Melissa Winkfield’s Journey from a Chick-Fil-A Team Member to Owner/Operator:

20 Years Of Leadership And Giving Back

By Jada Alexis

In this inspiring interview, an accomplished Chick-fil-A operator takes us through her incredible journey, from starting as a parttime team member to becoming an owneroperator. She shares valuable insight into leadership, teamwork, and the vital qualities required to succeed as a Chick-fil-A operator. Furthermore, she discusses the network and resources available to Chick-fil-A operators, the impact of her role on her personal and professional life, and her aspirations for the future.

Could you share your personal journey from starting as a part-time team member to becoming an owner-operator at the Chick-fil-A Camp Creek Parkway, Atlanta location?

Yes, I sure can. I started many years ago. Lost count, but I started as a team member learning how to cook food, preparing Chickfil-A sandwiches and nuggets. While I was working part-time from 6 a.m. to 12 p.m., I was also managing another fast-food restaurant. Within two years, I decided to stay with that operator full-time. I spent eight years with him, and I became his general manager. One of our business consultants asked me if I was interested in becoming an owner. And I was like, yes, considering I’m going to be here for the rest of my life because I love what Chick-fil-A is about and who we are. So, I told him, yes.

After that, I went to school and got my bachelor’s degree. A month before I graduated, they asked me to go and work an interim position at Greenbrier Mall Chick- fil-A. I spent two years there. However, I think it was six months into being an interim that they offered me Greenbrier Mall Chick-fil-A, and I ended up spending two years there. Then, this location became available, I was selected, and it’s been 20 years since.

What are some of the benefits of being an operator?

Can I say Sundays off? (laughs) First and foremost, for me, it’s the partnership. The partnership between the franchisees and Chick-fil-A Inc. provides the support you need to assist with becoming successful. As entrepreneurs, we are in business for ourselves. With Chick-fil-A, you’re not by yourself. So, I’m in business for myself, but I’m not by myself. I have tons of support from the corporate office with the resources provided for us.

I also have an operator community, and I wouldn’t have that anywhere else where I can call up anyone, any operator, or someone who has been through what I’ve gone through, someone who has done things better than what I’m doing to where that I can learn from. That’s more of a personal benefit.

The professional benefit is that it gives me the ability to balance my life. To have a quality life outside of Chick-fil-A. I have a husband and three kids. I can be there when they need me to be there, even when they don’t. Also, I have been able to manage my time better so that I can live my life the way I want to. So, it’s a great balance of my work and family life.

Can you describe the supportive network and resources available to operators?

At Chick-fil-A, we have what we call business consultants to where they come in, and they support you with your needs. You can request business assessments, where they can do a deep dive with you on your business numbers, where you’re thriving, and areas of opportunity. That’s a general assessment. But we also have what we call individual consultants, such as in marketing. For example, if I need assistance with brand awareness within the community and have tried everything and nothing has worked, I can ask them why I am missing the mark in this area. I can ask, can you come and show me what my opportunities are? How can I be better so that I can teach my team how to perform better? If I’m leaving money on the table, not making the money that I would want to make, and not meeting my goals, we have a financial consultant who will come out and provide us with needed resources to assist with overcoming financial obstacles and challenges.

Also, as an operator, we don’t have to worry about the process of creating new products. We can come up with an idea and present it to Chick-fil-A, but Chick-fil-A has tons of people who are constantly coming up with new ideas. They market and test it for us. They also provide and select vendors that are vetted to make sure we have everything we need.

Can you discuss the role of leadership, teamwork, and maintaining day-to-day operations at your Chick-fil-A Camp Creek, Atlanta location?

That is where I spend probably 80% of my time, with my leadership, setting the vision for the store and helping coach them to execute. But most important is effective communication on a daily basis. They have to be able to communicate with me and with one another. They need to be able to know the systems that are in place within the store. They need to be able to talk with each other to tell each other the systems because every day is not the same thing.

A prime example is everything that has been happening this morning. I’ve had three call-outs, and my ice cream machine caught fire. But we’re still going, and they are still smiling. You know, just to be able to communicate that to the next person with a positive attitude. Also, making sure that they are displaying a positive environment and morale within the store on a day-to-day basis. They are in control; whatever we put forth is what we will get back.

What qualities and attributes do you believe are essential for people who are interested in becoming operators?

The first word that comes to mind is being a servant because I’m the person who wants to serve. You’ve got to have a servant’s heart, wanting to give, help the next person to do better, to be compassionate. Sometimes, it’s hard to be a compassionate but also disciplined leader. But you must have compassion for your people. I have 140 team members, and all their lives are different. I can’t treat them all the same. I must have compassion for them but also motivate myself. I can’t sit here and wait for somebody to do something for my business. As an entrepreneur, I need to have that vision to go out and do it myself. But I also have to encourage and motivate my team to go out and be better each day. I think about how I can make their life better. It’s like paying it forward because of what others have done for me.

How are team members able to become operators, and what advice would you give to them?

Aspiring operators at Chick-fil-A follow a well-defined path within the organization. They begin by working as team members and advancing to roles like team trainers, team leads, and shift managers. The crucial progression involves taking on leadership roles, including directors, and eventually deciding to pursue the goal of becoming an operator. The journey to operator status may take several years and typically includes educational programs, development, and temporary work within the Chick-fil-A system.

The advice I would give is to be willing to be present. If you want the business to be your vision, you have to be present and actively engaged to be successful in this endeavor. You cannot run the business and not be here. I spend about 30 hours a week on the floor with my team. I want them to know who I am and can come and talk to me. Plus, I can spend time with my team and see how they are representing my store. I spend the remainder of my time on paperwork and developing procedures to have systems in place.

I encourage aspiring operators to take the commitment seriously and be prepared to put in the work required for success. Understand that this is not just an investment of money. It’s also an investment of time. If you understand that and are willing to be present, you could move forward to start the process and talk about the journey of becoming an operator/owner of your own Chick-fil-A store.

Chick-fil-A Camp Creek Parkway 3410 Camp Creek Parkway Atlanta, GA 30344 (404) 494-9320

Service Options & Hours

Monday-Saturday

Closed on Sunday

Dine-In & Carry-Out

6 a.m. – 9 p.m.

Delivery 6:00 a.m. – 9:30 p.m.

Drive-Thru 6:00 a.m. – 10:00 p.m.