What Leaders Can Learn From Chick-fil-A’s Uphill Battle of Rebuilding Trust With Customers

Inc ^ | June 20, 2025 | staff

[xxqqzz]

A couple of years ago, a new Chick-fil-A restaurant was under construction in my neighborhood. Now, Chick-fil-A and I go way back. I went to high school in Georgia. I well remember the Chick-fil-A in the local mall (well, the only mall) in our small town. While the chicken sandwiches weren’t exactly a revelation, they were a nice change of pace from my usual McDonald’s cheeseburgers.

Although I no longer eat chicken, I followed the construction progress of my neighborhood Chick-fil-A restaurant closely. However, it’s what happened when a neighbor posted a photo and an update about our soon-to-be open Chick-fil-A that most caught my attention.

Someone commented on Nextdoor that they would never set foot in this new Chick-fil-A—or any other. The reason: “The company supports anti-LGBTQ groups and laws.” That was news to me. With my curiosity piqued, I decided to do some research, and what I discovered surprised me.

To begin, Chick-fil-A is famously closed on Sundays, and there’s a reason for that. The founder, S. Truett Cathy, who passed away in 2014, was a devout Southern Baptist. It was his decision to close Chick-fil-A restaurants on Sundays so that employees could “rest and worship if they choose.” That business model has worked well for the company since its founding in 1967.

However, Chick-fil-A got tangled up in the politics of same-sex marriage more than a decade ago. News reports asserted that the company had donated many millions of dollars to groups considered to be anti-gay. The reported donations sparked widespread protests, boycotts, and criticism at the time.

However, Chick-fil-A stopped donating to such organizations years ago.

[b4me]

got their food twice about a decade ago, and it wasn’t anything to write home about.

Thought maybe the first time was a fluke, but after 2nd blah meal I decided not worth the time or money.

I avoid all fast food and most opportunities to eat out or pick up “prepared” supermarket foods.

It’s all highly processed or junk ingredients and oils etc, almost none of it is real actual food for a body to live on.

Eat fake and gain weight, among other health issues too.

[b4me]

6 other days to shop...

not really.
not for people who work Mon-sat, or live in areas where food stores are a distance, or like in some cases food stores open 8, 9am or later and close 7 or 8pm.

If they got kids or elder family to care for they may not have any time before or after work. Juggling in grocery shopping could be as difficult as setting Dr. appt.

shopping online for groceries isn’t always cheap nor convenient/doable for people either. again depending on where a person lives and their situation.

[1Old Pro]

Someone commented on Nextdoor that they would never set foot in this new Chick-fil-A—or any other. The reason: “The company supports anti-LGBTQ groups and laws.”

I guess nextdoor doesn't kick off the kook lefties, they kick off conservatives at a drop of a hat.

[jeffersondem]

“If they got kids or elder family to care for they may not have any time before or after work. Juggling in grocery shopping could be as difficult as setting Dr. appt.”

If you have an ox in the ditch, pull him out; even on the Sabbath. Or Sunday.

Nothing wrong with that. It has been preached for thousands of years.