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

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. Links Share your thoughts in the Leading Saints community Read the transcript of this podcast Get 14-day access to the Core Leader Library 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 The award-winning Leading Saints Podcast is one of the top independent Latter-day Saints podcasts as part of nonprofit Leading Saints' mission to help Latter-day Saints be better prepared to lead. Learn more and listen to any of the past episodes for free at LeadingSaints.org. Past guests include Emily Belle Freeman, David Butler, Hank Smith, John Bytheway, Reyna and Elena Aburto, Liz Wiseman, Stephen M. R. Covey, Elder Alvin F. Meredith III, Julie Beck, Brad Wilcox, Jody Moore, Tony Overbay, John H. Groberg, Elaine Dalton, Tad R. Callister, Lynn G. Robbins, J. Devn Cornish, Bonnie Oscarson,