Lessons in hospitality from Chick-fil-A

It’s not often that I’m impressed by the service in a fast food restaurant, but recently I visited Chick-fil-A in Nacogdoches, Texas, who did just that.

Lessons Learned

1. Greet with eye contact and a smile. As I approached the counter, the worker looked straight into my eyes with a bright smile and asked “How may I help you?” After placing my order and saying thank you, she smiled and replied “it’s my pleasure.”

2. Demonstrate small acts of kindness. I did not have to wait for my number to be called or walk back up to the counter to get my food. The food was quickly delivered to my table by a young man who served each of us our food with a smile. After thanking him, he replied “it’s my pleasure.”

3. Go the extra mile. After approximately ten minutes, another young lady walked up to our table and with a bright smile asked, “is there anything I can get for you?” My reply was, “no, but thank you” to which she replied with a smile “it’s my pleasure.”

4. Train for consistency. Two things stood out among the employees. First, they were all trained. Second, they were trained with consistency. Each employee we encountered made eye contact, smiled naturally, and responded to every thank you with “it’s my pleasure.” I felt like it really was their pleasure to serve me. I was impressed and I will go back.

Share your comments and ideas on how to demonstrate excellence in hospitality.

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