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Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
Posted on 2/9/18 at 12:37 pm
Posted on 2/9/18 at 12:37 pm
quote:
The secret to Chick-fil-A's success is as simple as saying "please" and "thank you."
The chicken chain is statistically the most polite chain in the restaurant business, according to a QSR Magazine's annual drive-thru report released in October.
Employees at Chick-fil-A were the most likely of the 15 chains surveyed to say "please" and "thank you," and to smile at drive-thru customers. Chick-fil-A workers were also as the second most likely to have a "pleasant demeanor," only topped by the up-and-coming fast-food chain PDQ.
According to the report, Chick-fil-A employees said "thank you" in 95.2% of drive-thru encounters, based on data from nearly 2,000 visits to 15 restaurant chains.
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed.
"It's all about speed and accuracy, but we know our customers appreciate that we can be nice while being fast and accurate," Mark Moraitakis, senior director of hospitality and service design, told QSR. "Eye contact and smiling go a long way in the drive-thru experience."
Chick-fil-A has taken pains to make its drive-thru strategy as customer-friendly as possible, reports QSR. The chain has dedicated drive-thru teams, made up of compatible Chick-fil-A employees, and sends employees with tablets out to the drive-thru lane to take orders when lines begin to form.
While small pleasantries are easy to dismiss in the multi-billion dollar restaurant business, these little things have played a key role in setting Chick-fil-A apart from the competition.
In 2015, Chick-fil-A generated more revenue per restaurant than any other fast-food chain in the US. The chain's average sales per restaurant reached nearly $4 million.
Meanwhile, the average KFC sold $1 million in 2015.
Analysts have said that customer service is key to Chick-fil-A's success. Superior customer service drives higher sales per unit, contributing to the chain's ability to generate greater revenue than chains such as KFC, Pizza Hut, and Domino's with more than twice as many US locations.
According to Chick-fil-A, the chain has the upper hand when it comes to customer service because it invests more than other companies in training its employees. The chicken chain's unique business structure, in which each franchisee is only allowed to open one Chick-fil-A location, further allows for more hands-on supervision and training.
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Posted on 2/9/18 at 12:38 pm to Street Hawk
now do popeye's
Posted on 2/9/18 at 12:39 pm to Street Hawk
Its more than that. They always get my order right and relatively quick and the stores are clean.
Posted on 2/9/18 at 12:40 pm to Street Hawk
Are you suggesting that being nice and polite is a good thing that people appreciate?
There is a Wendy's on my way home that I go to often. Not that I love Wendy's, but it is convenient, the employees are always super polite, and they are lightning fast.
There is a Wendy's on my way home that I go to often. Not that I love Wendy's, but it is convenient, the employees are always super polite, and they are lightning fast.
This post was edited on 2/9/18 at 12:42 pm
Posted on 2/9/18 at 12:40 pm to Street Hawk
quote:
The chicken chain's unique business structure, in which each franchisee is only allowed to open one Chick-fil-A location, further allows for more hands-on supervision and training
I would guess this has more to do with it than whether they say please or thank you.
Posted on 2/9/18 at 12:41 pm to Street Hawk
The self-order kiosks coming to McDonald's will be programmed to say thank you.
Posted on 2/9/18 at 12:42 pm to Brosef Stalin
I love some popeyes, their customer service is almost comical. Its part of the charm.
Take your damn chicken and be glad we let you buy it.
Take your damn chicken and be glad we let you buy it.
Posted on 2/9/18 at 12:42 pm to Street Hawk
How fricking sad is it that people have to trained to say 'please' and 'thank you?? Should have learned this at home.
Posted on 2/9/18 at 12:43 pm to Street Hawk
Posted on 2/9/18 at 12:46 pm to Street Hawk
They also charge a premium for that service. It is worked into the food prices.
Posted on 2/9/18 at 12:49 pm to Street Hawk
For a while there they were going overkill on the "my pleasure" script. That place was packed with pleasure.
Posted on 2/9/18 at 12:50 pm to Street Hawk
quote:
McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed.
Wonder what the rate is for their milkshake machines working?
Posted on 2/9/18 at 12:50 pm to cgrand
quote:
now do popeye's
Whatchu mean, please and thank you? I ain't yo slave!
Posted on 2/9/18 at 12:50 pm to Street Hawk
quote:
The chain's average sales per restaurant reached nearly $4 million.
Yet the owner/operators make only about 150k
Posted on 2/9/18 at 12:52 pm to AUCE05
quote:
They also charge a premium for that service. It is worked into the food prices.
I am willing to pay a premium for service that can handle cars wrapped around the building for the drive thru and it takes 5 minutes from arrival to getting my food.
Posted on 2/9/18 at 12:55 pm to Brosef Stalin
quote:
Its more than that. They always get my order right and relatively quick and the stores are clean.
They come by my table and offer refills etc. It is amazing.
I read where they make far more more money per store than places open 24/7. They are not open 24 or 7.
Posted on 2/9/18 at 12:58 pm to Street Hawk
It's more than that. I go to a Chick-fil-a at lunch hour, am fifth or sixth in line, and I have my food in under five minutes.
I go to burger king at lunch. I'm third in line. It takes me five minutes before my order is taken, and another ten before I have my food.
I show up to Chick-fil-a at 4 o clock in the afternoon. Nobody's there, I order, have my food in five minutes.
I show up to McDonald's at 4 in the afternoon. Nobody's in front of me. I order, I have my food in ten to fifteen minutes.
Chick-fil-a is head and shoulders above every other fast food chain in customer service and efficiency. I'd say taste too, but that's pretty subjective
I go to burger king at lunch. I'm third in line. It takes me five minutes before my order is taken, and another ten before I have my food.
I show up to Chick-fil-a at 4 o clock in the afternoon. Nobody's there, I order, have my food in five minutes.
I show up to McDonald's at 4 in the afternoon. Nobody's in front of me. I order, I have my food in ten to fifteen minutes.
Chick-fil-a is head and shoulders above every other fast food chain in customer service and efficiency. I'd say taste too, but that's pretty subjective
Posted on 2/9/18 at 12:58 pm to AUCE05
quote:And Ill pay it with a smile on my face. Chick-fil-A is unbelievably well managed from the top down. What a great company.
They also charge a premium for that service. It is worked into the food prices.
Posted on 2/9/18 at 1:00 pm to Street Hawk
The store looking clean and the staff looking clean cut is probably worth a lot more than a thank you, though that's nice, too.
Posted on 2/9/18 at 1:02 pm to Street Hawk
It's always my pleasure to give them the pleasure.
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