Customer Service Leadership at Chick-fil-A

CustomerService Leadership at Chick-fil-A

Chick-fil-A operates on a philosophy that focuses on treating each oftheir customers with honor, dignity, and respect. The company hasfurther focused on committing taking care of those who visit therestaurant and treat them to their satisfaction. The philosophy withwhich the company operates endows it with a competitive advantageover other firms. It guides the manner in which the restaurantconducts its activities since it forms part of their tradition.

The approach differs from what is being offered by other restaurantsespecially because of the manner in which the restaurant treats itscustomers. Customers who visit the restaurant get the feeling thatthey would be treated to their individual needs. Unlike mostrestaurants that focus on providing services for profit-making,Chick-fil-A acknowledges the significance of customers and the needto treat them to similar standards.

Chick-fil-A emphasizes on positively influencing all those they arein contact with. Leaders, managers, and employees form part of thestakeholders who are in association with the restaurant. Chick-fil-Ahas ensured that all those in contact with them are aware of theirprinciples of operation. The tradition with which the restaurantoperates has made it possible for leaders, managers, and employees toembrace appropriate leadership principles needed to achieve the goalsthat have been set.

The leadership approach positively influences the work environment ofthe employees (Caldwell et al., 2012). They are highly motivated toexecute the tasks they have been assigned. The approach seeks toempower employees who eventually end up offering the best services tothe customers. The effect is a positive experience for the customerssince they will be treated to their best satisfaction by motivatedemployees.


Caldwell, C., Dixon, R. D., Floyd, L. A., Chaudoin, J., Post, J., &ampCheokas, G. (2012). Transformative leadership: Achieving unparalleledexcellence. Journal of Business Ethics, 109(2),175-187.