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Chick-fil-A SPB
Hospitality is simple, it's service from the heart
In your interactions in the restaurant use the CORE 4 both with one another and guests.
Create eye contact
Share a smile
Use a friendly tone
Say my pleasure
When we don't get things quite right use the HEARD model
Hear: Listen to all they have to share
Empathize: Take a moment to understand and identify where their frustrations are coming from
Apologize: Say, "I apologize that... happened."
Resolve: Offer a resolution for the situation that took place: Replace the item or provide a coupon for a future visit.
Delight: Don't stop at just fixing what we messed up, but find a way to go above and beyond. Offer free dessert or something comparable in addition, exceeding any expectations.
Because Truett...Truett, Our founder, set the stage for hospitality more than 70 years ago. This time-tested hospitality will carry us on to the next 70 years of business.
Every life has a story. Take the time to show care to everyone you meet.
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