Enter your email to receive blog updates →

Chick-fil-A Understands Great Customer Service

by Ryan Shell on March 22, 2010

Great customer service shouldn’t be something that shocks you, but it probably does due to the fact that it happens so infrequently.

That being said, there is one organization that seems to have “great customer service” down pat… and that is Chick-fil-A. Now, eating there doesn’t exactly work with my get fit plan, but when I cheat it’s a place I like to frequent.

No matter if you dine in, or order at the drive-thru, you’re going to be greeted by someone saying “How may I serve you” (I think that’s what they say) and when you’re order is complete they’ll say “My pleasure.”

I’ve eaten at several different Chick-fil-A locations over the past few weeks, and every experience has been a good one. The staff is friendly, attentive and really seems to care that you have a good dining experience… they’re essentially doing their job, a job that so many organizations fail miserably at.

You can have the best marketing in the world, but a bad customer service experience can quickly wipe out the bells and whistles you’ve spent so much time and money developing.

Enjoy that post? Sign up to receive updates automatically:

About the Author

Marketing & PR pro. Social media user, cyclist, inline speed skater, volunteer, blogger, public speaker. Founded Fashables. Work at Ketchum. And I’m goofy.

  • http://www.modmealsonmendenhall.com Cecelia

    If only they were more socially responsible. That’s why it hurts my soul to go there!

  • Ryan Shell

    Cecelia, what do you mean by that?

  • http://www.stevecurtin.com Steve Curtin

    And in the digital age with the ease of access to real time social media channels, your organization’s marketing message is constantly shaped by unpaid volunteer marketers called customers. They’re shaping the message through blog posts like this one, Yelp, Twitter, Facebook, etc.
    If a company’s official (paid) marketing message is in conflict with the messages its customers are receiving from unpaid volunteers (you and me), guess which message wins?

  • Ryan Shell

    Steve, great points. I think this a great example of this in practice is when researching hotels on sites like TripAdvisor.com. I’ve seen hotels get crushed by customers, but I’ve also seen instances of management reach out and address issues in the open… and I give them credit for doing so. Thanks for leaving a comment.

  • http://www.stevecurtin.com Steve Curtin

    Ryan, here’s a Twitter update I just came across that relates to this discussion: http://twitter.com/birdsall/status/10886798003
    Keep up the good work!

  • Ryan Shell

    Thanks. The first item about relationships is something I’ve thought a lot about this week, especially for something like FB pages.

  • Pingback: Customer Service: Making the Customer feel Valued After the Sale | RyanShell.com

  • https://twitter.com/#!/VintagePrecious Athena

    Very true, it is a family favorite of mine.  Tim Hawkins has a great Chick-fil-A song I think you’d like it.  With this article and that song running though my head I now have a great big smile on my face, thanks. 

Previous post:

Next post: