Practical lessons from four female Owner-Operators on developing people, nurturing culture, and leading with unwavering purpose.
At Chick-fil-A®, leadership is more than a title — it’s a daily commitment to serve, inspire and grow others, beginning with active listening and building a culture where every voice matters. Chick-fil-A local Owner-Operators leverage qualities like intuition, warmth and attentiveness to shape guest experiences and positively impact team culture.*
We sat down with four remarkable local Owner-Operators — Ali Holzaepfel (Chick-fil-A Lewis Center; Lewis Center, Ohio), Brooke Smith (Chick-fil-A South Fulton Parkway; Atlanta, Georgia), Xiomara Gonzalez-Lopez (Chick-fil-A Plaza del Sol; Bayamón, Puerto Rico), and Ummara Sajid (Chick-fil-A Nassau Bay; Houston, Texas) — for a virtual roundtable conversation about what it means to lead with purpose, develop young talent and foster the next generation of leaders.
Read on to understand how these Chick-fil-A local Owner-Operators balance excellence and empathy to empower the next generation of leaders.
On Mentorship & Development: Growing Future Leaders
Xiomara Gonzalez-Lopez: “I meet with each of my leaders one-on-one at least once a month. We talk about their dreams, their goals and how I can support them. It’s about meeting them where they are and giving them the tools to be successful.”
Ali Holzaepfel: “It’s important to get to know Team Members — their hobbies, school activities — so when we provide them with opportunities to become a trainer or team lead, there’s already trust. I’ve had Team Members still in high school or just starting college step confidently into leadership.”
“At Chick-fil-A, age isn’t a barrier—it’s about heart, commitment and being coachable.”
Ali Holzaepfel
Ummara Sajid: “The world focuses a lot on IQ, but a mentor once taught me to focus on EQ, emotional intelligence. The best leaders are self-aware and in tune with others’ emotions. When we lead with empathy, we create space for care and connection.”
On Empowerment: Creating Space for Every Voice
Brooke Smith: “My leaders are my thought partners. We think through things together. It builds trust, creates shared ownership and brings fresh energy to our vision. Encouraging them to speak up empowers them to lead with purpose and brings valuable perspective to our team.”
Ummara Sajid: “I often think back to the dining room table in my childhood home. This was where my family came together daily around mom’s Pakistani cooking for genuine conversations. At Chick-fil-A Nassau Bay, I want my Restaurant to feel like that—a second dining room for our Guests. I have an open-door policy.”
“I strive to create a culture where my Team Members and the community can gather at tables to share their own hopes, goals and dreams.”
Ummara Sajid
Ali Holzaepfel: “My Team Members tell me the thing they love most is that anyone can bring an idea. I say it at orientation — your voice matters and I want to hear from you. And when they speak up, I listen. Creating a space where every Team Member—no matter their role—feels comfortable sharing their perspective helps us grow stronger together.”
On Leadership: Equal Parts Vision and Vulnerability
Ummara Sajid: “At first, I was doing everything myself, but I realized that left me unaware of what my leaders were capable of. I had to step back and allow them to take ownership — and even make mistakes.”
Xiomara Gonzalez-Lopez: “Be vulnerable. That is number one. When you lead with vulnerability, people see themselves in you.”
Ali Holzaepfel: “My leadership has grown in patience. In a fast-paced restaurant environment, having a calm presence is key. I’ve also grown into being a really good listener. My Team Members say it helps them reflect and grow.”
On Balancing Growth and Care
Ali Holzaepfel: “I delegate the things that don’t need my direct attention so I can focus on my Team Members. That’s where I add the most value.”
Xiomara Gonzalez-Lopez: “Let go of the idea that you’re the best at everything. Teaching others helps you discover and grow your team’s strengths.”
“Chick-fil-A is really in the people business, and that includes my team. We try to support Team Members beyond their shift and show them they’re valued, whether that’s helping them build confidence, explore college, or grow into leadership.”
Brooke Smith
On Advice for Aspiring Leaders
Brooke Smith: “It’s so valuable to believe in yourself. It sounds so simple, but when you’re young, a woman, or a person of color, it’s not always easy to see yourself reflected in leadership roles, and that journey can feel uncertain. But believing in yourself and knowing that you’re there for a reason can make all the difference.”
Xiomara Gonzalez-Lopez: “I’ve learned that leadership doesn’t always look like what people expect. I am a vulnerable leader, but that doesn’t make me any less of a leader, it makes me real. You don’t have to perform a version of strength that isn’t true to you. You lead best when you lead as yourself.”
Ali Holzaepfel: “The important thing is to lead in a way that’s true to who you are—confident in your worth and grounded in your actions.”
Pass it On
These Chick-fil-A local Owner-Operators are building cultures of care, purpose and possibility — and inviting others to do the same. Whether mentoring the next generation or modeling what leadership can look like in the communities in which they serve, Ali, Brooke, Xiomara and Ummara exemplify – through both words and actions – that everyone has a place at the table.
*Most Chick-fil-A® restaurants are operated by independent franchised business owners who make all their own employment decisions and are responsible for their own content and policies.
