Case Study Chick Fil-A

Chick-Fil-A Case Study Despite being a fast-food restaurant, Chick-Fil-A is widely known for its exceptional customer service. Part of the reason they have incredible customer service is because they have made it their mission to “get better before getting bigger.” Even though Chick-Fil-A has thousands of less stores than its competitors, it has made business all about the customer and it is paying off in large profits and continual growth. Chick-Fil-A’s customer service plan is two-fold: to go the “second mile” and to give the customers something to do. For example, Chick-Fil-A employees go the “second mile” by, “retrieving dental appliances from dumpsters or delivering smartphones and wallets that customers have left behind.” Lastly, Chick-Fil-A gives customers something to do by offering luring promotions, both ones that are well known and ones that are more secret. As consumers, Chick-Fil-A

The big question is, “Can Chick-Fil-A continue to provide exceptional customer service and sustain the level of growth it enjoys?” So far, the answer to that question is yes. The answer is yes because of the amount of innovation that Chick-Fil-A has shown as a company. By not being so consumed with making the largest possible profits, Chick-Fil-A has given themselves the opportunity to provide extra training for employees and run promotions that keep up their customer service standard. If Chick-Fil-A does not waver from their standard and continues to hire well, they will have success. As far as how much they can grow from their current level, that is to be determined. As the article states, they have the potential to grow more than other companies, but with their new marketing plan everything could change for better or for worse. Once again, though, customers will never get sick of being treated well which only reflects positively on Chick-Fil-A’s growth