Check the parking lot. Aside from the new car dealership that exists on the top level of the parking structure—you can see this foolishness from I-95—most patrons park near the food court entrance because it’s the most direct route to Chick-fil-A. The restaurant is located on the third floor of the mall, along with a handful of small eateries that I’ve yet to see anyone patronizing.
But when I took my daughter Nailah there for lunch last week, the reasons why we all seem to follow Chick-fil-A to the ends of the earth became that much more apparent to me. After one hour, I left with four points that illustrate why their customer service soars above the competition.
Ensure the best value
Nailah is only thirteen months old. She’s eating solid foods, but I can’t order her a number one combo. However, I was surprised to see that Chick-fil-A had a kids’ meal that Nailah could actually eat. Instead of the milk or juice beverage choices, I asked the team member for a cup of water. “Are you sure?” she asked. “I can give you the juice or the milk.”
“No, I’ll just order water for her.”
“But you will pay for the drink regardless,” the team member said. “Choose one and I’ll give you the water anyway.”
I like it when a major brand cares that I get the most for my money. I knew the cup of water was complimentary and that I’d be charged for a beverage regardless. But I appreciated the team member making sure I knew it and that I got what I paid for.
The team member that took my order also noticed that I was pushing a stroller. As I waited for our food, I was pleasantly surprised to see her carrying the tray around the counter to where I was standing. “I’m coming with you,’” she said with a smile. She walked my tray of food to the table of my choosing. This service was something that I needed, but never would’ve asked for. But the team member anticipated this need and fulfilled it.
While Nailah and I ate, another team member walked around the food court area and greeted all the Chick-fil-A customers, offering them fresh ground pepper. When he got to our table, he asked if I needed anything. “More ketchup?” I said. And more ketchup is what I got. This single action was something that I wouldn’t expect at a fast food restaurant.
I’m sure I’m not the only one who’s enjoyed such a pleasant dining experience at Chick-fil-A, which explains why their side of the Landmark Mall food court is always full. Such consistency with customer service solidifies that warm and fuzzy feeling with the customer and ensures that they’ll return.
I anticipated a good meal at Chick-fil-A, but I never imagined I’d get a great lesson in customer service that I can apply to how aiellejai serves its clients. Have you had a great customer service experience lately that has influenced how you do business?