This afternoon a friend on FaceBook shared her experience with Chick-fil-A.
So I drove to Chick-fil-A for lunch and the line was wrapped around the corner but two managers were outside greeting people, taking orders and creating a pleasant experience. Next door was Carl’s Jr. with NO WAIT. I drove up to CJ since it appeared faster but after 1.30 of waiting without being greeted, FINALLY some unhappy person took my order. Now I see why the line at Chick-fil-A was around the corner. #servicematters #customersremember #creategoodexperiences
I commented on my friend’s status and asked if I could share her experience on my blog. Here’s her response:
Hi Myra – Happy New Year! Yes, I’m totally open to that. What was crazy was that the line at CFA moved quicker and seemed more responsive even in it’s busy time. It’s clear that being unproductive breeds among your staff and onto your customers. In the future, I’d rather experience the jovial on-going service of CFA than take the short cut of frustration with CJ for sure!
Based on my friend’s disappointing experience with a competitor, it’s no surprise that Chick-fil-A customers were willing to wait in a line that wrapped around the corner. Chick-fil-A managers proactively and eagerly served waiting customers and the efficient staff kept the line moving quickly. The instinctive action on the part of Chick-fil-A left an unforgettable impression on my friend and resulted in positive word-of-mouth advertising on FaceBook and now Twitter and a blog via my posting. As for the competition, I like the way my friend put it: “Being unproductive breeds among your staff and onto your customers.”
Take a tip from Chick-fil-A: Take care of your customers. Customers remember. Service matters.