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Bear with Me - 3/31/26


As a customer, you’ve probably called a company and heard the phrase “bear with me.”  At that point, you know there’s going to be some sort of delay.  The CSR is giving you a heads up that there’s going to be additional wait time.  Essentially, they are trying to Read more

Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

Don’t Bury the Lede - 3/17/26


Mary was working at the office, and she received an e-mail alert from the water company.  There was a water outage in her neighborhood.  It looked like it was going to be a couple hours to fix the issue. Sure enough, a few hours later around mid-afternoon, Mary received another Read more

Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

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A Great Carolinas Customer Service Example

Posted on July 14, 2009 in Business Advice, Carolinas Please leave a comment

There are many examples of great customer service in North Carolina and South Carolina. One organization that has a strong presence in these states and delivers outstanding service is Chick-fil-A.  This Southeastern-based organization has a reputation built from the experience of its customers, where you get consistently good service no matter which restaurant you patronize.  You seem to get consistently courteous, respectful, and personalized service no matter which employee you engage in the drive-thru.  You constantly hear their branded slogan “my pleasure” whenever you thank them for something.  They offer their name to you when you place your order at the drive-thru, and they present a very clean and welcoming appearance when you eat inside.

How does Chick-fil-A do this? There are many methods they use, not the least of which is how they attract their personnel.  We’re familiar with how they will proactively go to particular schools or organizations to recruit staff for their restaurants.  This is done so that they have more control over their applicant pool by seeking out those groups more likely to have personable and professional individuals participating.

They have orientation and training which all staff attend which focuses strongly on the organization’s mission and vision to ensure that everybody understands why they are working there and how important the customer is to them.  The mission in part is to ‘have a positive impact on everyone with whom we come in contact.’ That could be the mission statement for any kind of business in the world, not just a restaurant.  It doesn’t say anything about chickens or waffle fries, but it says a lot about the mindset that it wants its employees to have.

To many customers, the fact that they are closed on Sundays is an example of the organization’s values as well.  And it is also a perk to employees.

Finally, it’s an organization with a strong work ethic – they have the motto “if you’re leanin’, you should be cleanin’.”  They try to promote the need for employees to be proactive and look for opportunities to do something positive for the business or its customers, even when the day is a little slow.

Take the Chick-fil-A challenge.  Go to a restaurant today, and see what you can learn from them to apply to your business.

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/


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