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Street Hawk
LSU Fan
Member since Nov 2014
2209 posts

Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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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cgrand
New Orleans Pelicans Fan
HAMMOND
Member since Oct 2009
13185 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
now do popeye's


Brosef Stalin
LSU Fan
Member since Dec 2011
24830 posts
 Online 

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
Its more than that. They always get my order right and relatively quick and the stores are clean.


SG_Geaux
LSU Fan
Googolplex Posts
Member since Aug 2004
66037 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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.
This post was edited on 2/9 at 12:42 pm


CorporateTiger
Western Michigan Fan
Member since Aug 2014
10340 posts
 Online 

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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.


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180
Eightballjacket
LSU Fan
Member since Jan 2016
2447 posts
 Online 

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
The self-order kiosks coming to McDonald's will be programmed to say thank you.


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260
Tiger Roux
LSU Fan
Houston
Member since Mar 2009
3589 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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.


Wtodd
Missouri Fan
Tampa, FL
Member since Oct 2013
34693 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
How fricking sad is it that people have to trained to say 'please' and 'thank you?? Should have learned this at home.


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311
TDcline
Navy Fan
American Gardens building 11th flor
Member since Aug 2015
5973 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you


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300
AUCE05
Atlanta Braves Fan
Member since Dec 2009
24309 posts
 Online 

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
They also charge a premium for that service. It is worked into the food prices.


BogeyGolf
SMU Fan
Minot
Member since Nov 2016
599 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
For a while there they were going overkill on the "my pleasure" script. That place was packed with pleasure.


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101
SPEEDY
Lamar Fan
2005 Tiger Smack Poster of the Year
Member since Dec 2003
68846 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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?


Boudreaux35
BR
Member since Sep 2007
15293 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
quote:

now do popeye's


Whatchu mean, please and thank you? I ain't yo slave!


NYCAuburn
Auburn Fan
TD Platinum Membership/SECr Sheriff
Member since Feb 2011
47646 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
quote:

The chain's average sales per restaurant reached nearly $4 million.


Yet the owner/operators make only about 150k


BloodSweat&Beers
East Carolina Fan
One Particular Harbor, Fl
Member since Jan 2012
7370 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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.




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170
lsu13lsu
Member since Jan 2008
5165 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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.


Thrawn
Huntsville, AL
Member since Sep 2017
194 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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


beaverfever
Arkansas Fan
Little Rock
Member since Jan 2008
17261 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
quote:

They also charge a premium for that service. It is worked into the food prices.
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.


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180
Walking the Earth
Member since Feb 2013
14574 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
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.


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80
TDsngumbo
USA Fan
TDsngumbo (R)
Member since Oct 2011
11428 posts

re: Chick-fil-A is beating every competitor by training workers to say 'please' and 'thank you
It's always my pleasure to give them the pleasure.


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