![]() In that same spirit, Cathy shared a verse from the Bible - Matthew 5:41: “If anyone forces you to go one mile, go with them two miles.” At Chick-fil-A, they’ve put that verse into action with an “extreme service makeover,” going the extra mile to provide amenities not common in a quick-service restaurant, like offering fresh ground pepper to patrons dining in, or staff offering to carry heavy trays for moms with small children, helping them get settled and coming back to check on them often.Īnd they give free rein to their operators to get creative in surprising customers with a little something extra. One way we do that is by remembering that we’re all people with a lot of emotional things going on that don’t necessarily show on the surface, so we try to offer amenities and kindness that minister to the heart,” he said.įree ebook: Customer experience - now and into the future Chick-fil-A’s extreme service makeover ![]() We strive to treat people better than the place down the street. “The word ‘restaurant’ means place of restoration, and we think of Chick-fil-A as an oasis where people can be restored. In keeping with this statement, employees at Chick-fil-A are taught a lesson we should all sit up and pay attention to: “Every life has a story, and often our customers and our employees, need a little grace and a little space when you deal with them because they are either experiencing a problem, just finished having a problem, or are about to have one,” said Cathy. To have a positive influence on all who come in contact with Chick-fil-A. What’s the secret behind the Cathy family’s success? Speaking to a packed auditorium at SAS Headquarters in Cary, NC, Cathy shared the company’s approach summed up in their corporate purpose statement: To glorify God by being a faithful steward of all that is entrusted to us. ![]() Turnover among Chick-fil-A’s 61,000 employees is a third of the industry average.Chick-fil-A does more business in its six day week ( they’re closed on Sundays) than McDonald’s does in seven.The 66-year old family-owned business is now the second-largest quick-service chain in the country.President and COO Dan Cathy says it does - and the numbers back him up: ![]() Does Chick-fil-A’s commitment to be kind to employees and provide heartfelt hospitality to customers make the food taste better? ![]()
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