I love Chick-Fil-A. They have great company values and I always am so please with our dining experience with excellent customer service and delicious quality food. I could eat there everyday, except on Sundays of course! :)
Face-to-face Ordering at Chick-fil-A
Well today when I stopped by for a lunch as I was turning into the drive-thru lane I saw two Chick-Fil-A team members standing in front of the large menu/ordering station…weird. I initially thought they must be having problems with their speaker system. When I rolled down my window and a young man (wearing a headset and bright orange reflective safety vest) came up to me I must have had a puzzled look on my face because he quickly introduced himself and then proceeded to take my order without skipping a beat.
I was still confused so I went ahead and asked him if the they were having problems with their system and he quickly replied (with a smile) that “we are implementing a new ordering system called face-to-face, to have a more personable experience for our customers”. Interesting…
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At first I thought it was kind of awkward since they were right near my face and looking right into my car, then I started wondering if I had anything out in my car that shouldn’t be there such as a dirty diaper I forgot to throw away or T-boys baseball cleats that had mud all over them…
As I was waiting for my food to be delivered out the window I still wasn’t sure how I felt about this new system. The manager just happened to be the one to hand me my food so I did briefly speak to him about this new program.
Chick-fil-A manager said that the face-to-face system has:
- been a huge help with their ordering system
- has greatly slashed the wait time for customers in line
- has made new customers happy with their drive thru experience.
I guess for some who don’t like technology that this new concept is going back to original car dining experience such as a drive-in. In the end of my Chick-Fil-A adventure I did get my chicken sandwich and it was a delicious way to celebrate my first face-to-face drive thru experience.
What do you think of the the new face-to-face customer approach for a drive thru?
Have you encountered this at Chick-Fil-A or other drive thru restaurants? I am still not sure….
[…] Think about Chick-fil-A. They are on top and consistently noted for exemplary customer service in an industry where customer service has hit the bottom. Absolute bottom. Under the ocean bottom. Look what’s going on at the chicken store! […]