All Restaurants Could Take a Lesson From My Chick-Fil-A Visit on How to Have Good Customer Service
Chick-fil-A Fully Staffs Their Restaurants
Chick-fil-A showcases how to have good customer service from the moment you walk in the door. If there is an employee nearby, he or she is always there to open the door with a smile and welcome you in. Once you get to the counter, you can see what makes Chick-fil-A work so smoothly. They are crawling with employees. More importantly, they are crawling with employees that all have something to do. There is no standing around chit-chatting with each other. It is not unusual for there to be 6 lines, 3 orders deep, yet the line moves quickly and the employee at the counter is happy to assist.
It's My Pleasure
It's my pleasure is a phrase that I hear over and over when I visit. All other service entities need to adopt that phrase. No matter what a Chick-fil-A employee does for you, they always answer with "It's my pleasure." And the funny thing is that they truly give the impression that they are thrilled to have the opportunity to assist you.
Always Looking to Serve the Customer
Another great example that Chick-fil-A displays on how to have good customer service is that employees are always making the rounds throughout the store. Rarely do I go up to the counter for a refill. Before I have the chance to stand up an employee will walk by my table and offer to get the refill for me. What do they say after returning? "It's my pleasure." It's just a simple refill, but the fact that they staff the restaurant with enough people for me to be able to stay at my table with my family means a lot.
The Customer is Always Right
My family goes to Chick-fil-A weekly at a minimum because it's a great place for kids. You never know when one of the Chick-fil-A cows will be there and the play areas are usually big, fun, and clean. During my Chick-fil-A visit today the restaurant management was even able to use the play area as a way to show how to have good customer service. A girl about 8 years old was standing on top of the slide. It wasn't extremely dangerous, but the management did not like her being up there. So a manager rushed in and politely asked her to get down. But what was impressive is how the manager handled the situation with the girl's father. As the manager was leaving the play area, the father rather gruffly asked "What was she doing wrong?" The manager's response was "Oh sir, she wasn't doing anything wrong, we just want to make sure the kids don't get hurt." It took the father off the defensive and he also asked his daughter to stay off the slide.
The food choices are as tasty and healthy as you are going to be able to find at a fast food restaurant. And the cows are a terrific marketing campaign. But a better marketing campaign than the food quality and cows is how great the customer service is every time you walk in. If you don't live in an area with a Chick-fil-A, get to one as quick as you can so your visit can be as good as my Chick-fil-A visit!