I recently had lunch at a Chick-fil-A restaurant in the Dallas-Fort Worth area. The experience was significantly different and better than what I normally experience having lunch throughout the Dallas-Fort Worth area, and for that matter, throughout America as I travel for business and pleasure. As I reflected on my experience, I identified 5 reasons I felt it was so positive. I believe these 5 elements of my experience could and should be success lessons for anyone or any organization desiring greater success!
- Excellent preparation for my visit. The restroom, the counter for ordering, and the eating areas were clean, bright, well organized and inviting.
- Intent on making my experience the best it could be. Every single employee with whom I came in contact seemed sincerely delighted that I showed up for lunch at their restaurant. They greeted me with a sincere smile, made and kept direct eye contact and eagerly communicated their desire to serve me with excellence.
- Excellent service following the sale and throughout my visit. There was a delightful person continually circulating throughout the eating areas asking if anyone needed or wanted anything else. When I asked for some extra condiments, I didn’t get the typical look of “you’re just trying to get more for free.“ Instead, I received yet another smile, direct eye contact and the response, “absolutely, I’ll be right back.”
- Effective, efficient service for many, while demonstrating a singular focus on each customer. As I ate lunch, I watched with fascination and admiration as the very friendly and focused outside employees took orders and moved car after car rapidly through the drive-thru lines. They obviously have a proven, synchronized, customer-focused process that facilitates serving their customers effectively, efficiently, and with excellence.
- It is all about the experience from the perspective of the customer. The leadership and people who served me were clearly focused on my personal experience. Seemingly nothing else mattered. The quality of the people, as well as the organization’s culture was obvious and outstanding.
Each and every one of these 5 success lessons could be and should be applied throughout your life and your work. I guarantee, you will be far better for it!