Creating a Chick-fil-A Ward | An Interview with Scott Rasband

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Jun 7, 2025

Scott Rasband, owner of a Chick-fil-A and bishop for Young Single Adults, shares his unique approach to leadership. He discusses how Chick-fil-A's values foster community and connection, emphasizing the power of 'second mile service' to create lasting customer impressions. Scott translates these principles into his role as bishop, highlighting the importance of mentorship and empowering young adults. Informal gatherings like 'Straggler Sundays' strengthen bonds and purpose, while his insights on servant leadership illuminate the interplay between business and spiritual growth.

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ANECDOTE

Turning Spills Into Smiles

A child spills a drink, feeling embarrassed and upset at Chick-fil-A.
The team surprises the whole family with ice cream, turning a stressful moment into a joyful memory.

ADVICE

Core Four Interview Skills

When interviewing, look for candidates who make eye contact, smile, speak enthusiastically, and create emotional connections.
These skills help employees connect genuinely and positively with customers.

ADVICE

Value Presence in Leadership

Be present and engaged with your people, showing genuine interest in their lives.
This presence builds trust that allows leaders to effectively influence and support them.

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Scott Rasband worked 15 years in medical device sales and leadership before transitioning to Chick-fil-A, and has spent the last 10 years operating the Chick-fil-A in Spanish Fork, Utah. In the Church, Scott has served as a Young Men president, elders quorum president, bishopric counselor, and bishop. He is the father of five and currently serves as the bishop of a Young Single Adult ward.

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Highlights

Scott Rasband wears two significant hats: he is both the owner of a Chick-fil-A restaurant in Spanish Fork, Utah, and a YSA bishop. He describes the values instilled by the Cathy family, owners of the Chick-fil-A brand, and how these values shape the experience for both employees and customers. He emphasizes the importance of local ownership and how it fosters a sense of community and connection.

Scott talks about “second mile service,” a principle derived from Matthew 5:41, which encourages going above and beyond for others. He illustrates this concept with anecdotes from his restaurant—moments that create emotional connections and leave a lasting impression on customers.

Scott shares insights into his role as a YSA bishop, where he applies similar leadership principles. He discusses the importance of being present, allowing young adults to lead, and connecting them to a higher purpose. Informal gatherings, like “Straggler Sundays” at his home, foster community and build trust among ward members. Scott’s approach to leadership is characterized by vulnerability and accessibility, as he actively reaches out to members through texts and personal interactions. He highlights the significance of mentorship and the power of creating a culture where young adults feel valued and empowered.

00:02:14 – Chick-fil-A Culture and Leadership
00:04:03 – Scott’s Background and Experience
00:05:10 – Positive Perspectives on Young Adults
00:06:24 – Connecting Youth to Jesus Christ
00:07:13 – Chick-fil-A’s Unique Organizational Culture
00:09:25 – The Importance of Sunday Closure
00:11:22 – Mission to Be the World’s Most Caring Company
00:12:22 – Translating Mission Statements into Action
00:13:41 – Servant Leadership in Action
00:14:56 – The Impact of Chick-fil-A’s Values
00:16:05 – Local Ownership and Community Impact
00:17:02 – The Role of Personal Connection in Leadership
00:18:10 – Examples of Chick-fil-A’s Customer Experience
00:20:10 – Core Four Principles for Employee Interaction
00:22:36 – The Origin of “My Pleasure”
00:23:09 – The Significance of Culture in Organizations
00:24:26 – Retention and Employee Satisfaction
00:25:38 – Patterns of Gathering in the YSA Ward
00:27:44 – Straggler Sunday Concept
00:28:59 – Informal Gatherings and Building Relationships
00:29:20 – Digital Relationships with Ward Members
00:30:48 – The Importance of Availability
00:32:06 – Mentoring and Leadership Development
00:33:11 – Involving Spouses in Ministry
00:34:05 – Creating a Culture of Vulnerability
00:35:09 – The Role of Surprise and Delight
00:36:11 – Letting Young Adults Lead
00:39:29 – Delegating Responsibility in Chick-fil-A
00:40:39 – Building Trust Through Delegation
00:41:26 – Adapting to Change in the YSA Ward
00:42:18 – Embracing New Traditions in Worship

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