Fred Reichheld's Blog

It is surprising how often I hear about Chick-fil-A from my friends, even though I live in Massachusetts where there are only a couple of Chick-fil-A restaurants.  For example, I was sitting in Bain’s Boston headquarters with the partner team that oversees the firm’s internal Net Promoter process (Bain gathers NPS feedback from its major clients on a regular basis).  During a break, I happened to mention to the partner representing our Dallas office that I had invited Dan Cathy, the president of Chick-fil-A, to speak at the upcoming NPS Conference in Miami.  

My partner exclaimed that his family simply loved Chick-fil-A and visited the restaurant in his Dallas neighborhood almost every week.  He then confided that it was really his three-year-old son who was the biggest fan. Whenever the family got in the car on Saturday, the three-year-old would ask if they could visit Jose the mop-man.  My partner explained that the first time they visited their local Chick-fil-A restaurant, an employee named Jose was mopping the floor, and when the family entered, he welcomed the young boy with a big smile.

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