Running Head: Chic Fil-A 1

Chic Fil- A

Veronica Lopez

South Texas College

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Chic fil-A

One of my favorite restaurants to eat out is Chic fil A. I love chic fil A I can eat it every

day and I will not get tired of it. However, there is a difference when I eat at the restaurant than

at home. I enjoy eating at the restaurant because every time I walk in the door, I feel welcomed.

Chic fil A makes you feel noticed and comfortable. Being at home is just comfortable. Lately

more customers have made Chic fil A, a weekly restaurant to visit. The only downside of Chic fil

A is being closed on Sundays. Since that is usually when people crave it the most. I love Chic fil

A’s food; the chicken and fries are always fresh and on point. However, what I believe makes

them stand out of the rest of the restaurants is their customer service.

Customer service is an important factor that all companies should care about. Yet it is

something that not many supervisors care about. I have gone to many restaurants where

employees have been very rude. For example, one time I went to Church’s Chicken and I had a

coupon for a promotion. When I started to place the order through the drive thru, I specifically

asked for all my food to be fresh. Once I paid for the food; I was told to move to the front. The

employee was going to take the food to my car. After I moved, I waited for about fifteen minutes

then once I received my food and I drove home. Once I arrived home, I checked my food and I

noticed my food was not fresh the chicken was dry, and the sides were both cold. I was very

upset since I had already told them I wanted it fresh and had already waited long enough. I called

the manager to complain about what had happened. He said he had made the order and he said

everything was hot when they gave it to me. I started to get upset because he was making it seem

as if I was lying. After going back and forth with him he apologized he told me the machine was

not working the one that kept the food hot. After that he told me he would give me credit for the

food items for a week only. I figured he was making his own rules since I know for a fact there is
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no time frame for a credit. Even though I had always eaten at Churches honestly that was the last

time I paid for it. To this day I feel very disappointed at that restaurant with their rudeness and

neglect. Customer service is what makes a company stand out from the rest. Customer service is

one of the reasons a customer will come back for future purchases

People can tell when employees are well taken care of. When an employee is taken care

of or appreciated from the managers it shows in its customer service. Employees should be

appreciated since they are the ones that deal with customers; they are the company’s image. They

need to know that their hard work is noticed and how important they are to the company. When

supervisors don’t care employees’ wont either. I have noticed also that when employees have a

reasonable pay, they will act better towards customers. Employees also need more training, some

of them do not know certain type of situations or scenarios. They need to learn to leave problems

at home and not bring them to work. They need to act professional. Another issue I have noticed

is when I order food and they are greedy with the condiments. I will ask for certain amount of

ketchup and they will only give me three. I feel like the employees think if they give me more

ketchup it will be coming out of their check. Another issue that customers must deal with is

when employees are slow. Sometimes we are on a time limit and they will take their sweet time

to take care of the customer and then give them their order. They need to be more efficient and

think of the customer since sometimes we only have a thirty-minute lunch.

Overall, I believe employees should have more training on everything in general. They

need to be effective and efficient. They need to customers feel welcomed. Employees should also

have a decent pay something better than minimum wage. They need to feel appreciated and that

they do matter since like I mention earlier, they will either make a customer back or push them

away.
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I believe that once you treat your employees that they matter they will believe it

themselves and they will treat customers like they matter. I have seen were the customers enjoy

coming to a restaurant because of their customer service. Another example is my family, every

weekend they will go to their favorite restaurant with the same waitress. They have been doing it

for years. At this point I feel the waitress is part of our family, since my parent even invite her to

our family parties. The only reason she has become of our family is because she respects my

parents and of course does a wonderful job at being a waiter. However, there have been cases

that I have had bad experiences with waiters that I have mentioned before the only reason was

because that is the only restaurant where I would eat steak. Therefore, that was the only reason

why I went back. I can say one thing though, that no matter how good the restaurant is. If it is my

first time trying it and I have a bad experience I know for a fact I will not go back. I have not

gone to several restaurants even though I heard good things about it. Once I get a bad experience

especially if it’s my first-time chances are, I will not go back. Customer Service should be a

priority in all business. Customer service will either help you make it or break it.