The scene at Chick-fil-A on this cold Monday afternoon in January is unexpected. Despite the below-zero temperatures, the drive-thru is packed with over twenty cars, stretching onto North Park Drive. Inside, there’s an eager line of customers stretching out the door. It’s pretty clear that the people of Holland love their Chick-fil-A.
Despite the bustling crowds and the occasional rumble of thunder on a rainy day, Chick-fil-A’s appeal remains strong, drawing in customers with its delicious food and positive impact.
Chick-fil-A’s Christian principles and commitment to going the extra mile have spread throughout the nation, reaching Holland. Shaun Page, the dedicated owner and operator of Chick-fil-A Holland, opened the store with a clear vision.
“Our purpose statement, that was created when we grand opened, has not changed and says we will commit to strive for our personal greatness each day, which will result in a better me, a better team, and a stronger community in and outside of Chick-fil-A. This purpose statement in a nutshell is about impact,” Page said.
This positive impact that Page mentions is what drives customers back to Chick-fil-A, and it starts with their team, “We believe that our people are our greatest asset,” Page said. “We are looking for people who love to serve people or another way to say it is people who have a servant’s heart. We believe that great talent attracts great talent, and this is our greatest recipe to positively impact our community.”
Page knows how to spot people with a heart for service when he’s hiring. But it’s not just about finding the right people; Chick-fil-A’s training plays a big part, too. “I think what’s different about Chick-fil-A’s training that makes it the most caring company is a combination of unwavering vision and dedication to excellence,” Chick-fil-A’s operating director Luke Machiela said.
(Kaitie Shinabarger Kiefer)
Chick-fil-A is not just about serving customers; they’re about wowing the guests every time. They call it “second-mile” service—going above and beyond to make sure every customer is cared for and leaves with a smile on their face.
“We are passionate about what we call ‘second-mile service,’ which comes from Matthew 5:41, where Jesus says, ‘And if anyone asks you to go one mile, go with him two miles.’ We strive to show that above and beyond level of care in each interaction we have every day,” Machiela said.
But here’s the thing: training at Chick-fil-A isn’t just the manual training videos and checklists; it’s about the culture they create. Everyone at Chick-fil-A shares the goal of making customers feel valued. In a particular instance, Frosh. Lisset Chavarria said, “A worker complimented my mom’s earrings then her nails and they were both laughing and smiling. For the rest of the day, she was happy. I tried to convince her before that they were pretty but she didn’t believe me until he complimented them too.”
So, it’s no secret that Chick-fil-A is the second highest ranked fast food place in Holland. With the delicious food, genuine care, and commitment to making every visit special, it’s no wonder the drive-thru is packed through rain or shine.
