Winning Hearts Every Day

Winning Hearts Every Day is the approach we take to care for our guest. S. Truett Cathy understood that Customers feel most cared for when we execute with excellence in the Restaurant and build trust by engaging with Customers personally. Doing the right thing, the right way, every time, shows care for Customers and allows us to win the moments that win their hearts every day.

Below is the an overview of what it means to serve with a Winning Hearts Every Day mentality. Click the image below to spend time learning about each important element of Winning Hearts Every Day.

Operational Excellence

Chick-fil-A strives to make craveable food that is so good that Customers want to keep coming back to enjoy it again and again. By consistently adhering to food safety requirements and practicing procedural discipline, Restaurant teams can help ensure a craveable product for every Customer on every visit.

Why is Craveable Food important?

Customers highly value consistently delicious food at Chick-fil-A.
Taste and portion size are key drivers of satisfaction and perceived value.
Food safety is paramount, directly impacting Customer trust, loyalty and willingness to recommend.

A Customer’s experience at Chick-fil-A should be quick, accurate, frictionless and never rushed. Customers want to experience both speed and accuracy on every visit. This means that Team Members:

Confirm orders.
Provide dine-ready meals.
Give clear directions.
Offer handheld menus in the drive-thru if needed.

There is sometimes a disconnect between speed and accuracy, but accuracy can make things faster overall. It is best to slow down to ensure food is safe, craveable and made accurately while allowing time for hospitality.

Chick-fil-A® restaurants should be a place of restoration. They should always be clean, safe and truly welcoming. This includes fresh flowers, nice landscaping, no clutter, pleasant music and clear signage.

The environment sets the tone for the Customer's experience from the moment they drive onto the lot through the moment of their departure. It is the way to maintain the connection to each of the Customers' senses throughout the journey at Chick-fil-A during every visit.

2nd Mile Service

Customers should feel seen, known and appreciated when they visit a Chick-fil-A restaurant. This happens through Team Member interactions, which can be personalized by:

Using a Customer's name.
Offering a warm welcome.
Providing a fond farewell.

Team Members can be proactive by looking for opportunities to serve Customers before being asked. This might mean doing a table touch-in, suggestively selling, opening a door, walking a Customer to their car with an umbrella, refreshing a beverage, carrying an order to a Customer's table or car, grabbing a highchair, clearing a table, or giving directions. Anticipating Customers' needs and meeting them is a differentiator for the brand.

At Chick-fil-A, the culture is built on care and generosity. The goal is for Customers to experience more than they expect through generous interactions with Team Members. Some examples of generosity include:

Spending time connecting with a Customer.
Offering the Customer a sample.
Offering the Customer a free item (e.g., a mint, cookie, mini moo, etc.)
Placing an encouraging note or coupon in a Customer's bag.