S.2 Ep. 4: True Care and the Role of Trust with Daniel Trotter

Season 2 | Episode 4
48m | Feb 21, 2024

For more information about intentionally building a culture that fits you or to take our Culture Brand Mini-Assessment, visit

Welcome to the Build Your Culture Brand Podcast. Today, Dr. Jay Raines is joined by Daniel Trotter, Owner-Operator at Chick-fil-A Scottsdale 101 in Phoenix, AZ. From a part-time job as a teenager to a successful Owner-Operator, Daniel shares his journey with Chick-fil-A, including how a tragic loss showed him what true care looks like. Together, Dr. Jay and Daniel unpack creating healthy teams, giving leaders space to process, and building foundations of trust. Daniel talks about matching heart and behavior, and how to respond when those two are out of balance, including how this has developed deeper ownership with his leaders. Other highlights include what Culture Brand means to him and his team, why he values innovation in the drive-thru, and how consistency deepens guests' trust.

LeadersQ serves individual owner-operators and their teams and is not affiliated, endorsed by, or in any way officially connected with Chick-fil-A, Inc.

Time Stamps:

(00:00 - 01:11) Intro

(01:12 - 03:48) Leadership Superpower & Kryponite

(03:49 - 06:44) the Journey to Chick-fil-A

(06:45 - 10:06) Tragic Loss & True Care

(10:07 - 18:33) Creating Healthy Teams

(18:34 - 21:55) Using Culture Brand: "Best, Unity, and Care"

(21:56 - 26:37) Top Scores & Innovation in Drive-Thru

(26:38 - 30:10) Building Trust with Guests

(30:11 - 32:28) Closing 

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Build Your Culture Brand with Dr. Jay Raines