Chick Fil A Training Manual

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Chick Fil A Training Manual
Etrain Chick Fil A

Anyone who has been to Chick-Fil-A and muttered a “thank you” has heard an employee reply, “It’s my pleasure.” Sure, they train and require everyone to say it, but it is a reflection of the company’s heart and soul. The company really believes they are serving you, the customer, and that the thanks is all theirs.

This perspective is not uncommon in the restaurant or hospitality industry, though few execute it as genuinely or consistently as Chick-Fil-A. What happens though when you evaluate other industries and companies? Are they known for communicating genuine gratitude after every interaction with their customers? Rack your brain and try to come up with a list. I bet you cannot name five companies outside of the restaurant or hospitality industries. Would your customers put your company on their list?

Although there are probably a variety of reasons why so few companies consistently and genuinely communicate gratitude, I suggest that few do it because few actually believe the thanks is all theirs. Many companies behave as though they deserve customers. Many of their employees believe they deserve the job those customers afford them. The perspective that one is owed, whether subtle or blatant, erodes efforts to establish a habit of communicating gratitude.

What if every company and employee operated as though nothing was owed to them? Would they be more appreciative of the opportunity to serve each customer? What do you think?

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Who doesn’t love a trio of Holstein cows holding placards of misspelled words that encourage people to each chicken instead of beef? This organization has a strong religious component to its traditional QSR business model, which gives it a unique twist. Franchises are sold and there are the varied menu items that all fast food places offer, but what isn’t offered is the emphasis on how customers are treated.

When was the last time at a McDonald’s or a Wendy’s where one of the employees offered to take your tray for you or get a refill on your drink? Or when you said “Thank you,” a gruff “No problem” was the response? At Chick-fil-A, any manners of thanks are greeted with “My pleasure.” Christian music is often playing in the background. These things are unheard of in the modern QSR industry.

Chick-fil-A Leadership Academy. The CCS Chick-fil-A Leadership Academy is a group of students who are chosen through an application process. The Leader Academy is a national leadership program which focuses on impact through action. The program engages students with a monthly 'Leader Lab.' Focusing on important leadership skills.
A journey that connects Chick-fil-A’s Milwaukee Operators. Each of us walks our own path in life, one that takes us to new careers, new homes and new experiences. But for six individuals in one city, there’s a similar journey that brought them all to the same place. Featured Inside Chick-fil-A.
Training Program Objective Summary Presence Training Program Developed by Anthony and Ken Phase 1 Area Lead (cont.) Once New Hire has completed the on-boarding process and has demonstrated soft skills, raining they will matriculate to the following: Navigation of client system.
Chick-fil-A’s employee training is thorough, customizable, and designed around the behaviors and operational aspects that really matter to customers. Individual owners are encouraged to put their own touches on how they train their teams.
For example, Jim Knight, former training and development director at Hard Rock International, said Chick-fil-A creates an ideal culture through its employee orientation and training, which includes the “Every life has a story” video series.
Of the approximate 1,300 Owner/Operators within the Chick-fil-A family of restaurants, over 200 have now attended the leadership course, jointly designed by The Ritz-Carlton Leadership Center and Chick-fil-A. Throughout the sessions, Owner/Operators were able to spend the day as a guest of Ritz-Carlton and walk in the shoes of the customer.

The Chick-fil-A business model is built on one premise: happy employees make for happy customers. They achieve this by emphasizing the following key points consistently.

1. Cleanliness.

A couple decades ago, people when to McDonald’s when they were traveling not for the food, but because of their reputation of having a clean bathroom. Chick-fil-A has taken that idea a step further and created a clean atmosphere. The staff are constantly washing down tables and booths. They’re literally waiting for you to get done eating so they can mop the floor where you just were. Each franchise takes a lot of pride in being immaculate and it shows in the revenues that can be achieved.

2. Tunnel Vision.

Although you’ll find a fairly large menu at Chick-fil-A, you’ll also notice that most menu items focus on one thing: chicken. From the chicken biscuit sandwiches at breakfast to the grilled chicken salads and milkshakes at lunch, this chain has fused together the Americana that is loved from mom and pop diners with QSR principles to create a fast, friendly, and beef-free restaurant experience. It’s that tunnel vision that is emphasized in their marketing materials as well, which most fast food places don’t even bother trying to establish.

3. Quality Over Quantity.

Chick Fil A Training Manual Pdf. Chick Fil A Training Manual Pdf.

Although Chick-fil-A doesn’t quite qualify as a fast casual restaurant, the pricing principles of restaurants like Chipotle can be found within the chain. Instead of trying to race every other chicken sandwich place down to the lowest price possible, Chick-fil-A focuses on providing the best sandwich possible at a fair price. Higher prices mean more profits, which mean better paid employees, which means a better experience for everyone involved.

4. Inspiration.

Each Chick-fil-A restaurant integrates itself into the local community in a unique way. Some focus on the historical nature of the chain, like one might see at an older A&W or Dairy Queen. Others collect local memorabilia to hang on the walls. Paintings from children are often seen, many even created on the premises. A family night is often promoted at this chain as well so parents and kids can have some dinner, watch a movie, and not break their budget doing so.

5. Community Involvement.

If there is one point of contention in the Chick-fil-A business model, it would be right here. Dual gsm andromax u2. Chick-fil-A sticks very closely to its religious values and that means they may not support certain community choices. Their stance on same-sex relationships made headlines at the same time Hobby Lobby made headlines for fighting the Patient Protection and Affordable Care Act. It polarized some people against the brand, but brought others into it. They also routinely sponsor youth sports, donate to local non-profits, and have an extensive social media presence.

6. Transparency.

Anything you ever wanted to know about Chick-fil-A can be found on their website. They don’t try to hide who they are or what they do. This transparency helps to build relationships with potential customers because it is a reflection of their integrity, whether people agree or disagree with some of their political and social stances.

From a traditional standpoint, the Chick-fil-A business model emphasizes the key points of any fast food restaurant that is based in the United States. Fast turnaround times and numerous menu options in a franchising arrangement help the brand to compete. What sets it apart, however, are the ways that the brand works on building relationships with each customer.