Name that Car
The model and color of this car. (Image 1)
What is a white sedan?
This greeting asks about someone’s well-being by saying, “Hi, how are you today” with a smile!
What is a friendly greeting?
This term comes from the biblical commandment in the Sermon on the Mount, where Jesus instructs his followers to go two miles when forced to go one by a Roman soldier (Matthew 5:41).
What is Second Mile Service?
In the H.E.A.R.D. model, the “H” stands for this step, which involves actively listening to understand the guest.
What is Hear to Understand?
The make and model of the car. (image 2)
Mazda SUV (cross over)
This tool helps us provide personalized service, messaging, free food rewards, and event invitations for our guests.
What is the Chick-fil-A mobile app?
When a guest comes in visibly having a tough day, this act allows us to brighten this guests' day.
What is Surprise and Delight?
In the H.E.A.R.D. model, the “E” stands for this step.
What is Empathize to Feel Their Concern?
Color, make, and model of this car. (Image 3)
What is an Orange Dodge Van?
This is the correct, polite phrase to use when asking a guest for their name instead of saying, “Can I get a name for the order?”
What is, “May I have your name?”
When a child visits, giving them this item is a fun way to delight and make their experience memorable.
What is a plush cow?
In the H.E.A.R.D. model, the “A” stands for this step, where you take ownership and express regret.
What is Apologize with “I’m sorry”?
Name the model of this car. (Image 5)
What is a station wagon?
These are all examples of questions used to confirm details and ensure an accurate order:
“Would you like that as a meal or just the entrée?”
“Would you like crispy or grilled nuggets?”
“Would you like to make that large?”
What are clarifying questions?
When a guest approaches with a wheelchair, stroller, or crutches, we demonstrate Second Mile Service by doing this for them.
What is running over and holding the door for them?
In the H.E.A.R.D. model, the “R” stands for this step, where you take action to address the guest’s concern.
What is Resolve the Issue?
Name the make and model of this car. (image 5)
What is a chevy truck?
This step helps prevent errors and ensures guest satisfaction before payment is taken.
What is read back the order?
When you ask a guest about their preferences and things they enjoy, you are doing this to provide personalized service
What is creating a connection?
In the H.E.A.R.D. model, the “D” stands for this step.
What is Delight the Guest?