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/
