When you think of Chick-Fil-A, what is it that comes to mind? Is it the food? How about their signature “my pleasure” phrase? Or maybe it’s their advertisements with the cows telling you to “Eat Mor Chikin?” Whatever it may be, Chick-Fil-A is truly one of the best in crafting a top-notch customer experience that is synonymous with their brand.
As many of you probably know, and maybe even participated in, Chick-Fil-A has a tradition where they award the first 100 people at the grand opening of a new location one year of free weekly Chick-Fil-A meals.
So on the eve of the grand opening for their new location on the west side of Atlanta, on one of the coldest nights of the year I might add, I found myself sleeping in a tent in the parking lot of the restaurant.
But no…I wasn’t there for the free chicken. Dan Cathy, Chick-Fil-A’s CEO had called on members of the business community to join him in camping out for the opening. It was a part of a greater effort to support the local community and revitalize a troubled area of the city. I was in very good company and it is a wonderful cause I was proud to support.
Similar to what Chick-Fil-A does so well, we are tasked with carrying our company’s legacy whenever we bring our homes to a community. When companies have great products and they provide a great experience, customers will go to extreme lengths to have an opportunity to be among the first. We see their passion and excitement when they line up, even camping out, to choose the lot where they will trust us to build their dream house. It is up to us to deliver on our promise and welcome them home.
My night camping out at Chick-Fil-A made for quite the adventure, and I wanted to share with you what I learned and why I think it’s so important that we too provide an exceptional customer experience. I thought the best way to do this is to sit down and tell you my story of the night. Click play on the audio file at the top of the post to hear it!
I would love to hear your best practices on what your divisions are doing to create an awesome experience for our homeowners. What ideas do you have for how we can all improve? Please leave a comment below.
Grab a cup of coffee and sit down for another chat with some of our top Customer Care Managers. This month they discuss the challenges, best practices and adaptations they are making in their day-to-day roles during COVID-19.