Magazine : Archives : 2nd Quarter 2020

Customer Service, Not Lip Service

It’s noon on a cold Saturday in Hendersonville, Tennessee, and my son and I are hungry. We roll into the nearby Chick-fil-A and order a chicken sandwich, nuggets and waffle fries. The line is double-wrapped around the building, which isn’t unusual for the popular fast food chain. Our order is taken quickly by a teenage employee with a tablet. A minute or so later another teenage employee charges my credit card, responding to my “thank you” with Chick-fil-A’s standard response, “My pleasure.” Another minute or two, and I’ve got my bag of food. The order is accurate, my food is...