Chick-fil-A

Hi Steve, I'd just like to say that I have read all three Chick fil A books and I really believe in the business model and philosophy.

I did speak with the manager, Celeste, and she really apologized for the 2 bad customer service encounters I experienced with the same person. Once at the drive thru and once over the phone.

At the drive thru, the speaker box clearly said one price and at the Marketing Manager asked for a seperate amount. We gave her cash and the change and she gave us back a dollar bill and change. ... Read more

When we asked her about it she said we didn't give her a dime, but my friend counted the money and I found the dime in the car. So we did give her the correct change and should have received $2 back.

So I just gave her a dime and said thank you. I waited for, "My Pleasure", because that's my favorite part and she was in a bad mood when we pulled up. I said thank you 4 times from the beginning of the transaction to the end and I got nothing.

She was in plain clothes so we thought she was the manager and didn't say anything to her about it. We drove away saying we'd never go to the Chick fil A again. The restaurant is very far from our job and we felt the breakfast was worth the drive. I did call to ask who the manager was and Celeste answered the phone. I asked if she was the person at the drive thru and she said she was not, but that it was the marketing manager. Celeste apologized profusely and asked what she could do to right the wrong. We told her to just remind the marketing manager that attitudes are contagious. Especially that early in the AM. This was 2 weeks ago.

On to yesterday... Our director buys the office breakfast every friday. For the past year, the person doing the ordering has ordered empanadas from a Colombian place. Nothing against Latin cuisine, but the rest of us are American and we like biscuits and eggs for breakfast. My friend and I have to buy our own breakfast on Fridays and we always go with Chick fil A. So we decided to ask the director if we can change the breakfast choice so more of us could enjoy it and he said yes.

We called Chick fil A to get pricing on 18 Chicken, Egg, and Cheese Biscuits every Friday. My friend got the worst customer service and came to my desk with this awful look on her face. She told me what happened and I said, "no way!" So I called, I was placed on hold for 15 minutes after asking for a manager. I hung up and called again, after 2 minutes someone came to the phone and asked me to hold on while they got the manager. The person didn't put me on hold and informed the manager of the call. She was a little terse with the employee. She came to the phone a short while later and I asked her name she told me. I asked for another manager because I had a bad experience with her, the one on the phone. She paused and said, "who is this?", I replied, "A customer!" she asked what bad experien e did j have with her and I just said it was at the drive thru. I asked for the manager again and she said if it's about X Y Z you need to speak to me. I informed her it wasn't about that and again asked for another manager. She said they they were in a meeting and to call back after 5 or 6. I felt like I had just left Burger King and they ran out of burgers. Imagine that.

After I hung up, I looked for a corporate number and called corporate. Not to complain or get anyone in trouble. That person was hired because she is good at her job. She just needs more customer service training. She needs practice her "My Pleasure's" also. That is my advice because I love. Chick fil A and the next one is miles and miles away.

Celeste did call us back about 20 minutes after the ordeal and continued to apologize and refute the bogus information we were given by the marketing manager. She offered to drive out to our workplace to discuss our weekly order or the option to meet with her in the evening after work.

We asked her about breakfast for today, we ordered 20 egg and cheese biscuits and breakfast was so good. What made it taste even better was the good service, smiles, and "My Pleasure." We felt our business there really mattered.

Javier Laguna gave us a couple Be Our Guest cards and we passes them our at work.

Thank you for your concern and willingness to help. Do you work in corporate?

Kind Regards,

Kadira Mitchell

We'll open on 11/19 - two weeks from today!