Are We Providing Exceptional Service?

“Chick-fil-A is dominating fast food” according to an article this week in Business Insider.

Journalist Hayley Peterson reports that “the company generates more revenue per restaurant than any other fast-food chain in the US.”

“Despite its relatively small size, Chick-fil-A also ranks highly in terms of its total sales. The chain generated nearly $8 billion in revenue in 2016, making it the eighth-largest fast-food chain in the US, according to QSR.”

In fact, “Chick-fil-A generates more annual revenue than dozens of other chains that have more than twice as many US locations, including KFC, Pizza Hut, Domino’s, and Arby’s.”

“So what is the secret to Chick-fil-A’s success? Asks Peterson.

“Beyond the food, which gets high ratings from customers, many analysts point to Chick-fil-A’s exceptional service.”

The article discussed CFA’s training, investment in their people, and the involvement of their Owner-Operators.

“Franchisees are encouraged to ask their new hires what their career goals are and then to try to help them achieve those goals.”

For example, Kevin Moss, a CFA manager for 20 years, funded an employee’s marketing degree and paid for another employee to take photography classes

“Moss told Business Insider that he also tries to support his employees in times of need. For example, if an employee’s family member is in the hospital, he will send food to the family and hospital staff.”

“I’ve found people are more motivated and respond better when you care about them,” Moss said.

For those acquainted with CFA this not a surprise. Their late founder S. Truett Cathy was a man of faith. He ran his business based on Biblical principles of trust, goodness, godliness, treating others with respect and honoring God by closing on Sunday so his people could attend worship services.

Among the many Scriptural precepts of honesty, hard work, and people empowerment, is the Biblical teaching on serving the needs of others.

Jesus taught that the road to greatest was paved with service (Matt 20:26-28). He exemplified and epitomized service when he humbled himself to wash the disciples feet. Then he said, “You call Me Teacher and Lord, and you say well, for so I am. If I then, your Lord and Teacher, have washed your feet, you also ought to wash one another’s feet. For I have given you an example, that you should do as I have done to you. Most assuredly, I say to you, a servant is not greater than his master; nor is he who is sent greater than he who sent him” (Jn 13:13-16).

The book of Acts is filled with examples of Christians ministering to the needs of each other. Selling personal property to meet the physical needs of individual members (Acts 4:32-36). Selecting deacons to minister to those who were widows (Acts 6). Sending funds to famine stricken brethren across the Roman Empire (Acts 11:27-30).

The work and role of preachers, pastors, and teachers are to “equip the saints for the work of ministry” (Eph 4:12). Training people is also a key to success in the spiritual work of the church. People who are equipped, cared for, and valued will provide exceptional service to others.

All areas of ministry, whether meeting the physical needs of the saints, edifying the members, or reaching out to a spiritually starved lost world, should strive for excellence. Giving God our best is an Old Testament ethic founded in the “fruit fruits” and the “unblemished animal sacrifice.”

When each Christian understands their gift, utilizes their talent and fulfills their personal responsibility, then the Body of Christ can function effectively as God purposed. Worship is vibrant. Bible classes are Christ-centered. Fellowship is inclusive. Ministry is meaningful. And evangelistic outreach is lovingly shared.

Chick-fil-A’s success in the business world follows a Biblical pattern. Leaders in the Lord’s church would do well to reevaluate all areas of ministry and ask, “Are we providing exceptional service?”

–Ken Weliever, The Preacherman

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