New Face-to Face Ordering Experience at Chick-fil-A Will Make You Squawk

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…

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….



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Joanna feels blessed to be a mom and homemaker for her family and loves a good cup of coffee (or two) while chatting with friends! Joanna is also a dog enthusiast! Joanna was an author on from 2010-2012.
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1 thoughts on “New Face-to Face Ordering Experience at Chick-fil-A Will Make You Squawk

  1. Pingback: The Best Customer Service Providers Keep Getting Better - Paul Karem

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