I am always impressed with the folks at Chick-fil-A and know that Second Mile Service is a part of their culture. Wednesday night, Clint, Emma, and I ventured down to the CFA on Barrett Parkway in Kennesaw after doing some shopping. We ordered and sat down. Right away, one of their managers came up and said that she knew me from somewhere. I had taught her junior and senior Character Ed class at Harrison HS several years ago. Her name is Morgan and it was great to have a few minutes to catch up. I asked her what she was up to and she is finishing up a degree to hopefully teach science. I told her to look me up when she is done.
After we ate, I grabbed one of my business cards to give her on our way out. I knew that her training as a CFA manager would really come in handy as a teacher and I wanted her to keep NCCS in mind.
At the moment we were approaching the counter, a lady came in with a cup in her hand that the bottom had obviously broken out of. Morgan immediately said, “Oh no, what were you drinking? I’ll make a new one.” The lady said that she actually had a chocolate shake and that the bottom had fallen out when she put her straw in. Morgan expressed her concern that the customer had to deal with that. When the lady went on to say that the shake had spilled all over the inside of her car, Morgan immediately said she was on her way out to clean out the woman’s car. I was very impressed that she didn’t offer the lady a wad of paper towels…even thought that would probably have been acceptable and helpful…Morgan knew that the ultimate customer service would be to clean out the lady’s car.
I slipped Morgan my card as she was walking out. She had a smile on her face as she was carrying a bucket of water and some towels. As we got in our car, she was very pleasant chatting with the lady while she was cleaning her car. Incredibly impressive…second mile service.
There is always the chance that Morgan will stay with Chick-fil-A..and that would be awesome…but if not, she is just the kind of person that I’d love to have on our team here at NCCS one day!