For some companies finding the secret or foundation to customer service seems illusive. Customer service is often thought about in terms of continued employee training and expensive program and plans, and incentives. While I will agree that continued employee training is a key factor to great customer service, there are often simple and overlooked ideas that make a difference to customers.
One business that understands and continually practices great customer service is Chick-Fil-A. From the employees that work there, to the consistently good food product, to the "my pleasure" response that makes you feel like you matter, this company continually shows what it means to be on the top of their game with customer service.
Sometimes it is often hard to see how a company, like Chick-Fil-A could improve their customer service, but it is companies like this that know to stay on top you have to continue to innovate and keep focused on how to not only continue great customer service but improve it. Often, companies will spend a lot of money to figure out the next thing or implement something great with bells and whistles. For Chick-Fil-A, it can be as simple as a working with a red straw.
There is a Chick-Fil-A near us that when you get your drink in the drive-thru it comes with the straw in the drink with just the top couple inches of the wrapper on it. There is a few things this does as a benefit for the customer and this store:
Now why these may not seem like big things, consider how many times you may have driven off from a restaurant only to realize you didn't have a straw or the concern an employee may have wondering if they gave a customer a straw or the potential to give out more straws than necessary. Preparing the straw for the customer is a simple thing. It is those types of things that are often overlooked in providing great customer service.
If your company is struggling or has a negative customer service image, maybe it is time to step back and find the simple thing that can make a change. Sometimes it isn't new flashy and expensive campaigns or new menu items or products – sometimes it is just what you can accomplish with a straw.