What Chick-Fil-A Taught Me About Customer ServiceMarch 30, 2012
Although it may seem as though Chick-Fil-A and the healthcare system are worlds apart, I recently had an experience that proved otherwise. One busy morning I was running late on my way to the hospital, which left no time for my regular breakfast at home. So I decided to make a quick stop at my favorite breakfast-on-the-go spot, Chick-Fil-A. As usual, I ordered at the drive thru and pulled up to pay.
What I didn’t know was, my wallet was empty—no cash, no cards, no way to pay. My twins had struck again—they have a habit of going into my wallet and taking out my credit cards—but I didn’t realize it before I left home. So, after frantically searching for some way to pay for my much-needed breakfast, I looked up at the window fully prepared to apologize and drive away hungry.
Noticing my embarrassment, Keith, the manager said, “Wait just a moment.”
He then bagged my order and printed a receipt, onto which he wrote, “Great dad who forgot his money will return payment when back in the area.” After he passed my order through the drive thru window, I thanked Keith for his kindness. I was amazed over what had just unfolded.
In usual Chick-Fil-A style, Keith ended our encounter simply by saying, “It was my pleasure.”
I couldn’t believe it—this was a true “wow” moment. Rather than thinking of the food or profits for the day, Keith put me first. After work, I retrieved my credit cards and returned to pay for my breakfast. I was still reeling from the living, breathing example of putting people first. In providing customer-centric service, Keith proved how important patient-centric care is to the healthcare industry.
Keith had me at hello—I’m a customer for life.
The most important lessons Keith taught me:
1. It wasn’t about the food; it was about the person.
2. Great service creates customer loyalty.
How does this encounter relate to OnPulse?
1. The goal of OnPulse is to focus on the people, not the product.
2. We want to help you deliver great service in your medical practice—and win the loyalty that comes with that.