Chick-fil-A

Start to Finish: Dan Cathy

I’ve been a “lifer” with this family business called Chick-fil-A. I started visiting our family restaurant, The Dwarf Grill, nine months before I was born. When we were very young, my dad [Truett Cathy] would take me, my brother, and my sister to the restaurant, where we would not only scrape the chewing gum from the bottom of seats and tables, but we would entertain guests with table-side songs. We were reluctant at first—especially since we had to wear the dwarf costumes that my grandmother made for us—but after a while, people started giving us tips.

What Great Brands Do

Q: What does it take for a quick-service brand to become a great brand?

A: I get this question all the time. Many people look at superstar brands like Apple, Southwest Airlines, and Nike and mistakenly conclude those companies achieved their successes as a result of good timing, great advertising, or just plain luck. But I’ve found that these companies have employed specific, somewhat surprising, techniques that have turned them into industry icons.

When Customers Go Bad

Wave of employees in national spotlight reminds brands to focus on training, customer service recognition.

National news headlines have recently been peppered with stories of quick-serve customers behaving badly and employees keeping their cool. From last year’s video of a Chick-fil-A drive-thru employee smartly handling an irate customer to this year’s story of a Dairy Queen crewmember who stood up to a woman after she took money from a blind man, quick-serve employees have been thrust into the national spotlight by offering shining examples of good customer service.

The Drive-Thru Performance Study

It used to be that speed of service was the most important part of the drive thru. But times have changed.

Fast food drive thrus are slowing down as consumers demand premium menus.
Chick-fil-A averages a whopping 6.09 cars in its drive thru at any given time. chick-fil-a / Stanley Leary

Since the advent of the modern quick-service drive thru—some would say in the early 1970s, though the idea of a pick-up window has been around for much longer—operators have tinkered with the nuts and bolts to create a drive thru that is as fast, efficient, and pleasant as possible. Innovations throughout the years, from wireless headsets and order-confirmation boards to dual lanes and pre-sell signage, have created a better drive thru capable of handling the 60–70 percent of business that now loops the exterior of most quick-service restaurants.

Florida Chick-fil-A Helps Local Fan Fight Her Fears

According to www.colgate.com, it has been estimated that 9–15 percent of Americans avoid seeing the dentist because of anxiety and fear. That's about 30–40 million people.

Local Maitland, Florida, resident, Linda Vail, is one of these people. A bad experience at a dentist office as a kid was the root of her fear.

Jimmy John’s, Chipotle Ranked Among Fastest-Growing Chains

The list of the fastest-growing retailers this year tells a story of consumers’ growing affinity for fast-fashion, specialty grocery items, and apparel. STORES Hot 100 Retailers list, published annually in the August issue of STORES magazine, consists of retail companies that reported the greatest increase in domestic sales between 2011 and 2012. All public and private companies with more than $300 million in sales were eligible for the list, which was compiled by Kantar Retail.

 

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