Utter disbelief! Shock! Outrage, even!

Recently, I went through the drive-thru lane at my local Chick-fil-A, and you will not believe what I saw. Will. Not. Believe.

Ready? Are you sure?

When is a sign, you know, a sign?

I know, right?? Ink faded on a sign! At Chick-fil-A! IMPERFECTION ALERT!!

But wait… that’s not even the half of it… look at this despicable sight:

The Horror…

What? Can’t see it? Look closer:

not up to high standards

We nitpick because we love.

Strings! Dangling, frayed strings off umbrellas! At Chick-fil-A!

Yes, I’m being nitpickingly ridiculous, but…

We hold the places we adore to higher standards. Chick-fil-A’s the most beloved fast-food restaurant in America. The Cathy family developed a lengthy list of systems, policies, and procedures – observable behaviors that reflect their company’s core values. This is their Corporate Purpose:

“To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come into contact with Chick-fil-A.”
“Nearly every moment of every day we have the opportunity to give something to someone else – our time, our love, our resources. I have always found more joy in giving when I did not expect anything in return.”

What does this have to do with a faded sign and frayed edges?

When you’re good… really good… Chick-fil-A good… we notice when you start to fray around the edges. Guys, give someone a pair of scissors and a fresh sign. They’re a small price to pay for awesomeness.

The better you are… the better you have to be.

HOW TO APPLY THIS TO YOUR COMPANY: When was the last time you mapped your customer experience and looked closer? Because your customers… even those who adore you… especially those that adore you… are always looking—consciously or otherwise—for reasons to validate their beliefs in people, places, and brands they hold in high esteem.

Oh, and PS – Speaking of my very own Chick-fil-A, did you see the video that several moms made expressing their love for our location? It’s pretty great!

Latest posts by Tim Miles (see all)