The EntreLeadership Podcast

How Chick-fil-A Achieves Fantastic Customer Service with Shane Benson

Feb 28, 2022

41:17

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Highlights

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Episode notes

Chick Filet's Owner Operators Are in Business for Themselves, but Not by Theyself

04:38

How Do We Help People Get the Memo?

03:12

Making the Transaction Resilient

02:20

Introduction

2min

The Taste of the Roast Is Determined by the Handshake of Host

5min

Making the Transaction Resilient

2min

How Do You Create a Resilient Experience?

2min

Chick Filet's Owner Operators Are in Business for Themselves, but Not by Theyself

5min

Are We Having Influence?

5min

Chick Falay, You're an Overnight Success!

5min

We Need to Wrangle All the Stuff

2min

We Work for the People Outside the Walls

2min

10.

How Do We Help People Get the Memo?

3min

11.

On Boarding - The People Most Definitely

3min

12.

How to Tell Your Story

4min

Join us as our host, George Kamel, talks to Shane Benson. Shane is the senior vice president of operations at Chick-fil-A corporate and was Chick-fil-A’s vice president of customer experience for 16 years. He shares how the customer service culture at Chick-fil-A has developed over the years and the underlying principles you and your team can put into practice to create repeat customers. Later in the episode, George chats with Luke LeFevre, Ramsey Solutions’ chief creative officer. Luke explains why he repeats certain phrases to his team and why those phrases are important for keeping the team focused on the mission and the vision.

You’ll learn:

Chick-fil-A’s simple ingredients for great customer service
The secret sauce for creating consistent customer service
A simple tool to protect your company culture
How to transfer your culture to new hires

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