I'm not going to repeat my story of how I was hired at Chick Fil-A 3 1/2 years ago. It definitely was a door God opened for me and I appreciate the opportunities I have had to grow not only as an employee but as a person. Chick Fil-A is not just your average fast food restaurant with that crabby person behind the counter rolling their eyes at you. That will NEVER happen at Chick Fil-A. When we were trained two weeks before our opening in Port Jefferson, our trainers emphasized something they called the "Core Four." Chick Fil-A believes each "guest" needs to have an amazing experience each time they walk into any CFA restaurant. They want people to feel welcome and enjoy their stay while they are enjoying great food. So what is the "Core Four?" Its simple. Share a smile, listen attentively, speak enthusiastically and have good eye contact. In my 3 1/2 years with Chick Fil-A, I can honestly tell you it does work. I will never forget when our Owner/ Operator at Port Jefferson Stan met with all the new employees for the first time and said "We want to bring southern hospitality to New York." My reaction was "Good luck with that one!" What I have seen is that New Yorkers want to be treated nicely even though some of them will not return the favor if you catch my drift. Let me share with you the Chick Fil-A "Core Four" and how we can use it in every day life or life application.
SHARE A SMILE - Who doesn't love to be smiled at? What I have noticed being at the register or serving in the Dining Room is that guests are more prone to treat you nicer if you smile at them. They really want some sunshine in their lives. Just recently a guest shared with me the difficulties they were facing. They were bringing food to a friend who was in the hospital. They said they love coming to CFA because everyone is so friendly and pleasant. Sharing a smile with someone means a lot to them. I love the challenge of getting the grumpiest person, smiling at them, trying to get them to laugh and giving them a great CFA experience. Sometimes it works but most of the time it does!
LIFE APPLICATION - I have learned to smile at people even when at times I really don't feel like it. Sharing a smile goes a long way!
LISTEN ATTENTIVELY - This was a hard lesson for me to learn. When I was a manager I received many complaints. Some were legit but some were ridiculous. one was "I asked for 6 Chick Fil-A sauces and I only got 5. Can I have a free sandwich?" I found myself getting defensive until I realized people just need to vent. They just want to be heard. Yes, some of the complaints are crazy and yes, believe it or not there are a few rude people in New York! There are times we need to keep quiet and listen to people. It makes a difference!
LIFE APPLICATION - I have learned to listen before I speak. I have been told I am a great listener and have had some friends call me and ask if they could meet with me. All they really want is not so much my advice, but to be heard and have someone listen to them. Listening is sometimes more important than speaking. Let's learn to listen!
SPEAK ENTHUSIASTICALLY - I have never met anyone who goes into a restaurant, a store and a bank who enjoys having someone speak to them rudely. That is not good customer service. CFA wants us to be enthusiastic when it comes to any position we are working. The key is a great guest experience. If you are on headset, give the guest an amazing greeting to let them know we are so happy to have them there. The same goes for when you are at the front counter. I will never forget when we first opened in Port Jefferson and a trainer was on the register. A guest started yelling about their order very rudely. The trainer just smiled and was very nice to the guest. I said to him "Wow! He was rude! I can't believe you didn't tell him off!" His answer was "That's not the Chick Fil-A way. You need to be enthusiastic." People want to be treated nicely and appreciate that kind of environment. We all want to be in a happy environment. Who likes it when you go to any fast food place and you are ignored?
LIFE APPLICATION - I have learned to be enthusiastic even when I seriously do not feel like it. I could be tired or having a bad day, but I have been trying so hard to be enthusiastic with my speech but also my attitude. The Bible tells us that the joy of the Lord is our strength in Psalm 28:7. Even when you feel your enthusiasm is gone, I find myself looking for any avenue to be enthusiastic knowing my God gives me such joy, especially knowing Him.
GOOD EYE CONTACT - When we were being trained, we were told you need to have great eye contact. Make sure you are directly at the person so they know you are fully engaged and not distracted. They want to order their food, receive it hot and get out. Giving good eye contact means you are listening and hearing them. I can't tell you how many times I have been to other places where the order was totally messed up because the workers were distracted and not listening to me. CFA emphasizes looking directly at people so they know you want to get their order right...period!
LIFE APPLICATION - When I am in conversation with people, I try very hard to give good eye contact. It shows that I care about them. Years ago when I was very shy, I had a hard time with this. Today, I can see the importance of this not only at work, but wherever I am.
HAVE A BLESSED WEEK! UNTIL NEXT TIME!
No comments:
Post a Comment