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Apparently what they do works. Chick-fil-A is debt free and has $4.1 billion in sales. Pretty good considering the average age of their 71,000 employees is 19 years.The retention lesson? The average tenure in this fast food business for hourly employees is 2 years. Sixty-five percent of their franchise owners were former employees who returned to be a part of the business.That is pretty good retention.It has been my pleasure. had an opportunity to hear Andy Lorenzen, the Director of Talent Strategy and Systems for Chick-fil-A, speak at the SHRM-Atlanta meeting this week.
He has been rewarded with remarkably low turnover rates -- 5 to 6 percent a year among restaurant operators versus an average of 35 percent in the fast-food industry. Among hourly employees, where turnover averages 140 percent and goes as high as 300 percent a year, Chick-fil-A's rate is about 50 percent.As for customers, more than 95 percent tell independent researchers that they are satisfied or very satisfied with Chick-fil-A.bout 10 percent do just that, and last year one operator of two Chick-fil-A shops earned $290,000. Indeed, Mr. Reichheld suggests that Chick-fil-A should be a model for others, and a few in the food business, like the fast-growing Outback Steakhouse chain, are already copying its share-the-gains agreement.