I love me some Chick-Fil-A.
And just like Disney, Chick-Fil-A knows a thing or two about customer service. If you have ever been there, you know what I mean. Plenty of “thank you’s”, “yes, please” and “my pleasure”.
They know how to get teens to serve with pride and grace. Why can’t McDonald’s, Ruby Tuesday and restaurants of that ilk do it? It is all in the training. But I will save training for another day.
Today I want to talk about how they WOW their guests.
Have you seen their recent ad campaigns? They are all about how the employees at Chick-Fil-A create little WOW moments that really pack a punch
One ad is about a Chick-Fil- A employee who saved the $3.00 change that a drive -up customer forgot to get and took off. A month later when the employee saw this customer come through the location, he reached in his back pocket and gave the customer his $3.00 change back. The customer was amazed!
Another ad shows a group of single mothers talking about Family Night at a Chick-Fil-A. One mom says how she was running late one evening and was very upset that it was going to be over before she could get her children there. The employee at the store knew how much Family Night meant to this mother and so she extended it for another hour that evening to allow the mom and her kids to participate. The mother starts crying as she tells the story.
WOW’s do not have to be big to be impactful. They just have to be done.
Their advertising is communicating that they treat you as an individual, pay attention to their guests needs and have a systematic way to create WOW’s.
How about you? Do you have your WOW’s systematized?
Vance “Give me a #7 meal” Morris
P.S I f you don’t have my book “Systematic Magic”, you can get it here. In it, I reveal how Disney creates the WOW’s.
Author of the book “Systematic Magic, 7 Magic Keys to Disnify Any Business”
For more on Disney Style Service and small business marketing or having Vance speak at your next event or meeting, check out the free special report “Systematic MAGIC, How to Disnify Any Business”. Vance Morris is a Walt Disney World Resort Management Alumni, having spent 10 years as an executive in the Resorts. He runs the only Disney Service & Direct Response Marketing business on the planet. Here he coaches companies to create Disney Style Service Systems and then monetize them through direct response marketing. He is also the longest reigning GKIC Marketer of the Year. He can be reached at www.DeliverServiceNow.com or vance@deliverprofitsnow.com .
For speaking engagements, please visit www.vancemorris.com
