Innovation and faith of Chick-Fil-A’s customer service

Thanks to the conference organizers of Imagination Summit 2011 at Biola University, you too an watch the inspiring talk with Chick-Fil-A CEO Dan Cathy. In that talk, he talks about the history, the meaning of restaurant being a place of restoration, and how that ties into their restaurant business as a place of restoration through food and through customer service. Their 2-year effort to make “second mile second nature” was instrumental in growing revenues in a down-economy and keeping their stores closed on Sundays; great service like fresh-ground pepper, free refills, and possibly personalization-tracking on iPads in the near future.

Watch the video in HD at Youtube or play all 16 videos from Imagination Summit via playlist

Inspired me so much that I went to Chick-Fil-A the very next day for breakfast. And great customer service was demonstrated by their adding cream to my coffee at the drive-thru, although I wish they’d change the company policy, so it’s not just cream and coffee for me.

More recently, I went to a Chick-Fil-A in Orlando (during the Exponential Conference) that hosted a teens’ dance party in the evening — music cranked up LOUD, alcohol-free, and the sweet-tea was flowing! Noticed how my Icedream soft-serve ice cream didn’t melt after slowly savoring it for over an hour. Their use of a styro cup kept it cool and yummy for much longer than the typical paper cup!


One response to “Innovation and faith of Chick-Fil-A’s customer service”

related posts