Dan Cathy, president and COO of Chick-fil-A, believes that attentive, sincere, memorable service is a key ingredient to building a successful company. Service is tied to the corporate mission. It affects the bottom line. But what makes Cathy a leader worth watching is that he walks all that talk. He spends one day each year working behind the counter, just like Chick-fil-A's 494 corporate employees do. "The closer top management are to the customer, the more successful an organization is likely to be," he says.