Great Teams Study the Best!

The Secret to Chick-Fil-A’s success is as simple as saying “please” and “thank you.” The worlds “no problem” are never spoken at here because it is never a “problem” to serve the customers who sustain their (or our) business!

Chick-Fil-A, a well-known chicken chain, is statistically the most polite chain in the restaurant business according to a recent industry study. Employees at Chick-Fil-A were most likely of the 15 competitors surveyed to say “please” and “thank you” and smile at drive-thru customers. Their workers were also the most likely to have a “pleasant demeanor”

While small pleasantries are easy to dismiss, these little things have played a key role in setting ChickFil-A apart from the competition. In 2015, Chick-Fil-A generated more revenue per restaurant than any other fast food chain in the U.S. The chain’s average sales per restaurant reached nearly $4 million!

Industry analysts have said that customer service is key to Chick-Fil-A’s success. Superior customer drives higher sales per unit, contributing to the chain’s ability to generate greater revenue than chains such as KFC, Pizza Hut, etc.

Chick-Fil-A also invests more than other companies in training its employees.

When Chick-Fil-A has their first interview with a potential team member, they follow the “Core 4” discipline to see if that person would fit into the culture of their business. Here are four things that they look for in a candidate:

• Do they smile?

• Do they make eye contact?

• Do they speak enthusiastically?

• Do they stay connected and engaged?

If the potential new hire meets these key qualifications, then they may be considered for a position at Chick-Fil-A. They are also looking for people who are passionate and have a desire to serve others.

Chick-Fil-A is a great and successful business that uses these simple practices to grow their company and here at Loyalty Pawn we would like to move forward and replicate these practices so that we can become more successful in the future!

Congratulations to the teams who met their store goals for the 1st qtr. In the first qtr, we have seen an improvement in our average loan per store! It is no surprise; the first qtr. of the year tends to bring the tax money in so let’s keep up the good work in offering our replacement loan program as well as our layaway program. We still have much to be proud of. The Roseville remodel is plugging away and soon we will have the complex exterior finished and painted. We look forward to the completion of the Roseville retail side in the first 2 weeks of May. In the very near future, Broadway’s exterior will be painted, and we will be getting the floors, slat wall and counter resurfaced. Much to do and great to be busy!

Given our Historical data, we are heading into a softer quarter when it comes to sales. We are taking advantage now the many different forums that exist for online sales. Some of your stores have found the tool, yard sale, jewelry and instrument forums that exist through Facebook! In addition to the offer up and craigslist outlets, let’s continue to make a presence with these online tools! As always, keep it competitive and fun!

I look forward to all the positive improvements and team culture!

Wayne Silliman General Manager

Be your best, do your best and succeed!