Visit a Chick-fil-A anywhere in the United States and you're likely to see a long line of customers patiently waiting to order the restaurant's flagship menu item.

在美國任何地方的 Chick-fil-A 餐廳，你都有可能看到一長溜顧客在耐心等待點餐廳的主打菜品。

There you guys go. Thank you so much.

給你們。非常感謝

You all have a great rest of your day. Thank you.

祝大家度過愉快的一天。謝謝。

In part thanks to its famous chicken, today Chick-fil-A is the third largest U.S. restaurant chain by domestic sales.

如今，Chick-fil-A 已成為美國國內銷售額第三大的連鎖餐廳，這部分歸功於其聞名遐邇的雞肉。

We're still seeing tremendous growth in our business. So far this year we're up about 20%.

我們的業務仍在大幅增長。今年到目前為止，我們的業務增長了約 20%。

So, how did this private Atlanta-based fast food chain become one of the most popular restaurants in America?

那麼，這家位於亞特蘭大的私營快餐連鎖店是如何成為美國最受歡迎的餐廳之一的呢？

This is the economics of Chick-fil-A.

這就是 Chick-fil-A 的經濟學。

Chick-fil-A has long had a unique approach to business that the company credits with its success.

長期以來，Chick-fil-A 一直有一套獨特的經營方法，這也是該公司取得成功的原因。

From the beginning, Chick-fil-A's business was built on a recipe.

從一開始，Chick-fil-A 的業務就建立在食譜的基礎上。

After testing hundreds of methods, restaurateur Truett Cathy developed a faster way to cook boneless chicken using a pressure cooker and peanut oil.

在測試了數百種方法後，餐館老闆特魯伊特-凱西（Truett Cathy）開發出一種使用快鍋，壓力鍋和花生油烹飪去骨雞肉的更快方法。

It's perfect. We've kept that locked away in a vault and we'll continue to use that same recipe.

太完美了我們把它鎖在保險庫裡，並將繼續使用相同的配方。

None of the employees have access to it, so it's still shrouded in a lot of mystery.

沒有一個員工能接觸到它，所以它仍然被蒙上了一層神祕的面紗。

There are recipe sites where you can try to recreate it, but they've never put it out officially.

在一些食譜網站上，你可以嘗試重新制作，但他們從未正式發佈過。

The original chicken sandwich is the same today as in 1967.

現在的原味雞肉三明治與 1967 年的一樣。

A breaded breast of chicken, two pickles, both placed on a buttered toasted bun.

一塊裹麵包屑的雞胸肉和兩根泡菜，都放在塗了黃油的烤麵包上。

Chick-fil-A has long taken pride for its commitment to selling high-quality products.

長期以來，Chick-fil-A 一直以致力於銷售高品質產品而自豪。

In fact, Chick-fil-A's name is a take on Chicken Filet, with a capital A at the end symbolizing top quality.

事實上，Chick-fil-A 的名字就是 Chicken Filet（雞肉卷）的諧音，結尾的大寫字母 A 象徵著頂級品質。

While other fast food chains tend to expand their menu offerings over time to attract new customers,

而其他快餐連鎖店往往會隨著時間的推移不斷擴大菜單，以吸引新顧客、

Chick-fil-A's business model has always been to maintain a small menu focused on chicken sandwiches.

Chick-fil-A 的經營模式一直是保持以雞肉三明治為主的小菜單。

They like to say it's simple, so they want to keep customers knowing what's on that menu to be able to easily decipher what they want.

他們喜歡說 "簡單"，是以他們希望讓顧客知道菜單上有什麼，以便能輕鬆瞭解自己想要什麼。

We think about the way that we serve guests, that consistency is really important, that we get hot sandwiches, cold salads, and just tasty products.

我們考慮到為客人提供服務的方式，一致性非常重要，我們提供熱三明治、冷沙拉和美味的產品。

Customers seem to agree. Since its creation in 2015, the American Customer Satisfaction Index has been dominated by Chick-fil-A.

顧客似乎也同意這一點。自 2015 年創立以來，美國顧客滿意度指數一直由 Chick-fil-A 主導。

Chick-fil-A often rates very high, even though the service and the drive-thru can be slower.

Chick-fil-A 的評分通常很高，儘管其服務和得來速服務可能比較慢。

People are very happy with the quality of the service they get in general.

人們普遍對服務質量非常滿意。

Today, many Chick-fil-A restaurants use a practice known as upstream ordering, where an associate will take a customer's order while they're still waiting in line.

如今，許多 Chick-fil-A 餐廳都採用了一種被稱為 "上游點餐"（upstream ordering）的做法，即當顧客還在排隊等候時，店員就會接受其訂單。

This started before the pandemic, but has really proved very important to the pandemic when they closed their dining rooms, which really meant the drive-thru is the major channel of sales.

這在大流行病之前就已經開始了，但在大流行病期間，他們關閉了餐廳，這確實意味著汽車餐廳成為了主要的銷售管道，這也證明了大流行病的重要性。

So if you go to a Chick-fil-A now, in many locations you will see workers out in the drive-thru with tablets.

是以，如果你現在去 Chick-fil-A，在很多地方都能看到工作人員拿著平板電腦在自助餐廳裡忙碌。

And so instead of speaking into a speaker box and kind of mumbling your order and it maybe getting screwed up, you're telling this person directly next to your car what you want.

這樣，你就不用對著揚聲器喃喃自語，也不用把訂單弄得一團糟，而是直接告訴車旁的人你想要什麼。

To ensure that quality in every one of its locations,

確保每一個辦公地點的品質、

Chick-fil-A uses a different franchise model than most other fast food chains.

Chick-fil-A 採用的特許經營模式與其他大多數快餐連鎖店不同。

Unlike most chains, where the franchisee covers most of the costs of opening the restaurant,

與大多數連鎖店不同，加盟商承擔了開店的大部分成本、

Chick-fil-A owns every one of its locations.

Chick-fil-A 擁有其所有分店。

The company also selects the locations and builds the restaurants.

公司還負責選址和建造餐廳。

We really think that that's the key differentiator in the way that we operate.

我們真的認為，這是我們營運方式的關鍵區別。

We're not looking for a financial investor or people that want to buy a big market and open a bunch of stores.

我們要找的不是金融投資者，也不是想買下一個大市場然後開一大堆店的人。

Chick-fil-A states on their website, franchising is not an opportunity for passive financial investment, working from the sidelines or adding to a portfolio of business ventures.

Chick-fil-A 在其網站上表示，特許經營不是一個被動的金融投資機會，也不是一個從旁協助或增加商業投資組合的機會。

Franchisees are called operators, and each operator is hand-picked by Chick-fil-A after a rigorous interview process.

加盟商被稱為經營者，每個經營者都是 Chick-fil-A 經過嚴格面試後親自挑選出來的。

Chick-fil-A likes to say it's about going to Harvard MBA.

Chick-fil-A 喜歡說自己是哈佛 MBA。

It can take anywhere from 12 months to 24 months.

這可能需要 12 個月到 24 個月的時間。

So you really have to want to do this and be willing to go through the initial paperwork, but then extensive interviews.

是以，你必須真的想做這件事，並願意完成最初的文書工作，然後進行廣泛的面試。

Out of the more than 8,000 applicants Chick-fil-A receives annually, the company only selects about 130 new operators a year.

在 Chick-fil-A 每年收到的 8,000 多份申請中，公司每年只挑選約 130 名新經營者。

That's an acceptance rate lower than Stanford.

這個錄取率比斯坦福還低。

One of the skills that we really look for is somebody that's really good at developing people.

我們真正需要的技能之一是非常善於培養人才的人。

A lot of the stores have over 100 employees.

很多商店都有 100 多名員工。

They've got to be really, really good at pouring in and developing people and teams and leadership teams.

他們必須非常非常善於傾力培養人才、團隊和上司團隊。

If selected, Chick-fil-A franchisees need only an initial investment of $10,000, which covers the franchise fee to become an operator.

如果被選中，Chick-fil-A 加盟商只需初始投資 10,000 美元，即可支付成為經營者的加盟費。

That's much lower than the startup cost for a McDonald's franchise, which requires a $45,000 franchise fee as well as $1.3 to $2.3 million of additional investment.

這比麥當勞特許經營的啟動成本低得多，麥當勞特許經營需要 4.5 萬美元的特許經營費以及 130 萬至 230 萬美元的額外投資。

If they're at 10 or 15 locations, it's hard to have that market presence and to really know their team members and the communities that we serve.

如果他們有 10 或 15 個分店，就很難在市場上佔有一席之地，也很難真正瞭解他們的團隊成員和我們所服務的社區。

We've got a lot of interest to become operators.

很多人都想成為我們的運營商。

We feel like that model is going to be really important.

我們覺得這種模式非常重要。

It's what's gotten us to where we are.

是它讓我們走到今天。

Chick-fil-A credits this hands-on approach with the success of its restaurants, which on average make far more off of each location than their competition.

Chick-fil-A 餐廳的成功歸功於這種親力親為的做法，平均每家餐廳的利潤都遠遠高於競爭對手。

For years, Chick-fil-A's footprint was mostly in the Southeast, but today it can be found across the country.

多年來，Chick-fil-A 的足跡主要在美國東南部，但如今已遍佈全國各地。

They have about 2,600 restaurants throughout the country.

他們在全國擁有約 2,600 家餐廳。

They're also located in Canada, and they are opening in Puerto Rico.

它們還位於加拿大，並將在波多黎各開業。

We're opening about 100 stores a year right now, and we've got a lot of growth potential here just domestically in the United States, but we're also looking international as well.

我們現在每年開店約 100 家，僅在美國國內就有很大的增長潛力，但我們也在關注國際市場。

Since 2007, Chick-fil-A has nearly doubled its restaurant count to 2,598.

自 2007 年以來，Chick-fil-A 的餐廳數量幾乎翻了一番，達到 2,598 家。

Compared to a lot of other chains, that's still slow, like a Chipotle is opening 200 restaurants a year.

與許多其他連鎖店相比，這個速度仍然很慢，就像 Chipotle 每年要開 200 家餐廳一樣。

No matter which Chick-fil-A location you eat at, the company says its values are reflected in its day-to-day operations.

無論您在哪家 Chick-fil-A 餐廳用餐，該公司都表示其價值觀體現在日常營運中。

It is a very close culture.

這是一種非常親密的文化。

They're also invested in its values, which they do say are based on Judeo-Christian values, which you don't have to be a Christian to work there, but they do take some of these basic values of humility and generosity, and if you want to go to a prayer service while you're there, you certainly can.

他們還對其價值觀進行了投資，他們說這些價值觀是基於猶太教-基督教價值觀，你不一定非得是基督徒才能在那裡工作，但他們確實秉承了一些謙遜和慷慨的基本價值觀，如果你想在那裡參加祈禱儀式，當然可以。

From its inception, founder Truett Cathy's Christian faith played a major role in the company's business strategy.

從公司成立之初，創始人特魯伊特-凱茜的基督教信仰就在公司的經營戰略中發揮了重要作用。

It's why Chick-fil-A's are never open on Sunday, not just so workers can attend church, but also so they can rest in general.

這就是為什麼 Chick-fil-A 的餐廳從不在週日營業的原因，這不僅是為了讓工人們能去教堂，也是為了讓他們能好好休息。

We feel like we make up for the sales Monday through Saturday, and that anticipation of, ah, I can't get Chick-fil-A today, so I want to make sure to go first thing Monday morning.

我們覺得週一到週六的銷售額可以彌補我們的損失，而且我們還能預料到，啊，我今天吃不到 Chick-fil-A，所以我想確保週一早上第一件事就是去吃。

It's also the reason the company has never gone public.

這也是公司從未上市的原因。

I don't think we will ever, actually I know we'll never go public, and there's not a real benefit for us to do that.

我認為我們永遠不會上市，實際上我知道我們永遠不會上市，而且上市對我們來說沒有真正的好處。

We've grown conservatively, and so we don't need a lot of investors or extra cash to go and to build new stores or new businesses.

我們的發展比較保守，是以不需要大量的投資者或額外的現金來建立新店或新業務。

Part of Cathy's values are reflected in how employees are treated and how they're expected to treat customers.

Cathy 的部分價值觀體現在如何對待員工以及員工應如何對待客戶上。

Thank you. My pleasure. Y'all have a great day.

Thank you.我的榮幸祝你們今天愉快

Although you won't see it in restaurants where the employees are masked up,

雖然你不會在員工蒙面的餐廳裡看到、

Chick-fil-A has long asked employees to greet customers warmly with a smile.

長期以來，Chick-fil-A 一直要求員工用微笑熱情地迎接顧客。

Even if it's just a very small interaction, you can share a lot by just the smile the team member has with guests.

即使只是很小的互動，只要團隊成員對客人微笑，就能分享很多東西。

It's just a small little thing that we can do that makes a difference.

這只是我們能做的一件小事，卻能帶來不同的效果。

Occasionally, Chick-fil-A's values have attracted scrutiny, especially when the company's foundation donates to conservative groups or causes.

偶爾，Chick-fil-A 的價值觀也會受到審查，尤其是當該公司的基金會向保守團體或事業捐款時。

There's been some groups perceived as anti-gay, and this has attracted attention from progressive groups.

有一些團體被認為是反同志的，這引起了進步團體的關注。

The company's foundation in the last year has focused its charitable giving on three different areas, homelessness, hunger, and education.

去年，公司基金會的慈善捐贈主要集中在三個不同的領域：無家可歸者、飢餓和教育。

I think the most important thing for us being in the restaurant business is that we serve everybody.

我認為，我們從事餐飲業最重要的一點是，我們為所有人服務。

My grandfather, I love how he talked about it with politics.

我的祖父，我喜歡他談論政治的方式。

He would say, I'm not right wing or left wing, I'm the whole chicken.

他會說，我不是右翼或左翼，我是整隻雞。

When you go to headquarters in Atlanta, there is this rock with a quote from Truett that is displayed prominently that says what Chick-fil-A's corporate purpose.

當你去亞特蘭大總部時，會看到一塊石頭上醒目地寫著特魯伊特的一句話，上面寫著 Chick-fil-A 的企業宗旨。

It says, to glorify God by being a faithful steward of all that is entrusted to us, to have a positive influence on all who come in contact with Chick-fil-A.

它說，通過忠實管理託付給我們的一切來榮耀上帝，對所有接觸過 Chick-fil-A 的人產生積極影響。

I do think that reflects this very higher, noble sense of company self they have.

我確實認為，這反映了他們對公司的自我意識非常高尚。

They believe they do more than just serve chicken sandwiches.

他們相信，自己做的不僅僅是雞肉三明治。

Thank you so much.

非常感謝。

My pleasure. Have a nice one.

我的榮幸祝你愉快

Bye.

再見。