A fond return
Some companies DO listen to their customer base.
At a time when Nike and Anheuser-Busch have seemed to alienate a large segment of their customer base by making business decisions that I’ll charitably call against the grain, this is a story of a company doing it right.
Because I work a short Friday as part of my job, my weekend starts right about lunchtime. Over the last few years I’ve developed a habit based on my love for Chick-Fil-A’s Spicy Deluxe sandwich to a point where I look forward to starting my weekend with my lunch at CFA. (The only better deal I get is lunch with my wife.) I even have it set up on my app so that I walk in, take my usual seat, and place my order from there. They knew me at the counter, but this way I avoid the line and get my condiment (a little bit of mayo to temper the spice just a touch.)
A few weeks ago the nice lady who assists the diners came up to me. She knows of my habit, so she informed me that CFA would be doing away with the side salad. Much to my displeasure, and sure enough, a week later I received a little note in my bag that said:
A fond farewell
Spring is here, and we are taking the opportunity to refresh our menu. One of the changes is a farewell to our Side Salad beginning April 3.
We want to continue providing you with the quality food and service that you’ve come to expect, so we’ve had to make some hard choices about what we continue to offer on our menu.
We’re always innovating to find your next favorite menu item and excited to let you know that we’re working on some new menu items to enjoy.
*****
“But I enjoy this menu item,” I said to myself, and I mildly protested to the nice lunch lady that my pleasure regarding my meal wouldn’t quite be the same. Now I didn’t yell and scream, nor did I threaten corporate with a large lawsuit or a boycott - the nice lady probably just quietly noted that one of their more loyal customers wasn’t happy about losing the side salad he enjoys because it complements the sandwich so well, plus gives me nutrients I wouldn’t get with the fries. It’s worth the extra buck and a half to me.
So I was happy to hear this a week or so later:
In an effort to simplify and refresh our menu, we made the difficult decision to remove the Side Salad from our menus earlier this month. However, based on feedback, we’ve chosen to continue serving the Side Salad at participating restaurant locations. We are thrilled that customers can continue enjoying this menu item.
Apparently I’m not the only one who objected, in part because it’s a really GOOD salad (nice and fresh, well put together), and in part because it provides a reasonably healthy alternative on their menu. And I’m blessed to have a participating location, hence the photo above that I shared on social media Friday.
So here is a company that listens to its customers and doesn’t get too far out over their skis when it comes to advertising, yet is wildly successful because they pay attention to the basics: their food and customer service. After all, most large fast food restaurant chains have some variation of this sandwich but CFA’s is the one I like, and there’s something to be said about sitting down in one of their restaurants as they seem well-maintained and have polite customer service. I’m not saying it’s perfect, but I don’t feel ripped off after I eat there.
In this time where blessings can be hard to come by, a company that listens to its customers is indeed a keeper. Some like to give them grief for having a value system that’s relatively Christian, but they know their loyal customers have their back.
Because they know that, it’s a company that’s not afraid to rectify their bad decisions. I’m sure produce isn’t cheap, but if I have to pay a bit more to keep something on the menu I like, I don’t mind. It goes to a good cause.