So, what would happen if every other fast-food chain would take on Chick-fil-A’s customer service habits? The American public would see an enormous change in the food industry causing massive competition. Over the past decade reports have acknowledged that Chick-fil-A was considered uncompetitively small in comparison to chains such as McDonalds and KFC, however, the latest research is showing that Chick-fil-a has surpassed KFC by up to 30 percent. The thousands upon thousands of McDonalds are still holding the lead in the U.S. but I am sure ten years ago KFC would not have considered the chicken chain as a rival. If these rival chains were to incorporate customer service as well and all the vast amenities then those large chains would be insurmountably untouchable. Furthermore, I think it would be near to impossible to have that level of customer service and management on the same level in huge chains such as KFC and McDonalds across the board. This leads us to look at the how and why Chick-fil-A is such a growing phenomenon. …show more content…
This gives their employees a day off to recuperate from the week, have family time, and as the owner of the company states, “to worship if they so choose to do so”. This might be a huge controversial issue to some but the numbers speak for themselves. It works. Period. Customers are in awe of the stance this company has taken not only for the customer service but the way they tend to care and want the best for their employees. It has been proven time and again that a great management team can create a great working atmosphere and that initially trickles downhill to the other employees that are hands on with the customers. It’s simple, happy employees equal happy
Chick-fil-A’s system is closely aligned with the TQM system because their primary concerns are quality in products and services, customer satisfaction and overall dining experience, and employee loyalty. Top -management focuses on the long-term rather than the short term results, which is one of the reasons they promote Chick-fil-A by giving away free meals. Dan Cathy the president of Chick-fil-A, Inc. said, “While others might think giving away so much is a shortsighted waste of money, we understand the return that will come from that investment” (Cathy, 2009). Customers will come for the free products and enjoy the experience so much; they will return and tell their friends and family. Chick-fil-A puts quality first in every aspect of the company. For example, Floor maintenance is very important at Chick-fil-A. It is the third largest
In society, there are numerous businesses that quickly skyrocketed into successful corporations. A lot of these corporations are in the food industry. One very popular and successful food corporation is Chick-Fil-A. Chick-Fil-A is a fast food chain that prides itself on “a deep love for customers” and “a heart for employees. (“History”). While this has been the case since Chick-Fil-A’s founding, the business has faced its share of controversy. This report will analyze Chick-Fil-A’s conflicts, including those regarding the LGBT community, and how the business has handled these problems.
First, Chick-Fil-A is pretty much unrivaled in their signature sandwich. Of course most fast food chains serve some form of a chicken sandwich, but none have been out up against Chick-Fil-A’s and won in any public survey. Second, many competitors simply lack the desire to dedicate themselves to public service as they have. We know as Christians, God requires that we serve our brother with a glad heart. With Chick-Fil-A being a Christian based company, they have a moral commitment to this that other main competitors have not. Very few companies can say that have had a steady rise in both revenue and market share value over the entire history of the company. Their focus on the customer has gained them an immense amount of public loyalty, something that can be very difficult to oppose for competing chains.
Although, not just anyone. Chick-Fil-A looks for good people that actually care about the customers and co-workers they’re interacting with every day. According to Alex Sadler a Managing Editor, Chick-Fil-A simply looks for people with compassion and integrity. Chick-fil-A sets the bar high because according to Chick-Fil-A.com they provide such things as company-paid health, dental and vision insurance for staff member and eligible dependents, company-paid short-term and long-term disability insurance, company-paid life insurance, 401(k) retirement plan with up to 5 percent company match for participating employees, company-paid defined benefits pension plan, Paid vacation and sick leave, education Investment Plan, on-site fitness center with exercise classes, weight machines, racquetball and fitness consultants, Discounts on tuition for WinShape® Camps for children of staff members, on-site cafeteria and on-site Jeannette Cathy Childcare Center based upon availability. In fact, the starting pay for an Chick-Fil-A employee is 13 dollars an hour. Chick-Fil-A is one of many companies that keeps their options open for change due not only their customers reviews but also what their employees
Overall, In the fast food industry, Chick-Fil-A and McDonald’s do seem to be on the opposite sides of the spectrum when it comes to the cost of the food, the quality and nutritional value of the food, and the service each customer receives when visiting. It seems that Chick-Fil-A comes out on top in all three categories because they go above and beyond in everything they do no matter if it is the cost of the food or the great service they are providing to their guests. That is why Chick-Fil-A is growing around the Quad City area and is becoming number one in fast
Let us look deeper into each criteria. In the comparison of which fast food franchise serves French fries the best in terms of packaging, Chick-Fil-A was voted the best with a whopping 54% voting lead, McDonald’s came in second place with 30% of the votes, and the worst - Wendy’s and Cane’s tied with 8% of the votes. In the evaluation of saltiness, McDonald’s was voted the best with a 54% lead, Chick-Fil-A came in second at 24%, Wendy’s came in third at 14%, and Cane’s was the worst with 8% of the votes. In terms of shape, the test shows our audience liked the shape of the big Chick-Fil-A fries the most with 58% votes, McDonald’s second with 19% votes, Cane’s third with 14% votes, and Wendy’s French fries were the least favored with only 9%
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.
... Sunday often come across people that request Sundays off or a certain day of the week off in order to participate in a religious activity. They are required to work with the employee’s schedule to allow them to go to church or attend whatever ceremony they believe in. (Cross & Miller, 2012, p. 510)
As discussed earlier, Red Lobster has a “peer review” system. The employees who review other employees in certain circumstances, these employees have been trained to assess the situation by examining the evidence carefully and deciding what is best for the company and other fellow employees, they do not just agree with the management decision of keeping one employee in the company and terminating the other. This system is also a group peer review which means everyone who has worked with the employee will have the chance to state their opinion not just a selected few employees. These employees go through extensive amount of training to deal with these situations. Due to the fact that employees are aware of this very supportive “peer review” system there is a bound of trust. It allows employees to feel that their employers do care about them and will do their best to keep them as a proud member of the Red Lobster Team. Now because employees trust their fellow employees and their employers, in return they are motivated and happy to serve their guest with the best of their abilities. This also demonstrates in front of the guest and everyone works efficiently. Red Lobsters wants their employees to be proud of where they work and they want their employees to feel a sense of pride which that will reflect in their work. Therefore this is how Red Lobster is helping to improve customer service by making the staff feel proud to work at Red Lobster, in exchange for great customer service. Each and every employee at the Red Lobster will make sure that they exceed customer expectation because they want to work in a positive, trustworthy and efficient environment (Wirtz, Chew, & Lovelock, 2012).
Growing sales through service: TP came up with new methods to satisfy customers. Furthermore, employees got trained on acting in customers favour.
The majority of the book focuses on the process of hiring good people, treating them right, and letting their love and dedication for their company translate into premier customer service. The idea of putting employees first seems simple enough, however in today’s corporate environment it is easy to get caught up in the traditional measures of corporate success and lose sight of taking care of a company’s most important asset, its people.
The situation faced by the customer service team is due to the lack of employee motivation. Motivation in a team is essential, as it affects the productivity and the performance of the team. It shall be the manager’s duty to motivate his employees so as they work towards achieving the organizational goals (Lim , Chua, Usa, & Richard, 2015).
Happy employees means better customer service, and better customer service means happy customers. Whether they are hired to clean the bathrooms or to help run the company, employees should always be treated with respect. In my experience, this is not always the case. Businesses treat their employees as short term assets, when they should be treated as people. All humans are created equal, and just because someone is put in a position of authority over someone else, does not mean that they are more of a person. I plan to treat all my employees equally, with respect and
At any given time interview can be done with those in customer service and one thing will always remain there will always be unhappy customers. Anyone can search the internet and easily find many stories of customer complaints. There is even a website that allows small business to post complaints of those customers that are never happy. This brings the question is the customer always right? Looking at the current nature of business technology has made so many advances. Yet according to Bloomberg Business the upset customers are on the rise (Bloomberg). The industries that seem to be the most affected are those of the retailers, cable and satellite providers, and banks. This is in large part to the inability for the company to give the customer a lasting experience. The customer is left with unanswered question or the feeling of being swindled. The golden rule gives a great guideline to any manager facing an angry customer. How would you want to be dealt with? The manager can turn things around easily if they take the time to understand the issues in which the customer is upset. According to Forbes there are seven ways to handle u...
Customer success isn’t a lonely department. It should be engrained in every employee’s position. Work with your entire team to fully engage your customers and to add more value at every stage of the buyer’s journey.