In a recent webinar conversation with Nicholas Lawrence (Nicholas L.), Executive Director of People & Culture at Chick-fil-A Restaurants, local franchise – Indianapolis, and SPARK HR 2026 speaker, he shared how to be an organizational culture architect and how to make your organization a gold standard of service.
During the webinar, three themes emerged on how to make organizational culture the best it can be:
1. Culture = Consistent Standards Over Time
Culture can’t be a buzzword. Culture is defined by the standards organizations set and consistently uphold.
2. Intentionality in Defining and Enforcing Standards
Organizations must determine what standards they set and enforce. Then standards must be clearly stated, modeled, and consistently reinforced by action for the intended culture to stick.
3. Leadership Behavior Shapes Culture
Leaders play a crucial role in modeling and reinforcing standards. Leadership actions create a pattern of behavior that influences the entire organization by signaling to the workforce, “this is how we do things here.” Culture becomes visible through what leaders consistently do, not just what’s said.
To hear all of Lawrence’s insights, sign up to watch the free on-demand webcast: “The My Pleasure Advantage: Why Chick-fil-A Wins on People”
Want to learn even more? Catch Nicholas Lawrence live at SPARK HR 2026 in St. Pete Beach, FL, April 28–30, 2026, for his full session: “The Culture Engine: Secrets Behind Chick-fil-A’s Consistent Service Excellence”