search
cart
facebook twitter linkedin youtube instagram Spotify Podcasts Apple Podcasts Spotify Podcasts Apple Podcasts
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • TOPICS
    • Cool Roofing
    • Event News
    • Latinos in Roofing
    • Low Slope
    • Legal
    • Metal
    • Project Profiles
    • Roofing Supply Pro
    • Roofing Safety
    • Steep Slope
    • Sustainable Roofing
    • Technology
  • EXCLUSIVES
    • Best of Success
    • Contractor Profile
    • IRE Show
    • Roofing Contractor of the Year
    • Top 100
    • Young Guns
    • State of the Industry
    • Century Club
  • MULTIMEDIA
    • Videos
    • Podcasts
    • Interactive Spotlights
    • Roofing Quizzes
    • IRE Videos
    • Webinars
    • Photo Galleries
  • PRODUCTS
    • New Products
    • Featured Products
  • COLUMNS
    • Editor's Note
    • Exit Planning
    • Legally Speaking
    • Safety Advice
    • Technical Details
    • Guest Column
  • EVENTS
    • International Roofing Expo
    • Webinars
    • Best of Success Conference
    • Industry Events
  • DIRECTORY
    • Associations
    • Distributors
    • Manufacturer/Supplier
    • Business Services
    • Get Listed
  • MORE
    • Roofing Contractor eNews
    • Techos y Más Advisory Board
    • RC Store
    • Roofing Supply Pro
    • Custom Content & Marketing Services
    • Market Research
    • Sponsor Insights
    • Company Spotlights
    • Classifieds
      • Auctions
      • Business For Sale
      • Business Opportunities
      • Equipment For Sale
      • Positions Available
      • Products
      • Safety
      • Software
      • Services
      • Training
    • Contact Us
  • EMAGAZINE
    • eMagazine
    • Advertise
      • Media Kit
      • Editorial Calendar
      • Contact
    • Archive Issues
  • SIGN UP!

Chick-fil-A Shines Brightly On a Rainy Day in Georgia

By Tim Fausch
October 14, 2009
I fear we’ve lost our way. As businesspeople, we often react with such shocking shortsightedness that we fail to see into next year, maybe even into next week.



I fear we’ve lost our way.

As businesspeople, we often react with such shocking shortsightedness that we fail to see into next year, maybe even into next week.

Remember when running a business didn’t include worrying about selecting the right mobile device, our Web site’s Google ranking, or generating more Twitter followers?

Successful businesses strived to look beyond numbers, ratios and rankings.

There was period in the 1980s and 1990s when a company’s performance was measured largely by how well it served its customers. Executives stumbled over each other in order to offer customers a truly incredible experience.

Best-selling books generated much of the customer-centric focus. In 1985, Tom Peters co-authored A Passion for Excellence. In 1989, Stephen Covey released The Seven Habits of Highly Effective People. In 1991, Carl Sewell released a little jewel called Customers For Life.

These books popularized the belief that good products, good character and truly great customer service could generate deep, loyal relationships between service providers and receivers. Leaders devoured these principles and created wildly successful businesses.

I don’t know about you, but I’ve experienced little great customer service lately. I’ve been underwhelmed by retail and commercial services, and also by three home-repair companies this summer.

And honestly, I don’t always provide superior service to my customers. I know I should.

Perhaps that’s why I was so inspired by a visit to Chick-fil-A in Atlanta (Windy Hill Road for those of you nearby). In Michigan, we don’t have Chick-fil-A restaurants.

With an hour before my next business meeting, I lugged in my computer bag, expecting some “oh brother” stares from workers and diners.

But the treatment I received blew me away. The woman taking my order saw I was carrying a bag and insisted on personally carrying my tray. I sat at a long wooden counter designed with electrical outlets for laptop-lugging patrons like me.

Several staff members came by and cheerfully asked to remove my tray or get me something. I noticed every employee seemed to take a personal interest in serving customers, including walking them to their cars with umbrellas during a downpour.

But the key moment for me was when I asked a guy cleaning the spot next to me to explain the policy on refilling beverages. Here’s how he responded:

“Sir, this is Chick-fil-A. You are welcome to as many refills as you want and to stay here as long as you wish. Allow me to refill your cup. What are you drinking?”

Moments later the cleanup guy, who turned out to be the store manager, returned with a full cup of the sports drink I was enjoying. He encouraged me to linger all day, and return every day to do the same.

I was tempted to move to Atlanta just so I could eat lunch there daily. The food was quite good, but it was the great service that made me want to return, which I will do the next time I visit Atlanta.

Since that meal, I’ve been asking myself what can I do to provide incredible service to my customers. What can BNP Media do that would make readers linger longer in our publications, Web sites, Webinars and e-Newsletters? Not just today, but every day?

I invite you to let me know your thoughts by posting to this blog or e-mail me at fauscht@bnpmedia.

What about your business? When’s the last time you blew away your customer, not just with good work, but truly great service?

Now that would be worth tweeting about.

Share This Story

Tim Fausch is publishing director of BNP Media’s Architecture, Engineering & Construction and Mechanical Systems Groups, a collection of more than 20 trade magazines, Web sites and e-newsletters. Just don't ask him to use any actual tools.
You must login or register in order to post a comment.

Report Abusive Comment

Blog Topics

Damato of the Day

Guest Blog

Recent Comments

Foundation Bolts Manufacturer and Supplier

Scratch Games

CDSCO Certification

Justin Bieber’s purple hoodie is an iconic piece...

It's fascinating to see how virtual trade shows...

Manage My Account
  • eMagazine Subscription
  • Sign Up for the eNewsletter
  • Online Registration
  • Manage My Preferences
  • Subscription Customer Service

More Videos

Sponsored Content

Sponsored Content is a special paid section where industry companies provide high quality, objective, non-commercial content around topics of interest to the Roofing Contractor audience. All Sponsored Content is supplied by the advertising company and any opinions expressed in this article are those of the author and not necessarily reflect the views of Roofing Contractor or its parent company, BNP Media. Interested in participating in our Sponsored Content section? Contact your local rep!

close
  • TAMKO Titan XL Shingles
    Sponsored byTAMKO®

    Built for Business: How Titan XT® Shingles Keep Proving Their Value

  • An overhead view of a residential block
    Sponsored byCBIZ CompuData

    From Spreadsheets to Strategy: How Roofing Companies Can Transform Financial Operations

  • Snow Guard Solutions for Metal Roofs by S-5!
    Sponsored byS-5!

    Safeguard Your Building: How Snow Guards Prevent Costly Roof & Property Damage

Popular Stories

The Home Depot is weighing a bid for GMS. The potential offer would pit the retail giant against QXO Inc.

UPDATE: Home Depot Pushes QXO Out of GMS Pursuit

Brad Jacobs, chairman and CEO of QXO, offers $5 billion to acquire GMS, a major distributor of gypsum and interior building products.

QXO Sets Its Sights on GMS in $5 Billion Offer

Undocumented workers make up 36% of the U.S. roofing workforce, leaving contractors and workers alike especially vulnerable.

Roofing is Left Exposed by Trump’s Deportation Flip-Flop

Roofing Contractor Webinar

Events

December 3, 2025

The Premier Roofing Conference: Best of Success

Join roofing professionals from across the nation at the 2025 Best of Success conference, the ultimate destination for roofing professionals seeking the latest industry insights and networking opportunities. Pick up strategies for critical challenges like workforce shortage with innovative solutions, explore the latest advancements in roofing technology and sustainable practices, and gain valuable insights from industry leaders on navigating the evolving roofing landscape.

View All Submit An Event
×

Be in the forefront of the roofing industry!

Join thousands of professionals today. Shouldn’t you know what they know?

JOIN NOW!
  • RESOURCES
    • Advertise
    • Contact Us
    • Directories
    • Store
    • Want More
  • SIGN UP TODAY
    • Create Account
    • eMagazine
    • eNewsletter
    • Customer Service
    • Manage Preferences
  • SERVICES
    • Marketing Services
    • Reprints
    • Market Research
    • List Rental
    • Survey/Respondent Access
  • STAY CONNECTED
    • LinkedIn
    • Facebook
    • Instagram
    • YouTube
    • X
  • PRIVACY
    • PRIVACY POLICY
    • TERMS & CONDITIONS
    • DO NOT SELL MY PERSONAL INFORMATION
    • PRIVACY REQUEST
    • ACCESSIBILITY

Copyright ©2025. All Rights Reserved BNP Media.

Design, CMS, Hosting & Web Development :: ePublishing