One day, a customer called the Chick-fil-A at Westgate Mall and said that his drive-through order was missing an item. Instead of simply apologizing and telling him to come back in if he wanted the item, store owner Daniel Curran drove the order to the customer’s home with free desserts and coupons for free meals on his next visit. It made Curran feel great when he saw the wonder on the customer’s face when he pulled in the driveway.
That type of customer service doesn’t just pertain to Curran. All employees are asked to deliver world-class customer service — and they do.
On a rainy afternoon in June 2008, the restaurant received a call from a distraught customer who had forgotten her purse there. Since her friend drove, they had already left, and the customer was already 25 miles away from the restaurant before she noticed she didn’t have her purse. Her friend had dropped the woman off, and now she was stuck with no ride and no purse. To make matters worse, the customer had an appointment later that day and needed her car keys, which were in the purse. The on-duty manager immediately took it upon himself to find the purse and drive his personal vehicle round-trip 50 miles to return the purse to the guest.
However, the service doesn’t stop with just customers. On a very hot August afternoon last year, nearby condominiums caught fire. Due to the size of the fire, first responders would be working past dinner, so employees filled coolers with Chick-fil-A sandwiches and made gallons of lemonade and iced tea. They delivered the food to the site much to the delight of the first responders.
It’s apparent through these actions that Chick-fil-A greatly values its customers and is willing to go the extra mile to prove that fact.
How to reach: Chick-fil-A Westgate, (440) 356-2030 or www.chick-fil-a.com
