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Mark Miller, former vice president of high performance leadership at Chick-fil-A, discusses the key factors that contribute to the company's exceptional customer experience. He emphasizes the importance of leadership, particularly at the local restaurant level, as the competitive advantage of Chick-fil-A. Miller also highlights the role of the corporate staff in serving the operators and creating a powerful combination.

He explains the rigorous selection process for restaurant operators and the focus on character, competence, chemistry, and an internal locus of control. Miller acknowledges the challenges in defining leadership and distinguishes it from management, emphasizing the importance of vision, engagement and development of others, continuous reinvention, and valuing both results and relationships.

In this conversation, Mark Miller discusses the importance of embodying a leader's heart and the role it plays in leadership effectiveness. He emphasizes that a leader's heart is a big deal and can multiply the effect of their skills. Mark also talks about the need for both leadership and management in an organization, highlighting that leaders should compensate for their bias towards either results or relationships. He provides practical strategies for valuing both results and relationships, such as setting goals for expressing appreciation and gratitude. Mark concludes by sharing his excitement about continuing to serve leaders in his second half.