Archive | August 2013

Second Mile Service: Chick-Fil-A training

Thank you, Christian Post, for posting this article 5 years ago, 8.11.2008.  We personally experienced this training at a recent Leadership Development gathering I hosted.

It isn’t entirely a new concept. In fact, he didn’t even come up with it. Jesus did. But it’s clear that Dan Cathy, President and Chief Operating Officer for Chick-fil-A, lives by the idea behind second mile service. Matthew 5:41 says, “If someone forces you to go one mile, go with him two.”

While Jesus may have given that edict more than 2000 years ago, S. Truett Cathy, Dan’s father and the founder of Chick-fil-A, is the one who put second mile service into practice in the corporate and restaurant world. It isn’t enough to do the basics; go beyond what the customer is paying you to do. And it’s not just lip service from the top to the bottom. Every executive, including Dan, practices what they preach.

“We make sure the first mile is taken care of,” noted Dan. “And then we go beyond that to the second mile. We provide hostesses, carry trays if necessary, have table try liners. We’ve even gone so far as to change a tire for someone.”

Read more HERE

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