Comments on: Two Tales of Customer Service… http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/ Conscious Living....Deliberate Living. Deciding what I want to strive for and then setting goals to get there... "But the dreamers of the day are dangerous people because they think their dreams into reality with eyes wide open." Sat, 22 Nov 2008 12:54:36 +0000 http://wordpress.org/?v=2.5 By: Jake Poore http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25983 Jake Poore Thu, 29 May 2008 15:09:40 +0000 http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25983 I Love the story, it's a great example of managing the entire experience...even in "down times". However, the sad truth is not all stores are executing this the same way for Chik-Fil-A, McDonalds or Burger King. The Chik-Fil-A by my office does a great job, most of the time, but I did see a day where the hand-made sign was up...and chaos rained in the parking lot. Now, they all have the same information, the exact same access to the WOW! catalog and corporate standard operating guidelines...however, some stores are indepently mangaged or owned, and run by-the-seat of their pants managers. I will say the Mc Donalds by my house does this exact same process every morning as S.O.P, and they have earner my loyalty. I wish I could say that all stores of the same brand will build this level of conistency...but we have alot of work to do to get there! I Love the story, it’s a great example of managing the entire experience…even in “down times”. However, the sad truth is not all stores are executing this the same way for Chik-Fil-A, McDonalds or Burger King.

The Chik-Fil-A by my office does a great job, most of the time, but I did see a day where the hand-made sign was up…and chaos rained in the parking lot.

Now, they all have the same information, the exact same access to the WOW! catalog and corporate standard operating guidelines…however, some stores are indepently mangaged or owned, and run by-the-seat of their pants managers.

I will say the Mc Donalds by my house does this exact same process every morning as S.O.P, and they have earner my loyalty. I wish I could say that all stores of the same brand will build this level of conistency…but we have alot of work to do to get there!

]]> By: Susan http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25284 Susan Wed, 16 Apr 2008 14:59:38 +0000 http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25284 I had the same experience at Chik-Fil-A a while back. Everything was handled professionally and cheerfully! Susan I had the same experience at Chik-Fil-A a while back. Everything was handled professionally and cheerfully!

Susan

]]> By: Erin http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25278 Erin Tue, 15 Apr 2008 21:29:46 +0000 http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25278 As a side note, that Chick Fil A does that service everyday at lunch, regardless of their speaker or not. It is by far, the gold standard in my book. As a side note, that Chick Fil A does that service everyday at lunch, regardless of their speaker or not. It is by far, the gold standard in my book.

]]> By: SmallWorld http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25277 SmallWorld Tue, 15 Apr 2008 19:19:19 +0000 http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25277 Fabulous story. I love that you balanced the bad story with a good story. I hope someone from Chik-Fil-A reads this! Fabulous story. I love that you balanced the bad story with a good story. I hope someone from Chik-Fil-A reads this!

]]> By: Dennis Snow http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25274 Dennis Snow Tue, 15 Apr 2008 14:35:19 +0000 http://www.sixredheads.com/2008/04/15/two-tales-of-customer-service/#comment-25274 Thanks for the comment on my recent blog post. I am a huge Chik-Fil-A fan and they're a great example of how a company in a tough industry can consistently deliver great service. It just takes commitment and focus. Thanks for the comment on my recent blog post. I am a huge Chik-Fil-A fan and they’re a great example of how a company in a tough industry can consistently deliver great service. It just takes commitment and focus.

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