Attentive & Friendly Team members –

 

Core 4 is assessed at each order taking interaction and at each meal delivery interaction.  (Eye contact with Guest; TM shares a smile & Speaks in a Friendly Tone & responds with every thank you with a “My pleasure”)

 

Why Core 4 is important to the Guest experience: 

• Create eye contact: Making eye contact gives the Customer your full attention, showing you are ready to serve and care. 

• Share a smile: A genuine smile shows appreciation for the Customer choosing your Restaurant. A smile adds warmth and creates connection. 

• Speak with a friendly tone: Words are important and the way you say them matters. Use a positive, natural tone that shows respect for all Customers. 

• Always say “my pleasure”: Truett taught when a Customer says, “Thank you,” we say, “My pleasure.” It is an honor to serve Chick-fil-A Customers.

 

 

 

Fast & Accurate Service -

 

Confirm order twice:

• Once at order taking : Order is repeated in its entirety to Customer before tendered 

• Once at meal delivery:  Order is confirmed with Customer using a stated menu item from the order, including a beverage or specified sauce (e.g., sandwich meal, number one with lemonade or Polynesian sauce)

 

Why confirming the order is important to the Guest experience: 

The Restaurant can get busy but taking time to confirm the order with Guests lets them know that you've got it right. There is no stress or second-guessing about what they will receive. 

 

 

 

2nd Mile Service

 

• Warm Welcome:  Good Morning, Good Afternoon, Good Evening

• Fond Farewell:   Take Care, Enjoy Your Meal, Have a Great Day/Afternoon/Evening

• Provide Clear Verbal Direction:  Next steps, updating on wait time

• Use of Guest Name More than once:  In a sentence at order taking, in a sentence at meal delivery (EX:  How may I serve you today, Marcus?  Have a Great Day Sam!  Sara, I have your Chick-fil-A sandwich meal right here.  UNACCEPTABLE:  Adam?)

 

Why 2nd Mile Service Behaviors are important to the Guest experience: 

• Warm Welcome: A warm welcome can be expressed through kind words letting the Guest know they are valued from the moment they arrive, setting a positive tone for their experience.

• Use Name More than Once: Using a Guest’s name takes it from transaction to interaction. The name should be used at least once in a sentence at order taking (unless it’s a mobile order) and at least once in a sentence at meal delivery (and more if genuine). It adds a personal connection and communicates respect. Once we have the name, we should use the name.

• Clear Direction: Restaurants can be stressful. There's a lot going on and the layouts and systems can vary across Restaurants. Help Guests know the next step in the process with clear direction—where to sit, merge ahead, wait at their table or even where to go if they have to be parked.

• Fond Farewell: When a Guest chooses to dine with you, it goes a long way for them to feel cared for via a fond farewell. A fond farewell is the last thing the Guest hears you say and reinforces how much their visit mean to you