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Chick-fil-A has customer service down to a science

March 13th, 2012 Comments off

It’s interesting to see how much attention the business world’s service industry, in general, gets for being surly, cantankerous and, in many cases, uninterested.

Yet, things never change.

We complain to ourselves, our spouses or our friends about specific instances at specific businesses, then — more times than not — we continue to patronize the business as if nothing ever happened.

Carlie Kollath at the Northeast Mississippi Daily Journal in Tupelo recently wrote a column on the subject. She says that in the current economic times, it is particularly important to keep customers happy and coming back.

First impressions are more important than ever for businesses. Consumers like me are rethinking how we spend money. We don’t buy a new outfit every weekend. And, we have cut back on dining out every night of the week.

But we still shop and eat out.

And when we do, we want businesses to want our business. We want them to be excited that we have chosen to spend money with them instead of someone else.

Yet, I’ve found a lack of enthusiasm in Tupelo lately in the retail and restaurant sector. The main breakdown has been how I am greeted when I enter the business.

I’ve been ignored as employees text on their cell phones. I’ve been talked down to for asking about something I saw on the company’s website that I can’t find in the store.

>> READ KOLLATH’S ENTIRE COLUMN …

It reminds me of a column written by a colleague and friend of mine, the late Tony Lanius, from when I worked at the Daily Journal way back in the stone ages, late last century.

Tony had made a dinner run for the copy desk one evening and encountered some troubles along the way with poor service and a general lack of effort and concern from the staff at a couple of different restaurants along Gloster Ave. To say that Tony was a little unhappy about the experience would be like saying that Mount Everest is kind of tall.

From there, Tony penned his column that got lots of attention across North Mississippi.

The bottom line is it doesn’t take much to be nice. A pleasant disposition, a smile and a few good manners will get you a long way, even if there are other things that aren’t necessarily perfect.

That’s why it’s always nice to do business at Chick-fil-A. You all know what I mean. It’s  the “My pleasure” at the end of the transaction that really gets you — it really classes up the joint. There is always a smile and a good attitude from everyone that permeates each restaurant.

Plus, getting great service, when you don’t always get great service elsewhere, makes visits to Chick-fil-A that much more special.

So, it bears repeating that a smile and a good disposition will get you a long way, whether economic times are good or not. But a smile and good economic times are preferred, if we get a choice.