance for free Chick-fil-a if you are daring enough!
[July 3, 2008 9:22 PM]
Ed S.An interesting read. I have a Chick-Fil-A about 5 minutes down the road (northern VA). I love the food and though sometimes I get an urge for it on Sunday, I respect that they are closed on Sundays. Though I don't stop often, I do enjoy their breakfast biscuits. The chicken is quite delicious.
And the lemonade.
[July 4, 2008 11:05 AM]
Mike DSince this is a chicken related question I guess I'll ask here. Where can I get some good fried chicken? I've had a craving for it and have had no luck getting good fried chicken. Hardee's was so horrible the other week I didn't finish off the box. Got Bojangles tow piece dinner last week and is just wasn't that good either.
[July 5, 2008 1:42 PM]
Chicken SnobOne word - UKROPS
[July 7, 2008 10:17 PM]
JennyMike D, I don't eat fried chicken much, but many people rave about Kentucky Fried Chicken. That might be a good place to try.
[July 7, 2008 10:39 PM]
Mike DYea I just hadn't tried them recently. They are normally good. No one makes it as good as grandma use to make. Never have tried The Roanoker for fried chicken as you have to know the right day and time when they have it. Hear it's good. The best I've found the The Homeplace. I don't know their hours but know it's imposable to eat there on the weekend as I have passed by on a Sunday and the line is out the door and halfway around the building. My grandmother got me eating chicken as she cooked it nearly every Sunday.
[July 8, 2008 9:13 AM]
RigbyThe Blue 5 restaurant in downtown has surprisingly really good fried chicken. Good seasoning and just the right amount of crispiness.Light, but crunchy and satisfying. Of course you pay a bit more than fast food prices.....
Also, I've heard nothing but good things about Thelma's Chicken n' Waffles over on Orange Avenue, near the civic center.
Mick or Mack over off of Memorial Avenue acually used to have really good fried chicken they'd sell in 6-8 piece boxes, but I haven't been in there in awhile to look.
[July 8, 2008 9:18 AM]
Leg ManMike D: Ukrops *is* very good.
If you're in Roanoke, you might also try Thelma's on Orange Avenue, near the intersection of Williamson Road.
In the New River Valley, Wades supermarket is usually fine but in Radford, the best is R&R Market, on Wadsworth Street. It's a convenience store but they usually have great chicken and their potato wedges are the best I've ever had.
[July 8, 2008 10:27 PM]
Mike DThanks for the suggestions. Looks like Ukrops will be my best bet. Had heard that they were good just had forgotten about them. Got a fairly good breast at the Little Chef Monday. With two sides and tea it came in at about $6. That can't be beat. Not the best but still good. Beat what I got from Hard. and Boj. recently. With respect to Thelma's they are good and some of the nicest people I've run into in a long time. They are just over priced for me. Never tried there chicken and waffle as it clocks in at nearly $10. I tried their breakfast twice. Both times hit around $8 (not counting tip) and I left still hungry!!! Good food and service is great. But even so at those prices don't skimp on th portions. Just a note I will still eat there over say Denny's.
[July 9, 2008 8:20 AM]
MichelleLove Chik Fil A! And there food is better on Monday!
About the Homeplace - the line is always long but they move people pretty fast. And you can get takeout if you just want some fried chicken.
[August 12, 2008 9:20 PM]
mike DTried Ukrops fried chicken today and I have to say it's the best I have had in a very long time. Better than the so called chicken and fastfood places. Very tasty and juicy. Got a deal on it today. $7.99 for a 8 piece. Thanks to the lady that swiped her card so I could get the sale price. will be back for more with my own card.