Beyond Customer Service Expectations
Chick-fil-A can feel like a treat for us. Like many, we live paycheck to paycheck and can't always afford to eat out. I had been sick all week, and just wasn't in the mood to cook on Friday night and an original sandwich sounded so good. We ordered two meals, along with two additional orders of 12 nuggets. We drove through, got our dipping sauces and Chick-fil-A mayo - other mayo just isn't right on an original Chick-fil-A sandwich :).
When we got home, my sandwich was missing. Yes-I was very upset because I was SO craving that sandwich, but I had the nuggets and they were good. I'm lucky enough to have the funds to eat, much less drive to pick up take out. I gave a call to let the store know the situation. While discussing the option of saving the sandwich for another day, or having my daughter go and pick it up, the conversation took a turn I would never have anticipated. The associate was asking for my address to deliver a fresh sandwich-TO OUR HOME. Never in the history of "fast food forgets" on the stores part have I ever encountered this. Not only did they bring the sandwich, they replaced the entire meal and included nuggets for my daughter.
Obviously not having the expectation of this each time, the level of customer service I received that evening surpassed any I had when dealing with restaurant errors. The staff we spoke to, including what I believe was the Manager who brought the food, were courteous, kind and extended their sincere apologies, insisting they like to make it right - right away. I can't express how much I appreciate this extra effort. I felt your appreciation for me as a customer. I work full time, M-F, and also wait tables on Sat/Sun. I know what taking extra steps mean, and how the "pay it forward" motto can be rewarding. If more had this philosophy, I know our society would be better off.
Thanks for what I know seems small in the grand picture, but speaks volumes to me individually. YOU are appreciated.
Thanks, Lisa M.