How military leadership principles translate into restaurant ownership, team development and community stewardship
Across the country, Chick-fil-A is home to a remarkable community of local Owner-Operators whose military backgrounds shape the way they lead, mentor and care for others.
From flight operations to leading military units, their assignments when they were in uniform spanned the globe.
Although their military service concluded, their mission of serving others continues. Today, veteran Owner-Operators across the country serve their communities in many ways.
This Veterans Day, we connected with four local Owner-Operators to hear how core principles learned in military service help them invest in their Team Members and communities every day.
A Common Mission: Selfless Service
While military operations and restaurant leadership are very different tasks, the core calling feels familiar to those who have worn the uniform.
For Jordan Chroman, local Owner-Operator of Chick-fil-A North Salinas and Chick-fil-A South Salinas in California, the connection clicked before he officially retired from his 30-year career as a soldier in the United States Army. Jordan served in Airborne and rapid deployment units, commanded troops overseas and served at the Pentagon, but it was his wife, Heather, who first recognized his next chapter after visiting the Chick-fil-A Support Center.
“She came home convinced that becoming a local Owner-Operator should be my next mission,” Jordan recalls. “She saw an organization whose values aligned with our own—an opportunity to continue serving and developing people. And as usual, she was right.”
To Jordan, the transition felt natural. “Being a local Owner-Operator carries responsibilities well beyond serving food. We care for our people, coach our teams and develop the next generation of leaders in our restaurants and in our communities. That responsibility is deeply familiar to anyone who has led in our military.”
Nancy Christman, local Owner-Operator of Chick-fil-A Maple Grove in Minnesota, shares that perspective. Growing up in an Army family with a father who was a career officer and Vietnam veteran, Nancy later spent 11 years in the United States Air Force as a communications electronics officer across active duty and reserve service.
“Both organizations have a heart for serving others,” says Nancy. “In the military, I learned ‘service before self’ and the importance of taking care of people, both those you work with and those you serve. There is a sense of family that is prevalent both in the military and in the restaurant.”
Translating Mission Discipline to Daily Operations
Running a high-volume restaurant requires clear communication, consistency and an ability to stay calm under pressure.
For Dan Kosin, local Owner-Operator of Chick-fil-A Mowry Ave and Chick-fil-A Auto Mall Parkway in Fremont, California, those operational skills come from his 26 years in the United States Air Force. Dan spent decades as a B-52 navigator and instructor, training new pilots and navigators.
“Aboard an aircraft, every crew member has a role, and mistakes carry serious consequences,” Dan explains. “That requires trust and clear communication. While the stakes are different in the restaurant, everyone plays an important part in the operations. Following proven procedures is what creates consistency.”
In Washington, D.C., DK Kang, local Owner-Operator of Chick-fil-A 7th Street DC, brings his operational precisions to the city’s busy urban core. DK served in the United States Army as a counterintelligence special agent before spending 19 years with the U.S. Capitol Police and later founding a logistics company.
“The military taught me to stay calm under pressure, make decisions when things get difficult, and take responsibility when things don’t go as planned,” DK says. Following his lead, DK’s team approaches large-scale catering orders with the same detail-oriented mindset: “We run our catering program complete with briefings, route planning, liaison coordination, operational support and after-action reviews.”
Investing in the Next Generation
Ask any Owner-Operator what brings them the greatest fulfillment, and the answer centers on people.
For Dan, working with high school and college students, many stepping into their very first job, is one of the most impactful parts of restaurant ownership. “Just as I loved training new pilots and navigators in the Air Force, I love helping young Team Members build self-confidence and learn professional skills that will serve them beyond Chick-fil-A,” he says.
In Salinas, Jordan compares running his restaurants to leading in the U.S. military. “Becoming an Operator feels a lot like being a company commander again… I see the direct impact on our Team Members every day.” Jordan conducts weekly one-on-one mentorship sessions with his leadership team, emphasizing clear standards and honest feedback. ” We challenge them with increasing responsibility, support them through coaching and counseling and hold them accountable for their performance. We try to ‘do what’s right’ by our leaders.”
DK approaches his team with a focus on what he calls the “Three I’s”: Intelligence, Integrity, and Initiative. “When I was young, leaders in the Army saw potential in me and trusted me with real responsibility,” says DK. “I want to give our Team Members that same space to perform, learn from their mistakes and leave our restaurant better prepared for whatever their future holds.”
For Nancy, that growth is personal. “Watching our Team Members achieve their personal goals and grow into confident leaders is my biggest joy as an Operator,” she said.
Rooted in Community Stewardship
For each of these Operators, serving their country has naturally evolved into caring for their neighbors down the street. Today, that commitment comes to life through hands-on local involvement:
- In Minnesota, Nancy’s restaurant supports local military families through initiatives like Beyond the Yellow Ribbon and local VFW posts, while also participating in Tee It Up for the Troops and volunteering at the local Veteran’s Hospital. Nancy recently joined the Service Academy Selection Board for a local member of Congress to help nominate candidates in her community for the US Air Force Academy, West Point, the US Naval Academy and the US Coast Guard Academy.
- In California’s Bay Area, Dan’s restaurants team up with local churches to provide warm meals to neighbors facing homelessness or housing insecurity, and show appreciation for local first responders.
- In Salinas, Jordan works closely with local schools and organizations like Monterey County’s Veterans Transition Center to support transitioning veterans and families facing hardship, with a focus on helping to improve his community.
- In Washington, D.C., DK stays connected to service members by organizing educational events on Capitol Hill for veterans exploring business ownership, supporting local National Guard units, and partnering with Chick-fil-A Government Affairs to serve the Marine Corps Barracks.
A Continuing Mission of Care
While their environments, responsibilities, and uniforms have changed, the fundamental compass guiding these leaders remains constant: Serving others first.
These Veteran Owner-Operators demonstrate how the dedication and discipline formed in the armed forces continues to influence their leadership. Through every Team Member coached, every Guest served and every community partnership built, their service continues.
