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Episode Summary: In this episode of the L3 Leadership podcast, Mark Miller returns to the show to discuss his new book Culture Rules, and what he’s learned about culture throughout his career.

About Mark Miller: Mark started over 40 years ago working as an hourly employee at a local Chick-fil-A. He has worked all across the business since then and currently serves as Vice President of High-Performance Leadership at Chick-fil-A. For the last 20 years, Mark has traveled the United States and the world focusing much of his time on serving leaders, helping them grow themselves, their teams, and their organizations.

4 Key Takeaways:
1. Mark describes what he believes are the essential elements of leadership.
2. He advises leaders to take action rather than getting hung up on semantics.
3. Mark and Doug discuss what it takes to change the culture of an organization.
4. Having listening skills is vital to leadership.

Quotes From the Episode:
“It is an unseen force, but it is the cumulative effect of what people see, hear, experience, and believe.”
“Every organization has a culture, either by design or default.”
“Listening only matters if you respond.”

Resources Mentioned:
Culture Rules by Mark Miller

Mark Miller, VP of High-Performance Leadership at Chik-fil-A, on How to Create a World Class Culture