Chick Fil A: A Leader In Quality Service

1949 words - 8 pages

Excellent ServiceMany companies in the service industry struggle to provide their customers with reliable good service experiences. This is because many factors contribute to each customer's perception of what exactly a good service experience is. Some of these factors include the store's décor, smell, cleanliness, location, employees' appearance and their demeanor. Management does not always consider these aspects of the service encounter as important factors in customer satisfaction. In the fast food industry, speed is the top priority, which produces high sales, but leads to inconsistent, impersonal, and careless interaction with customers. Because of this it is difficult to find a fast food restaurant that can consistently provide "good" service, and nearly impossible to find one that can prove its excellent service. However, this paper will describe how a unique fast food chain, Chick-fil-A, has earned much recognition and financial success by proving good service is equally as important as a good product.About Chick-fil-AChick-fil-A is credited with introducing the original chicken breast sandwich and pioneering in-mall fast food. Founder and Chairman S. Truett Cathy opened the first Chick-fil-A restaurant in Atlanta's Greenbriar Mall in 1967. His restaurants became increasingly popular, and today there are nearly 400 restaurants in shopping malls across America. During this time of growth, additional customer demand for convenience and accessibility caused Cathy to open several free-standing restaurants and soon expanded to college campuses, hospitals, drive-throughs, and he licensed multiple other outlets. Since the start in 1967, the company has posted 37 consecutive annual sales increases and has grown to reach $1.74 billion is sales in 2004. (Chick-Fil-A Company Website) Their growth is phenomenal, and unusual for a fast food chain that purposefully does not alter their menu choices, offer discounts or limited-time offers. There must be another factor that is special about Chick-fil-A that keeps their customers so happy and loyal.The Mystery RevealedThere are many aspects of the Chick-fil-A company that set it apart from its competitors in quality of service. The company achieves its high service goals by focusing on product quality, employee service, convenience, cleanliness, value, atmosphere, and reputation. Each of these aspects must be addressed uniquely, however all solutions must follow the three rules Cathy set for all Chick-fil-A restaurants according to the company website:- Listen to the Customer- Focus on getting better before trying to get bigger- Emphasis on quality---Employee ServiceThe first, and most important way to ensure customers receive excellent service is to hire excellent employees. In an article about Chick-fil-A's leadership style, Chuck Salter discusses how the company is notoriously choosy about its restaurant operators; they usually award franchises to just 5% of applicants, and the selection...

Find Another Essay On Chick-Fil-A: A Leader in Quality Service

Measuring a Hotel's Quality of Customer Service

660 words - 3 pages the customer’s perceptions for a particular service firm. The service quality is calculated from the differences between the ratings that customers assign to paired expectation and perception statements.10 For the Lewis Partnership this method in our opinion is not adequate, because they need concrete information of the customers of the service they offer § Gap Analysis This method consists in the

A Leader in STEM Essay

725 words - 3 pages never thought of being a leader, but as time passed by I started getting involved in many activities that involved being a leader. I joined the National Honor Society, which I tough it was an honor being recognized as a role model of my school. Then I joined a community service club called Chaplains, which helped me by growing my care and concern for my community. Later on I joined student council starting as the vice-president of my class, and

A Great Leader in History

1045 words - 4 pages spirit which are essential to good leadership have been learned as well. Most interestingly, as a positive leader, Bush is very difficult in changing from his strategic and authoritian plans which he feels are good for all. As the world's number one leader he should be firm on certain issues, which I really support and also hope to use in my future encountering. Finally, I have lauded our President in his quest of transforming the world in terms of

Quality service in hospitality management

1735 words - 7 pages What is Quality service in the hospitality industry?Quality service is the result of an operations effort to discover exactly what the guest want. Once those those needs and desires are known, procedures are implemented to deliver those wants effectively and consistently. When an operation meets guest expectations, it is providing quality service. (Rey A.M & Wieland F,1985,p.18)Quality within a service environment can be examined in a number

A Good Leader

1112 words - 4 pages A Good Leader In this essay I will analyse different leadership styles and the contributory factors of a good leader and how succesful leadership adapts to different sports using practical examples to supplement my arguments. It is appreciated that that the leadership of a group, e.g team captain, is a crucial element affecting overall group performance. Thus leadership is seen as any behaviour that moves a group

A Leader Is?

1070 words - 5 pages seemed to be the precedent for military generals at the time. Leader as a Problem Solver People who are in leadership positions are often put there for numerous reasons. The military uses a combination of competence as well as time in service. You can have the possibility of your first line supervisor being 21 years old with three years in service or close to 40 years old with 10 years of service holding the same rank. On paper, these leaders

What Makes A Leader

1157 words - 5 pages you read other people? This becomes very important to a leader. To be able to be put into a leadership position you have to be able to interact with people and be able to tell them what they want to hear. Perhaps the most important quality in a leader is how affective they are. Can they get done with what they were put into that leadership position to do? The evaluative process is also very important. Throughout the career of a leader they are

Characteristics of a Leader

1903 words - 8 pages leaders ensure that employees demonstrate the right behaviors because the leader provides resources in exchange. A leader can solve the increased number of customer complaints by using these contemporary theory of leadership by maintaining proper coordination with all level of management and employees i.e Top management - establish resources, responsibilities, processes, reporting, empowerment, culture, etc. Customer service management

Being a Good Leader

3458 words - 14 pages leader in spite of all of his leadership qualities (Peter F Drucker; as cited in Mahatma Gandhi, 1982, p.1). Similarly, Warren Bennis has also defined a leadership as quality of knowing one’s own self along with having a vision for the sake of taking the people forward. Interestingly, he doesn’t consider it enough to have a vision but believes in its effective communication to the people to make them convinced that it is good for them. Next step

What Makes A Leader?

1052 words - 4 pages communication skills, the ability to constructively deal with a variety of personalities, and the mental toughness to shoulder responsibility and weather criticism. Certain personality traits are also required such as having a sense of humor, trustworthiness, and interpersonal skills. I believe the traits and abilities of a leader that are common in any leadership model are the product of one of three broad bases of knowledge: knowledge of the followers

Evaluation of a Leader

855 words - 4 pages Proper evaluation of a leader starts with understanding how leadership and a leader are defined. Rue and Byars (2010) state, “leadership is the ability to influence people to willingly follow one’s guidance or adhere to one’s decisions” (p. 255). Rue and Byars (2010) determine a leader as someone who, “obtains followers and influences them in setting and achieving objectives” (p. 255). These two definitions pointed in the direction of

Similar Essays

Chick Fil A Excellence In Customer Service Essay

2082 words - 8 pages Chick-Fil-A Excellence In Customer Service In 1946 two brothers, Ben and Truitt Cathy, opened a diner in Atlanta Georgia called the Dwarf House Grill. The Dwarf House served a variety of typical grill food that included everything from burgers to hot dogs. All of that changed in 1961 when a poultry supplier stopped buy and sold Mr. Cathy chicken breast that were too large for the trays that they typically cooked the chicken on. Truitt Cathy

Situational Analysis Chick Fil A

1648 words - 7 pages industry; poor service, low quality food, and a nonchalant attitude. Current performance For forty straight years Chick-fil-A has been able to post positive increases in revenue with recent trends indicating above average growth. For 2007, Chick-fil-A reported an increase in revenue of 16% with same store increases of 8%, compared to an industry average of 6% and 1% respectively. (cfahome.com 2008) Chick-fil-A has taken advantage of its ability to

Business Analysis: Chick Fil A

2182 words - 9 pages organisations. Chick-Fil-A enjoys a huge competitive advantage through operations management. Its quality control is its major asset. It is able to maintain quality control right from the making to serving the customer the food. It adds values through service and quality control. Vertical integration has helped Chick-Fil-A save money and also maintain its premium quality. The mail order business has empowered Chick-Fil-A in site selection of outlet

Ethical And Socially Responsive Business: Chick Fil A

1457 words - 6 pages bottom of the food chain. Some of the areas that I find to be significant of importance in a business are sexual harassment, discrimination and simply being professional in a work environment. Sexual Harassment Prohibited Chick-fil-a wants to provide a safe and positive working environment for all employees, whether male or female. Sexual harassment will not be tolerated, it’s an unwelcome verbal or non-verbal sexual advance, requests for sexual