Church's Chicken - Food Was Gross, but Service Was Great!
FARMINGTON, NEW MEXICO -- Today for lunch, I decided to drive-thru Church's Chicken, since it was close to another appointment I had scheduled. I return to work with my lunch, and after opening the bag, the lettuce on my chicken sandwich had a brownish tint to it, and the mayo tasted rancid. I also ordered a 5-piece boneless honey BBQ, but wasn't given any napkins or even a fork to eat it with. I scrounged around the employee break room back at work, and eventually found a fork. The boneless chicken tasted great!
So, for those of you keeping score, we have great tasting boneless chicken vs. brown lettuce, rancid mayo, no napkins, and no fork. The scales seemed to be tipping in favor of an all out verbal assault or irate online review. However, there was something during my visit that trumped these miscues. And that was good ol' fashioned customer service with a smile. From the time I ordered, to the time I pulled away and into the street. They greeted as friendly as one possibly could, just short of coming outside and hugging me. The food was served promptly, and I saw nothing but smiles on the faces of the drive thru workers and a sincere thank you as they handed the food out the window.
If I was on the Undercover Boss show, I would've definitely rewarded that crew for their excellent customer service. Even though the order was less than satisfactory, the great attitude they displayed will have me coming back to give them a second chance.