“It’s my pleasure!” is a common response from Chick-fil-A employees across the country.
It’s a symbol of the franchise’s commitment to stellar customer service.
From delivering extra dipping sauce to even changing tires — yup, that’s right!
Chick-fil-A employees like Daryl Howard will stop at nothing to help their customers.
It started as an average day for Daryl, who manages a Chick-fil-A restaurant in Severn, Maryland.
Daryl was working the register and taking Thursday morning orders when a regular customer came through the door.
Mr. Lee, a 96-year-old World War II veteran, found himself in need of more than a coffee and a chicken biscuit on this particular day. The man was distraught and nearly in tears as he told the employees his story.
Mr. Lee had barely been able to drive to the store, as one of his car’s tires was bad. He made it into the Chick-fil-A parking lot, but he knew he wouldn’t be able to change the tire on his own.
That’s when Daryl stepped up!
“As soon as he finished his sentence, Daryl informed me he needed to help this gentleman right now,” said Rudy Somoza, another Chick-fil-A employee. “So, Daryl jumped into action without hesitation.”
Daryl went right out into the parking lot with Mr. Lee and spent the next 15 minutes changing the veteran’s flat tire.
“His action of kindness was beautiful,” continued Somoza, who watched through the window as Daryl patiently worked on the veteran’s car.
According to his coworkers, this act of service was completely in character for Daryl, who has never hesitated to do whatever he can for those around him in his nine years at Chick-fil-A.
“Daryl has always been so helpful to anyone in need,” Somoza added. “I thank God I was in the right position to be witness of this touching moment.”
Mr. Lee was overwhelmed with gratitude for Daryl’s assistance. When he came back the next day for his regular breakfast, he thanked the manager again for helping him out of a tough situation.
Daryl’s generous act has quickly gained the attention of the Chick-fil-A franchise. In a statement released shortly after Daryl’s story was shared, the organization said:
“We are grateful for Team Members like Daryl Howard who genuinely care about the customers and communities they serve, and for restaurant Operators who create an environment where Team Members are empowered to go above-and-beyond to meet guests’ needs.”
It’s all in a day’s work for Daryl and other Chick-fil-A employees, who are encouraged to serve customers in any way possible.
The Chick-fil-A philosophy provides an incredible example of what true service means. Dan Cathy, president of the franchise, shared his thoughts on customer service in a striking way.
“Every life has a story, and often our customers and our employees need a little grace and a little space when you deal with them because they are either experiencing a problem, just finished having a problem, or are about to have one,” Cathy said.
He continued, “The word ‘restaurant’ means place of restoration, and we think of Chick-fil-A as an oasis where people can be restored. We strive to treat people better than the place down the street.”
Mr. Lee certainly felt restored after his Thursday morning visit to Chick-fil-A!
“One way we do that is by remembering that we’re all people with a lot of emotional things going on that don’t necessarily show on the surface,” said Cathy, reflecting on the restaurant’s commitment to serve guests.
“So we try to offer amenities and kindness that minister to the heart.”
When it comes down to it, Cathy said that Chick-fil-A’s customer service philosophy is based on the Bible verse: “If anyone forces you to go one mile, go with them two miles” (Matthew 5:41).
“If you want to make a difference, step over the line and into that second mile, because magical things happen there,” Cathy encouraged. “There’s joy and fun and reward in that second mile.”
Daryl Howard definitely went the second mile in his service to Mr. Lee! And no doubt he found joy in the unexpected act of changing a tire.
This week, adopt the spirit of Chick-fil-A and think about ways you can go the extra mile. How can you go above and beyond to serve the people around you?