Tuesday, April 13, 2010


Note from Steve: Dan Masshardt from the ERC Commission on Evangelism posted this comment recently on his blog CHOOSE TODAY. This might make the beginning of a good discussion at your next leadership team meeting.

When it comes to customer service, Chick-fil-A is top notch.

Pastor Craig Groeschel relates this story:


Our family stopped for a short lunch at Chick-fil-A in Daytona Beach, Florida. An employee named Sally greeted us at the fast food restaurant; and, noticing our large family, came out from behind the counter to gather tables and seat us together.

That simple gesture doesn’t sound like much, but it immediately caught my attention. I’ve noticed that it is not uncommon to receive exceptional service at Chick Fil-As.

After she delivered our meal to our table, we struck up a conversation with Sally. This exceptional employee had been with Chick-fil-A for over 20 years. When I asked her why she would stay in the same job for so long, she said she enjoyed serving people like our family.

I noticed that the franchise owner was actually in the restaurant having a meeting with three others. (I recognized him from his picture at the front counter that actually had his cell phone listed.) I approached him to brag on Sally, and he said he hears that all the time.

One of the people he was talking to was a sweet lady from Chick-fil-A Corporate that recognized me from a leadership conference. Before long, we exchanged information, and I left with coupons for free food on my next visit to Chick-fil-A.

While I enjoyed the food at Chick-fil-A, I enjoyed seeing a great leadership culture that extended all the way to the people taking your orders even more.

You can access more of Dan's thoughts at


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