Wednesday, October 5, 2016

Chick-fil-A Treats Its Customers Like They Matter… And That Matters a Lot

Here’s something interesting to consider today…

Chick-fil-A, which trains its employees to say please and thank you, holds the highest ranking in the restaurant business for polite service.

So says the restaurant-focused QSR Magazine, anyway. But the news shouldn’t be surprising to anyone who frequents the cow-friendly establishment. Simply put, the fast-food chicken joint is known for its customer service as much as for its waffle fries and tasty, tasty milkshakes.

Asposted on Yahoo! Finance, Business Insider reports:

“While small pleasantries are easy to dismiss in the multi-billion dollar restaurant business, these little things have played a key role in setting Chick-fil-A apart from the competition.

“In 2015, Chick-fil-A generated more revenue per restaurant than any other fast-food chain in the U.S. The chain’s average sales per restaurant reached nearly $4 million.

“Meanwhile, the average KFC sold $1 million in 2015.”

For that matter, Chick-fil-A can actually generate more “revenue than chains such as KFC, Pizza Hut and Domino’s with more than twice as many U.S. locations.”

Now, I could point out that it’s a Christian establishment with firm Christian values. That would be a valid topic to broach. But let’s consider it from a capitalistic standpoint instead.

From a customer service perspective, positive attitudes are appealing. When patrons are treated well, no matter the industry, they’re more likely to have positive emotions about the place in question, which encourages repeat business… which translates into higher sales.

From an employee perspective, positive attitudes are just as beneficial. When workers are expected to take their jobs seriously, it’s not just their actions that change for the better; it’s also their attitudes. They learn to take pride in their jobs, performing them to the best of their abilities and therefore to their customers’ satisfaction more often than not.

Which keeps customers coming back. Which makes more money for the business.

It’s a win-win-win.

Based on Chick-fil-A’s very successful business model, it seems safe to say that there’s something credible to customer service: the art of considering other people’s existence… a shocking thought, I know, in today’s egocentric culture.

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