Chick-fil-A Bristow at 10: Looking back on building a successful team

For the past decade, Mike Lovitt has walked through the door of his Chick-fil-A restaurant.

His greeting to customers who are already sitting down eating meals, and to those standing in line waiting to order is unmistakable.

“Hello, how are you. It’s good to see you!” Lovitt shouts as he carries a computer bag while waving at the familiar faces inside his eatery in Bristow.

They wave back.

“Hey, Mr. Mike!,” one woman says, looking up from her chicken nugget meal.

For the past 10 years, this has been the routine for Lovitt, a Lt. Colonel who retired from the U.S. Army and wanted to do something different. He found that something as an owner-operator at the nation’s most popular fast-food chain.

He’s worked to not only build a contingent of raving fans who love to come back the food and smiling service, but also a team of employees that have been with him for nearly his entire time running the restaurant, which he opened.

“Trying to find the right people is key. We look for people who don’t see this as a transit station, where they just stop and here, make a few bucks and move on,” said Lovitt.

As part of a 10th-anniversary celebration this month, Lovitt awarded his senior staff members with certificates, thanking them for their hard work over the years. They were all appreciative, smiled, and if someone walked into the restaurant during the ceremony, they stopped and said what they always say — “welcome to Chick-fil-A!”

Building a trusted team didn’t just happen overnight. It took six years to get it right.

“There were some dark days when I was the first person in the morning and the last person out at night,” said Lovitt.

After retiring, Lovitt went to work at a Chick-fil-A in Maryland to learn the business. He planned to have a Chick-fil-A restaurant of his own. When the opportunity arose to open the Bristow location, he jumped at the chance.

“I was chomping at the bit to get here,” he said.

While he learned the Chick-fil-A way of doing business while in Maryland, it took six years in his store to build the team he wanted — employees who believe in the mission to make great food and provide outstanding customer service. Employees who treat the business like their own.

Now with 65 employees, there are still challenges ahead for this team, like creating a more efficient drive-through experience for guests. With about five people standing outside the building working the drive-through lane on a recent, busy Tuesday, they’re getting better.

“The other day, I pulled into the parking lot and saw that more cars were waiting up to leave [after receiving their food] than more cars waiting in line to order, that’s a sign we’re on something,” said Lovitt.

Lovitt and his team will continue serving their guests. He has no plans to go anywhere.

“Will I be here in the next 10 years? I hope so. I can’t see me doing anything else,” he said.

Chick-fil-A Bristow is located at 9939 Sowder Village Square in Bristow.