Chick-Fil-A Case Study

Good Essays
After interviewing Daniel Marsh in order to learn more about the required etiquette standard that his job requires, I must say that I was impressed. I was impressed to learn about how much his job, Chick-Fil-A, value their employees and customers. The level of etiquette that Chick-Fil-A requires their coworkers to display shows how much they care about the reputation of the company. According to Daniel, Chick- Fi-La requires their customers to remain friendly and calm at all times, even with rude customers. Daniel’s coworkers are allowed to talk to each other with a firm and sometimes slightly aggressive voice, however the use of a firm tone is always prohibited when talking to customers. Basing my conclusion on the information from the book, an aggressive act occurs when a person commit an act that might offend others without caring about…show more content…
However, he reinforced the fact that this is not ok with customers by stating this example, “If a worker is on their lunch break and see that a customer is in need of a refill, the worker is required to refill the customer’s drink.” Daniel also clearly stated the fact that workers are to be on time, positive, and in dress code every day. As described in the book it is very important to dress appropriately and accordingly. Due to the fact that Chick-Fil-A is a fast-food restaurant, a casual dress in conjunction with the official company shirt is acceptable and required. If a worker is expected to be late or leave work early they must have someone to cover their shift. Workers are also expected to be well groomed with minimal facial hair. All of the different forms of workplace etiquette that is required at Chick-Fil-A reflects the information given Chapter 12.3, which discuss how to display a professional presence at
Get Access