I was pleasantly surprised that even the fast food chain Chick-fil-a could nail a customer experience touch point.
I took my family to Chick-fil-A recently for a school fundraiser. The local restaurant was donating a portion of the proceeds to a local school and I wanted to support the event. I had heard a lot about Chick-fil-A’s customer service focus and I was interested in seeing for myself.
Staff it Right
On a weeknight and during dinner time, I was worried about having to battle a crowd at the restaurant. I was pleasantly surprised when I saw that the staff at the restaurant had prepared for the rush and had more than plenty of people ready to serve a restaurant full of customers, without delays. Even with a full restaurant, but I walked in and within 30 seconds was already placing the order for the family.
The Smallest Thing Blew Me Away
After seating the family, I headed over to the counter for some condiments and utensils and there I found something that blew me away. Amongst the assortment of items, I found little tiny cups wrapped in ribbon. Inside the cups…cheerios. A sign above them said that even the little ones can have something at the restaurant. Being a customer service fanatic is tough, you spend so much time and energy on awesome customer service that the mediocre service offered at most places is disappointing. Chick-fil-A is a bright star in a market of duds. When the competition is struggling to just get started in customer service, Chick-fil-A is already going the second mile. Cheryl with ServiceUntitled points out:
It’s not the extra mile of service franchises bring to Chick-fil-A; it’s been described as the second extra mile. It’s where new franchise owners can take up to a year to come aboard. They have worked in the restaurant, gone through countless interviews, involved their families in the business, and identify with corporate values. All Chick-fil-A’s for instance, are closed on Sundays as a day of rest and prayer. While it’s not mandatory to be Christian, all owners must have demonstrated a special passion, humility, and genuineness.
This mentality translates to the quality of service that they provide. It’s not just a business, it’s a lifestyle. The people involved aren’t just doing a job, they’re making a difference. The idea behind it all is to create customer loyalty and through service, coupons, special events, and community functions, create “ambassadors” to spread the good word of Chick-fil-A to others who may just think of the restaurant as another fast food chain.
I’m not big on fast food, especially when taking the family out for a meal, but Chick-fil-A has won me over. I won’t hesitate to visit them again and tell everyone about my amazing experience.