Chick-Fil-A: Observation Report

I conducted my experiment earlier this week while at the new Chick-fil-a for roughly forty-five minutes. It was a busy lunch rush so many customers or employees didn't bother to notice me while they enjoyed their visit. There seemed to be a common theme amongst the employees and the store as well as the customer’s interactions with each other. Each person’s life is as deep and complex as my own and their actions represented interesting results.
To begin, it was very busy, there were traffic cones and employees directing traffic to get inside. The setting of Chick-fil-a was very welcoming, the employees were eager and ready to serve the customers. It was very busy during the lunch rush, but it was super clean, efficient and the cashiers were helpful and friendly. All of the employees were eager to help and their smiling faces showed it. Chick-fil-a is known for it’s second mile service and everyone seemed to genuinely want to be there. They employees didn’t seem to get annoyed with the people taking their time ordering or being a difficult customer. A few of the customers seemed to be taking a little longer than normal to find what they wanted to eat.
I found myself in the dining room observing everything and everyone. The dining room was set up to have an intimate feel to it. There were fresh flowers on every table and each table had some privacy. The

People are consumed with their own reality that they didn’t even acknowledge me sitting at a table watching them. Each person seemed to have their own stories different from everyone else’s. For the most part, the employees seemed to have similar interests in wanted to produce the best customer service. The customers had the same goal of wanting to try a new popular restaurant they might have been unfamiliar with. Overall, the general consensus was that a majority of people wanted to get on with their day with as little human interaction as