Taking Customer Service One Step Further

I don’t eat fast food all the time, but when I do, Chick-Fil-A is my #1 choice. I love their chicken sandwiches with just a touch of pickle juice (I take the pickles off, but the juice leaves behind a nice tang!), and their waffle fries are my hands-down favorite fast food fry.

And I also get some of my best work done at Chick-Fil-A.   Their iced tea is better than my mama makes (and as a Southerner, I’m picky about my tea – sorry, Mom!), their wifi is plentiful and fast, and I reward myself for a good day’s work with a warm, gooey chocolate chip cookie –  perfect after a session of banging out some stellar copy for my clients!

Needless to say, I’m a big fan of Chick-Fil-A.

Now, before you go getting your knickers in a twist, I don’t agree with their politics – but I do agree with their chicken.  And if you don’t want to eat there because of their politics, I totally understand. You do you. I’ll do me.

But here’s the REAL reason I visit my local Chick-Fil-A at least once a week.

The scene that greets women when they enter the restroom at the Chick-Fil-As in Columbus, GA

Now, you may be wondering why I’m showing you a picture of feminine hygiene and baby products in a public bathroom. Stick with me here.

Corporately, Chick-Fil-A is known for their outstanding customer service.  They are considered the gold standard (along with Disney) and have received numerous awards and accolades for providing amazing customer experiences in their restaurants.

But I think we’re missing the bigger picture here.  Chick-Fil-A doesn’t just provide great customer service.  They take it one step further.

Chick-Fil-A franchisees and team members ANTICIPATE their customers’ needs – then they deliver on them proactively.

Think about that a second.

They don’t just smile and say, “My pleasure!” when you buy something from them (though they always do, and they really do mean it!).

They imagine the circumstances in which you might come into their restaurant with your family and what you might need in their bathrooms.

And they make sure those items are available – free of charge.  No scrambling for a quarter in the bottom of your purse – it’s all free for the taking.

And I’ve been grateful on more than one occasion to partake in their generosity, particularly before my daughter was potty-trained.

In a day and age where most companies are counting each ketchup packet and napkin that goes out, Chick-Fil-A says, “Take what you need.  We trust you. We value you. We’re here to serve you – and all your needs.”

How powerful is that?!?!

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