The interview below was filmed backstage at the Chick-fil-a Leadercast.  Below is a quote that should make you want to watch all 12 minutes of the interview.

There’s more upside differentiation on service than there is on the next flavor of milkshake.  All the chemical, food pieces of it are much easier to duplicate than some of the service components.  We’re going to continue to have great tasting food but we’re going to put a service experience that is as if you are eating at a Macaroni Grill or Houston’s Restaurant or some swanky restaurant where you’d pay 2 or 3 times the price.  Customers really love it.

There’s a lot to like in this interview but here is the performance take-away that I got, high quality products are easier to replicate than high quality customer service.  If it was easy everyone would be doing it.  Watch the video to learn how Chick-fil-a is providing great customer service.

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