As I dwell on my past experiences, one company that has created within me a Raving Fan is Chick-fil-A. Each time I dine at one of their restaurants, I am amazed with all that encompasses the Chick-fil-A spirit. Upon entering one of their restaurants, it is no secret why so many fast food customers prefer them over the plethora of options to be found within the fast food industry. The reasoning behind their success is relatable to the three Raving Fan secrets to customer service excellence, they have decided what they want to do, they have discovered what the customer wants, and they deliver plus one on numerous occasions. Chick-fil-A’s company vision is to simply provide excellent food and service, while portraying the Christian values that the company was founded on. A religious presence is evident even if you have never dined at one of their local restaurants. Chick-fil-A operates under a six day work model to recognize Sunday as the Sabbath and to allow their employees to rest and rejuvenate for a new work week. In addition to Chick-fil-A observing Sunday as a religious day of rest, they also embody a servant’s heart. They treat every customer that walks through their doors with honor and respect. It is clear that each of their employees have been trained to exemplify this mindset in order to provide the customer with a pleasurable dining experience and resounding “my pleasure”. Within the fast food industry, quality is not something that customers usually expect, but is highly coveted when delivered. At Chick-fil-A, quality has become a key selling point in terms of atmosphere, food, and service. Chick-fil-A has mastered the second Raving Fan secret of discovering what the customer wants and effectively applies it into their daily operations. When a customer decides to make a monetary investment to satisfy their hunger, they are more than likely desiring a pleasurable culinary experience, even at a fast food restaurant. From my past experiences of dining at Chick-fil-A, the food has never disappointed in terms of temperature, taste, or variety. By producing a relatively high-quality product at a competitive price, they are able to provide their customers with a high value service by differentiating themselves from a low value industry. In addition to high quality fast food, Chick-fil-A has discovered an effective distribution for quality of service. It is no secret that virtually everyone is engulfed with a busy schedule in one way or another. When a busy customer chooses fast food over other meal outlets, it is most likely because they don’t have enough time to cook their own food or sit down at a restaurant. Chick-fill-A understands this area of need by producing hot food at an impressive rate. On numerous occasions, I have ordered my meal of choice at the register and before I can finish paying they have already delivered my order to me. To some this would raise concern about the quality of the food, as it could have been sitting out for a while in preparation for a customer’s request. However, I have never experienced a quality issue when receiving my food during the process of paying as it is always consists of a warm temperature and succulent taste. If tasty food and fast service are not enticing enough, Chick-fil-A provides a warm, inviting atmosphere for the customers’ benefit. Every time I enter a Chick-fil-A, I am greeted with both a smile and warm personal interaction that is just seemingly hard to find in our fast paced, disgruntled world. I am sure we have all experienced a fast food fiasco where the
…show more content…
A simple, yet helpful gesture they provide is table checking. At most fast food locations, once the payment has been received and food delivered, the customer to employee interaction stops there. If you have the pleasure of dining in at one of their locations, you are more than likely to be partially waited on at your table. Some of their gestures include checking for refills, clearing trays, and simply asking for opportunities to enhance your dining experience. Services such as this are commonly found at sit down restaurants where a monetary tip is expected, not at fast food locations. This act of service, whether extremely helpful or irrelevant, is a nice reminder of the commitment Chick-fil-A provides its
A simple, yet helpful gesture they provide is table checking. At most fast food locations, once the payment has been received and food delivered, the customer to employee interaction stops there. If you have the pleasure of dining in at one of their locations, you are more than likely to be partially waited on at your table. Some of their gestures include checking for refills, clearing trays, and simply asking for opportunities to enhance your dining experience. Services such as this are commonly found at sit down restaurants where a monetary tip is expected, not at fast food locations. This act of service, whether extremely helpful or irrelevant, is a nice reminder of the commitment Chick-fil-A provides its