I needed to run some errands during lunch today and forgot to pack my meal. After running to the grocery I headed for the Chick-Fil-A (CFA) Drive Thru. I’ve been trying to be better about eating less fast food so I decided to order my usual Spicy Chicken Sandwich Grilled. Maybe then my after work trip to the Y won’t be completely blown.
Here’s a little secret about CFA- you can request any chicken on the menu grilled. They don’t advertise this so not many people know. It’s a nice secret. It’s also a way to guarantee that your food is made when you order. Which of course also means you always have to wait longer.
It was no surprise when I paid at the window that the employee (named Sarah) asked me to pull to the back and told me they would bring my food out to me. I put my car in park and started catching up on Twitter. A middle aged woman came to bring me my food and after she handed it to me she said “Can you wait here a minute? I forgot something.” She came back out a minute later and handed me a coupon for a free sandwich. The CFA Employee said “Sorry about your wait, here’s a coupon for the trouble.” and of course when I thanked her she replied with a cheerful “My Pleasure!”
I have to admit I was surprised! I ordered a special sandwich during the lunch rush. I was high maintenance and expected to wait. It would be unreasonable for me to expect that I would not have to wait. But CFA graciously not only honored my request with a smile, but rewarded me for the wait. They acted as though my wait was there fault. They went out of their way to thank me for being a patient customer.
This has me thinking about how we treat others. I have never heard one single story about someone receiving bad customer service at CFA. Every time I’ve gone to order I feel like they are genuinely happy to see and serve me. Regardless of who you are, what you look like or believe walk into CFA and you will be treated like taking your lunch order is the best thing they will do all day.
I wonder if I do that in my own work. Sometimes people ask me to do something for them that they can truly do themselves. I like to help people learn to be self-sufficient and to look for answers on their own, but do I do it in a CFA like way? I wonder if I am as gracious, joyful and happy when responding to ill-timed needy requests from customers as the CFA Anderson staff are to me.
I’ll be honest Chick-Fil-A isn’t the best food in the world. I go there because I love how they make me feel. I actually prefer Zaxby’s food, but I love the environment and service at CFA. It’s consistent that they are happy to do their jobs. I wonder if I come across that way in my work. I wonder if I cultivate an office that is known for their service. Just something to think about.