Word salad on lessons learned while serving chicken

“Do you go to a BootCamp to train to be like this?”

“Is there a university you go to where you learn to be this nice?”

During my several years at Chick-fil-A, I was asked this and many questions like it.

And the answer to those any all other questions is a resounding no. Although we do watch a bunch of training videos before that first day of work. Those older videos were corny! But oh, so good.

8 good years + 1 okay year = 9 years

Okay, so I’ve worked for CFA for 9 years total: 8 good years and 1 okay year. That last one I got to work with my husband, but I (or rather we) learned that every single restaurant can be run so differently. And that’s what made it “ehn.” I mean, it’s the operator’s prerogative what he wants to focus on. Sales? Leaders? Food? Then that’s what you’ll see valued. And you’ll likely notice what isn’t.

Throughout all those years, I’ve gotten cussed at (10:30-ish a.m. was the tricky time of day), hit on . . . (to be served on a silver platter–eww), but still was able to build a pleasant rapport with so many truly amazing people. (I’ve got tons of stories if I really think about it.)

It Got in My Veins

It’s funny how people can get so worked up about food. If you stand between a hungry person and food–they either love you or they hate you.

The CFA, how I knew and learned it, was quite patterned after the gospel. Always practicing that the customer was #1 and to be served like a king.

I do absolutely agree that if we are able, we should absolutely always give the customer what they are asking for. (My blood literally boils when an employee says no to someone–either in my family or to another customer–you better believe I’m always tuned in–without first even trying to find out the answer.)

One of the first lessons you learn is to not say no. If you don’t know the answer–find it. Look for someone who knows it or search for it yourself. Sure, that takes humility–sometimes a whole bucket of it–but it’s the right thing to do.

The pure art of service: treating the customer as someone who is better than ourselves. It’s biblical.

And I stand by it.

Principles for Life

Long after leaving the quick-service business I continue to get worked up whenever I witness poor customer service. I know that it’s not hard to give the best. Because I’ve lived it.

There are simple practices that make all the difference. Truett Cathy saw it and applied it and so do successful personalities like Dale Carnegie. I have found principles that I initially learned at CFA in Carnegie’s book, How to Win Friends and Influence People.

During my training (this was way back when I was 14) I watched an incredible and corny training video that clearly demonstrated how we are to treat each and every customer (yes, every single one, the great ones and the ugly ones). How? Like an actual king or queen.

Now this takes humility but gives one a chance to practice what it’s like to serve another like Christ. I tell you, I grew so much during these years.

Listen. Ask. Solve. Thank—that’s the L.A.S.T. way of solving an issue. No one needs to claim responsibility for the issue. It’s simply a situation that needs–and can–be resolved. This approach keeps things neutral between the [likely] upset customer and the employee and focuses on how to fix the problem. It’s brilliant.

“The customer is always right.” That’s what CFA claims–and I think they still do although some people [I have unfortunately witnessed] choose to take things into their own hands… In this day and age this principle can be taken too far but insert the L.A.S.T. method and no one is thrown under the bus.

Always seek to say yes. Focus on making the customer happy as much as in our power to do it (isn’t that from the Bible?).

Oh, and for years following my jobs there I used to catch myself saying “My pleasure” everywhere.

Those Early Days

I do believe the culture of each FSU (free-standing unit) depends on its operator. The operator of the restaurant I worked at was Salvatore Miliziano. He was incredible–and especially for a first-time job for me. He was an Italian and a former bullfighter. He knew my pastor at the church I grew up (which is actually where I met him! He told me to come in the next day and pick up an application. That was cool.) Sal challenged us to give and do our best.

When I first started I was 14 for a few more months so there were a lot of things I could not do. You know, the typical “Don’t climb ladders” “Don’t go into the walk-in refrigerator/freezer.” Blah blah blah. But there was sure plenty that I could do and I remember feeling like the manager (from day one) wanted me to do all of it at once.

Don’t worry, I learned.

I learned the hard way how to work hard. I started out in the dining room, wiping tables, stocking sauces and napkins (etc.), wiping windows, sweeping the floor, emptying the trash cans–you name it. He kept telling me to do this and do that while I was in the middle of one of those things–and it frustrated me. But I determined to take that challenge and figure out and how to make it work.

Jump forward a few years and at 17 I became a manager, by then I was capable of running all parts of the drive through at once, and now I was able to open and close the store on my own. I’d sport a swipe card strung to my belt loop. That card made me very useful those days, ha. I do also remember being “the person” that everyone would call on to resolve an issue and to try to calm down an upset guest.

Those were the days… that I will always remember but not necessarily want to relive again. There were many good times. Some crazy. Hey, you really can’t have own without the other.

Life Practice

There are just some things that is understood to be common courtesy. And sadly lacking in our society. Like looking behind you when you walk through a door in case there is someone coming after, pushing your chair in when you’re finished eating (or really anything) at any table–oh and this one is huge, making sure that when you fill up a beverage to stop at like a quarter inch away from the top so when you put the lid on and then (wait for it) insert the straw it doesn’t puddle all over the top. That, my friend, is the worst. So if you can do that perfectly? You’re a master!

I think one of the biggest thing I had to put into practice during all those years was being able to leave personal issues at the door and to greet every guest with a welcoming smile. This required divine intervention (remember, I was what, 17?) and there were lots of dramas going on. I remember coming into work feeling so fat and ugly and calling on the grace of God to carry me through–and I know that He did. And what’s more they all know that He did. Not once did I have to tell anyone I was a believer. He showed Himself.

Goodness, I could go on and on about all the things learned, experienced, and eaten (haha) but no need to bore you.

Thank you for listening! And talk to you soon.