Last weekend I visited a Chick-fil-A with my family. The place was packed, but we ordered and found a corner booth with enough room for seven.
Before we could begin our meal a man approached our table and asked if he could help us. Before I could answer he said, “I see you have a few ketchup packets but I’ll get you the good stuff for your sandwiches.”
He returned a 30 seconds later with Chick-fil-A sauce. Since this was our first visit to a Chick-fil-A we had no idea such sauce existed. And yes, it was good. The kids dipped their chicken and waffle fries in the sauce and skipped the ketchup.
A few minutes later the same man asked if he could refill our drinks. He also brought over a stack of napkins and was friendly without being annoying. I expect this level of service at an upscale restaurant, but not a fast food joint where I can feed the family for under 35 bucks.
As we got up to leave, my son accidentally dumped his extra fries in the trash bin. This same man offered to replace them at no charge. When he saw me approach the exit with a car-seat over my shoulder, he stepped ahead of me and opened the door.
Is this just the norm for Chick-fil-A? I don’t know, but I was so impressed I stepped back into the lobby while Kim gathered the kids. I wanted to find out what this man’s job title is.
“I’m very impressed with the service here,” I told him. “What’s your job title?” I asked.
“My job is to make sure customers leave happy,” he replied before heading off to assist someone else.
I never did find out what his official job title is, but I guess that doesn’t matter.
The fact is he made our visit a lot more comfortable and even, I dare say, memorable. With five young children, we’ve been on the flip side of this experience where our patronage wasn’t appreciated because our kids were acting like kids. Don’t you love that stare some servers give you when your child can’t decide between the fries, fruit cup, or carrot sticks? Oh how I love that!
Anyway, this experience reset my expectations of what a fast food experience can be.
Do you have someone at your company whose job it is to make sure customers leave happy? If not, should you?
You can really set your business and products apart from the competition especially if you’re in a market where the bar for service has been set low.