We are currently on day 2 of our vacation. We can’t get into our vacation house until Saturday so we stopped at a hotel in West Virginia last night and are staying at a hotel just a few miles from the house in South Carolina for the next two nights. One of our regular stops on the drive down is at Chick-Fil-A.
I love Chick-Fil-A. Their chicken sandwiches are delicious and their service is second to none. I’ve never felt more appreciated as a customer than when I’m at a Chick-Fil-A.
Today when we parked and started walking towards the restaurant we noticed two employees taking orders in the drive-thru line. We thought that maybe the drive-thru speaker had broken, or maybe that they were trying to speed things up because the line was getting pretty long.
When we left after getting our food, my dad asked them what the reason for their personal order taking. The woman, with her laminated order sheets on which she filled in boxes that the customer would then pass to another employee said, “It’s part of our second mile service.” She went on to explain that it’s the way they are trying to be more personal with the customers.
This is just another reason I love Chick-Fil-A! Think about that for a second. Fast forward several hours to this evening, after dinner we went through the drive-thru at a Sonic to get some milkshakes. We go through the drive-thru like normal and when we pull up to the window there is a place to slide your card where you don’t even need to hand it to the cashier. They are sacrificing personal interaction for speed of service.
Chick-Fil-A is keeping the speed of service up (it certainly seemed like they had a great system and the reason for the long drive-thru line was not the personal order taking, but rather just a high concentration of people) while at the same time creating MORE personal interaction.
How can we learn from Chick-Fil-A? Would you rather have faster service with less interaction?
Are you willing to sacrifice personal interaction for speed?
Would you be willing to wait longer if it meant you had MORE interaction with people?