“My Pleasure”: The Chick-fil-A Customer Service Story

Here is an article which caught my attention because it is about the service at Chick Fil A where i used to work  http://thefranchisehound.com/2011/08/18/%E2%80%9Cmy-pleasure%E2%80%9D-the-chick-fil-a-customer-service-story/. Chick-fil-a is a business which has very much prospered as a result of their customer service. It may even be considered a success story for EL jobs. You can see that in the article Mr. Cathy even states that every employees job is costumer service, "All of us at Chick-fil-a are in costumer service." He says, "We all need to be lifted up and made to feel special...That's way service is so important at Chick-fil-a." From personal experience i know that every employee watches several hours of service videos in training and is taught the "core 4" which are enthusiastic tone, enthusiastic smile, emotional connection, and eye contact with every costumer. All of these together define what we have talked about as positive display rules in EL jobs; and judging from the business' success such display rules have seemed to be beneficial. However, though not supported by any articles, i can also say that from my own experienced i saw a significant cost to employee well being in the work place so that on a front counter staff of 12 Chick-fil-a hired 2-3 new employees to take the place of ones leaving per month.