Toward the beginning of a two-hour drive for a client meeting, I stopped at a local fast food joint to pick up lunch to go. Naturally, the exchange with the Chick-fil-A employee over the speaker in the drive-thru was pleasant. She said “my pleasure” twice during the brief exchange. I know this is ingrained in the training process of Chick-fil-A employees. Chick-fil-A employees focus on creating a wonderful customer experience. It’s such a pleasure to patronize a Chick-fil-A restaurant.
The car in front of me in the drive-thru was at the pick-up window for less than 30 seconds. When he pulled away, I pulled up next to the window. A young and very enthusiastic Chick-fil-A employee practically jumped through the window and said, “We’re playing a game today. If you can finish the next part of the Christmas song I sing, your meal is free. You have to sing it though.”
“Okay. I’ll try to get it.”
“I’m dreaming of a,” she started to sing.
When I belted out “White Christmas” in song, she and her to co-workers clapped and screamed with delight. Sure enough, my food was free.
This completely took me off guard. Every time I frequent a Chick-fil-A (except the one in the food court in the mall in downtown Philadelphia), the employees are polite, service is tremendous and the food tastes great. But, this “game” surprised me.
Whether this “game” was dictated by management of the local restaurant or a chain-wide directive, I don’t know. I wonder what the employees reactions were when they were told to do this or if they came up with the idea themselves. Regardless, they did it with enthusiasm and class.
I put Chick-fil-A employees in the same group of employees of great brands like Southwest Airlines, Panera Bread Co and Hampton Inn as far as quality service and consistency. However, this is my first experience being caught completely off guard by something like this.
Way to go Chick-fil-A!
If you have ever had a similar experience with any company, please leave a comment below. Let’s spread the idea that happy employees make businesses great!