Generations at Work 014: Building Teamwork Across Ages: Stories from Chick fil-A's Multigenerational Staff
Jul 29, 2025
In this conversation, Chick-fil-A owner-operator Zach Thomas shares insights from his extensive experience managing a multigenerational team. He recounts humorous stories, like playful banter with a 71-year-old team member, showcasing how cross-generational rapport fosters connection. Discussing the challenges leaders face, Zach emphasizes the importance of emotional intelligence and adapting leadership styles to meet the needs of a diverse workforce. He also likens leadership to parenting, advocating for empathy and structure to strengthen workplace relationships.
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Veteran Worker Who Clashed Then Connected
- Zach described Mr. Don, a double-retired Marine and GM worker, who struggled with younger coworkers' work ethic but stayed reliably on time for years.
- Through coaching and meetings they moved toward mutual respect and better teamwork despite generational differences.
Miss Annie's Morning Banter
- Zach shared a recent moment with Miss Annie, a 71-year-old biscuit maker who jokingly threatened younger team members for being lazy.
- The team uses playful teasing to diffuse tension and build rapport across ages.
Avoid A Cookie-Cutter Leadership Style
- Don’t use a single leadership style for everyone; avoid the cookie-cutter approach to people management.
- Use emotional intelligence to tailor how you lead each generation and each individual.