Improving the customer experience; Focus on Chick-Fil-A Restaurants

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Travis B

DJ
Jul 27, 2006
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Lone Star State!
www.bouncemultimedia.com
Here is a great article about improving customer relations.

Since we are in the service industry it proves to be a great resource. I DJ'ed in another town the other night the grand opening celebrations for a Chick-Fil-A after hearing more about their corporate structure I decided to see what makes them tick. Here was a great article.

http://www.expertclick.com/NewsRele....aspx?ID=12281&CFID=28969222&CFTOKEN=55228064

http://www.fastcompany.com/resources/customer/chickfila.html

It is a wonder why Chick-Fil-A seems to be a more friendly company, and fast... It amazes me that a young-er fast food company that is family owned seems to be making more forward progression in the right direction than say McD's

....

Your thoughts?
 
My brother in law and I almost bought a Chick Fil A.... Let's just say that they are VERY picky in who they choose. And that is a good thing. I think of the fast food chains, they have the best quality and best service by far.

It is also VERY RARE for a franchisee to ever get more than one store. You CAN get a 2nd store after 5 years, but only if you have exceeded normal expectations of the company.

You can NEVER own a 3rd store.
 
I have heard Dan Cathy speak (President). His philosophies are very simple. All new employees are given extensive training in etiquette. Dan says that today's youth are coming to work with absolutely no understanding of good manners. Most probably due to a generation of latch key kids and fast food meals. No quality time sitting around a dinner table with Mom and Dad demanding appropriate behavior.

I, too, had a friend try to get a franchise and was turned down. He now has a Cold Stone Creamery franchise and is doing well.
 
On a cruise several years ago, the family that we shared a table with for dinner owned 2 stores in Georgia, great people, really enjoyed their company.
 
iresq said:
I, too, had a friend try to get a franchise and was turned down. He now has a Cold Stone Creamery franchise and is doing well.
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Ah, we were not turned down. But we didn't like where they wanted us to place a restaurant. It was about an hour away from both of us.
 
Nice thread.

There is a saying about fast food: "The battle of the burger (chicken) has nothing to do with the menu. It has EVERYTHING to do with a pleasant dining experience!"

Food is comparable. Service is not.

To me this says a lot about the DJ business also.

Dave
 
We don't have any Chick-Fil-A s that I know of in Canada. Good to know they are a well run business because the name sounds more like a bad rapper/hip hopper/scottish/porn star name.:sqerr::sqwink::sqlaugh:

young...
 
DJ Young said:
We don't have any Chick-Fil-A s that I know of in Canada. Good to know they are a well run business because the name sounds more like a bad rapper/hip hopper/scottish/porn star name.:sqerr::sqwink::sqlaugh:

young...
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yep... very well run. And like was mentioned, closed on Sundays. Food is good, not great, but it is as pleasant a fast food place you will ever eat at.
 
I dont know if I have ever experienced one though seeing them. Isnt that the place they wear those really bright unique uniforms with goofy hats?
 
Jon Tuck said:
I dont know if I have ever experienced one though seeing them. Isnt that the place they wear those really bright unique uniforms with goofy hats?
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Nope. Dark pants, white shirt, no hat.
 
It thrills me to know that there can be that much pride in an industry where food service has been downgraded to just food. It's about time businesses decide to step up the manners, it can only be good for society.

young...
 
back to the food. Chick-Fil-A is all about the FINE details. Imagine that your dining experience picks up only one one or two of the details... Imagine the ones you are missing!?!?!

I'm striving to retool what we do to model their behavior. Not just from an outward view, but also inward concerning management and best practices.
 
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