Keith Shorter on Chick-fil-A & the Church

Nearly every time I go to Chick-fil-A, it makes me want to be a better pastor.

As I enjoy my chicken sandwich, I’m always impressed by something. The way they conduct their business and serve their customers fascinates me. The culture they have created is unlike anything I have ever experienced in any other fast food restaurant.

Maybe that’s why their parking lot is typically full and the drive-thru is stacked two wide. I never see that at other restaurants. Sure, other restaurants may be busy occasionally, but it’s a daily occurrence at our local Chick-fil-A. The amazing thing is that I see the same thing at nearly every Chick-fil-A.

I wish that my church were a bit more like Chick-fil-A. Don’t get me wrong, I pastor a great church, and I have been privileged to do so for 22 years. Still, I am convinced that there are some things we can learn from the chicken company that made the cow famous.

1. Develop a culture of serving others.

Everyone’s job at Chick-fil-A is to serve. Regardless of their title or job description, you will likely hear more than one person say, “My pleasure” in serving you.

2. Call people by name.

When I go through the drive-thru, they always ask my name as they take my order. By the time I make it to the window, someone else hands me my food and calls me by name. I know they are just reading it off a screen, but still that personal touch means something.

3. Develop systems to be efficient.

Think about it. The busiest fast-food restaurant in our community has the best customer service. How is that possible? They have developed systems to handle the crowds of people. They expect a large crowd each day and they plan for it.

4. Give back to the community.

Founder Truett Cathy always said that he wasn’t in the chicken business, but the people business. Chick-fil-A treats their customers like friends and serves their communities like neighbors.

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Source: Baptist Press