For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of exceptional service, you may expect to hear about Disney and Ritz Carlton. But Chick-fil-A is the example I hear most often from the frontline workers. They talk about the service experience with unwavering loyalty.
This week, when a South Carolina drive-through vaccine site was struggling with logistics due to a breakdown in the computer system, leaders didn’t call on health department executives for guidance. They called on a Chic-fil-A manager.
The COVID-19 pandemic has forced healthcare innovation into a fast-paced, daily exercise, seeking best practices from every industry.
The pandemic has been devastating, yet the one silver lining is that it has shown us that we can pivot on a dime and humbly ask for help from even the most unlikely places.
I’m hoping to get my vaccine sometime soon. Now I have just one question; Can I get fries with that?
Tags: COVID-19, Customer Experience, Customer Service, service excellence
