The result of such a culture [grace and encouragement] at Chick-fil-A® is evident in the extremely low employee turnover rate – forty-seven percent lower than the industry average (Scmall, 2007). Employees are committed to the company because the company is committed to them first. At Chick-fil-A® the employees extend this atmosphere of grace and encouragement to the customers they serve. On March 24, 2016, the Toledo, Ohio, location posted a photo of one of their employees with the following comment:
A huge thank you to Jaclyn, our morning employee, who took time to pray with a guest who was in tears about a pending medical situation. Jaclyn gave the guest a free meal and took time to go the extra mile to comfort and encourage.
Way to go Jaclyn for taking the initiative to make our guest feel special, with no prodding or instruction. We are blessed to have you on the team!
Chick-fil-A’s customer service has played a definite role in making it the number one fast-food restaurant chain. Its stores do more business in six days, closing at 10 p.m. than McDonald’s does in seven days with many locations open 24 hours (Lesson, 2015). However, this level of customer service does not just happen. It is intentional – from how the manager treats the team member to how the team member treats the customer. What a difference it makes when we become aware of those around us – on purpose!
At Chick-fil-A®, this awareness is referred to as “going the second mile.” A Cathy Family blog post from 2012 defines this type of service.
The second mile is about having a spirit of generosity and acting on the warm-hearted impulses we all have to make a difference in the lives of others. Going the second mile means living out the Golden Rule and putting others’ needs before own in a world that often encourages us to focus inward.
When we look at each day as an opportunity to put others first, we are beginning to live in the second mile.
Going the second mile is not always about actions. Sometimes it is simply a word. Whether spoken by an employee in the fast-food industry or by a staff member in a school, customers’ reactions to verbal responses are universal. Michael Hess (2012) in a column for CBS News reported that the most unhelpful, frustrating phrase to customers is “Let me see what we can do.” Although it sounds polite, it is perceived as a refusal to accept any personal responsibility or to offer a personal commitment to finding a solution. The same report also listed the best words in customer service: delighted, absolutely, pleasure, happy, sorry, and yes. These words, the report states, are “active, genuine and upbeat.” (2012) They indicate commitment and responsibility. They leave no question in the customer’s mind about his importance. They are satisfying.
What would the second mile look like in a Christian school? Is there an unquestioning effort to help staff, students, and families, or is the phrase “let me see what we can do” at the top of the responses given? Do the needs of others consistently take priority? Is extending grace and offering encouragement truly “my pleasure”?
Without a doubt, such an atmosphere among administration, faculty, and staff would pervade the Christian school reaching into the classroom and positively influencing the next generation. This is the business of the ministry.
While this article is primarily addressed to the Christian school, its application is evident for ministry in every format. From Christian organizations, to churches, to mission boards, and to colleges – shouldn’t we be able to have the same attitude toward the Lord’s work as these employees? “It’s my pleasure!
Mrs. AnnMarie speaks often at educator’s conferences and Christian school staff training. If she could ever be a help to you, feel free to reach out at annmarieril@lvbc.edu