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Current Thread:

chik fil a expérience
Post ReplyPost New TopicPosted 1/4/2013 by shannoninkc in NSBR Board
 

shannoninkc
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Posted: 1/4/2013 4:48:26 PM
Okay, first off...no, this isn't a big deal. First world problems, blah blah blah...and I didn't make a stink about it. I just found it curious since I've found CFA to be outstanding in customer service.

Went there to dine in with a girlfriend and four of our kids. My son went up to get a coke refill and they said, "no". So, my friend and I looked at each other and thought...well, that isn't right. So I go up and ask for a refill. They told me they are having problems with the fountain and were using canned coke, and they don't offer refills for canned coke. Huh???

So, I sat down and my friend and I thought that was very strange indeed. It's one of those things that you should just do, even if you have to take a little hit to the pocketbook until the repairman fixes the fountain. You want to keep your people happy. Not have them randomly wonder and complain like I'm doing now.

Then the worker guy was doing his rounds of the table and offered a refill! And then had to come back empty handed when he was told no. I told him I was told no, and he checked with the manager. I was very nice and told him not to worry after seeing he felt embarrassed about it.

So in conclusion, don't you think it's in their best interest to offer refills like they always do, and not irritate people? I mean come on, I'm fairly certain even with having to buy canned pop, they are still making a profit on over priced drinks.

Luckily, I had tea.

ETA: how did those weird symbols get in my title???

Kelpea
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Posted: 1/4/2013 4:53:42 PM
No refills on canned cokes. But refills on soda fountain drinks because you pay for the cup. The refills are incidental costs.



emmafrost
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Posted: 1/4/2013 4:56:24 PM
OK, the manager was tripping, he should have offered you another type of drink refill instead. Chikfila rarely has a problem about giving out free food, so a refill should not have been an issue.







ilovecookies
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Posted: 1/4/2013 4:56:47 PM
The fountain drinks are very cheap-practically free-for restaurants. If they wouldn't give you a refill because they were using canned drinks, then most likely, that was a manager's decision.

I'm pretty sure Chick Fil-A is a franchise. If you want, you could complain to corporate. But who knows, maybe that's actually corporate's attitude.

My opinion is that they need to get their equipment fixed, or give you refills out of cans or whatever they need to.

Crappy CS



shannoninkc
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Posted: 1/4/2013 4:58:16 PM
I just thought the whole thing was bizarre. They were pouring the canned cokes into the cups, though...not that that would matter.

obliolait
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Posted: 1/4/2013 5:00:25 PM
an opportunity lost to teach your child moderation. kids shouldn't need refills of soda, EVER.

shannoninkc
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Posted: 1/4/2013 5:00:59 PM
ilovecookies,

well, that is what my friend and I thought. It's not our problem they had faulty equipment. You still have the same procedures regarding your menu, and free refills is part of their deal. If you have to take a hit to profit, then so be it. You keep your people happy no matter what.

Oh well, like I said, I find it curious they would take that stance, but not a big deal. My kid only suffered for about 15 seconds. hehehehe

Free~Bird
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Posted: 1/4/2013 5:03:25 PM
Didn't take long for a handslap.
kudos obliolait


They should have done 2 liters (cheaper) and still offered the refills and took the hit for the day. It's called customer service - it's not your fault their equipment was down.


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ilovecookies
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Posted: 1/4/2013 5:06:27 PM

It's not our problem they had faulty equipment. You still have the same procedures regarding your menu, and free refills is part of their deal. If you have to take a hit to profit, then so be it. You keep your people happy no matter what.


Exactly. If free refills is their policy, then they need to stick to it. Even if the fountain dispensers are broken.

Whoever made the call to deny refills really made a stupid decision. They could lose way more on people not returning than a can of coke would have cost them.



Miss Lerins Momma
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Posted: 1/4/2013 5:27:09 PM

an opportunity lost to teach your child moderation. kids shouldn't need refills of soda, EVER.





I agree. Mine only get soda if we go out to dinner or for special occasions. And if we are out at dinner, they know they get water after their first soda is gone. If we are having a special occasion, they split one can, no refills only water after that. We try really hard to limit their soda consumption.

I would have just asked for an ice water if they couldn't refill the soda.








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MsChiff
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Posted: 1/4/2013 6:19:07 PM

Meh. I live in the land of few, if any, free refills so it wouldn't bother me at all.






beachgurl
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Posted: 1/4/2013 6:25:28 PM
I can't even begin to tell you how many times I have tried to order a diet coke at a quick service restaurant or fast food place, and been told that they don't have any because their machine is not working.

So, when I read your OP, I just about lept to my feet and cheered for the manager for showing some initiative and going out and buying some in cans, bottles, whatever. In fact, I'm still impressed and stunned.

Yes, they probably should have bought 2 liters or something so it would be easier and cheaper to give refills, but it still beats the heck out of being told that they don't have any at all.




jarmommy
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Posted: 1/4/2013 6:26:09 PM
I went into Chik Fil A for lunch one day and their registers were down so they weren't charging for the food. I was dumbfounded. Most places would've closed until the problem resolved. I can't believe your Chik Fil A was having fits over refills.

recap.pea
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Posted: 1/4/2013 6:30:51 PM

So in conclusion, don't you think it's in their best interest to offer refills like they always do, and not irritate people? I mean come on, I'm fairly certain even with having to buy canned pop, they are still making a profit on over priced drinks.


In a nutshell...do I don't think it is in their best interest. Fountain drinks do not cost the store much but canned drinks do and they don't go as far as fountain drinks.

They could have just as easily said "sorry, we currently only have water or tea" but they accommodated by going out and purchasing canned drinks - I think THAT is good customer service. Fast food places didn't use to give free refills, some still don't - so it is a benefit to get free refills but they don't HAVE to give them. I don't see them losing customers over not giving out a free refill on ONE visit.


moveablefeast
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Posted: 1/4/2013 7:11:15 PM
I think it shows great customer service that they went out and bought soda to serve in the restaurant in the first place. They were probably trying to conserve supplies to get through that particular crisis.

My every-Friday treat after my daughter's ballet class is a trip to CFA for dinner. I drink diet soda about once a week, and this is the time. Smetimes I will drink two. But in an unusual circumstance? When you can look around and see, oh, something is broken, they're coping with it as best they can? If I can't have my second diet Dr. Pepper, I'm probably just going to say "Okay, thanks" and chalk it up to the fact that even restaurants with great customer service have equipment failures from time to time. And look forward to the next Friday.

Sometimes I can't have what I want, and that's okay. Even when I am the paying customer.

From a customer service standpoint, they should have explained, apologized, and maybe (Maybe) given you a courtesy card for a freebie of some sort in the future, if you were really grumpy about it.

obliolait
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Posted: 1/4/2013 7:24:55 PM
how you can spend money at such a bigoted and irresponsible company is beyond me.

moveablefeast
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Posted: 1/4/2013 7:37:30 PM

how you can spend money at such a bigoted and irresponsible company is beyond me.


Well, at risk of, um, taking the bait, if you know what I mean...

I had a fundraiser in October for my school. I needed to raise $35,000. I called up the local CFA to ask for a silent auction contribution, and not only did they give me $300 worth of party packages for my silent auction, they showed up with 350 biscuits and 1200 chick-n-minis for the people who attended my fundraiser (families with children). Plus the cow costume and a person to wear it all morning. Total cost to me: $0. They even brought their own plates and napkins.

Plus I can always pick CFA and know that I will go into a clean restaurant, have a decent fast food meal (consisting of a fresh salad if that's my choice), be treated pleasantly and kindly, and feed my kid a reasonable meal that she enjoys. We pick fast food restaurants by who has the best fruit cup - it's just our stage in life.

They have my loyalty forever for that fundraiser though - even though I disagree with their position on gay marriage.

jmd1970
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Posted: 1/4/2013 7:43:13 PM
A new CFA is opening by my work next week. Today they were handing out free sandwiches to customers and employees.


IleneTell
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Posted: 1/4/2013 7:51:37 PM
I think when you were buying the drinks, they should have informed you of the situation and that there wouldn't be refills that day. Problem avoided.



WorkingClassDog
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Posted: 1/4/2013 9:14:02 PM
If their policy is free refills (which it is) then no matter how it is served, fountain, canned, 2 liters, you should get refills..

AND HOW DARE you let that little boy drink pop to begin with? How could you do that? What kind of mom takes her child to a fast food place and let him eat chicken nuggets AND pop. I think I will have to put you on IGNORE.. cause apparently you are a bad bad mom.

Our CFA goes out of their way to give you free food all the time. I swear if I went there as much as they give out free stuff, we would be in there every night. I love our Chik Fil A and their service... love love love.



WorkingClassDog
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Posted: 1/4/2013 9:16:23 PM
Which store was it? I'm calling to complain.. lol



Runner5
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Posted: 1/4/2013 9:21:05 PM
To me, if they weren't going to offer free refills, then they shouldn't have opened the cans and served them up to look like fountain drinks.

In others words, "Coke? I'm sorry but our fountain is broken. We can sell you a can of Coke though." Everyone knows if you want another can, you buy another can.

I liked FreeBird's suggestion of just buying 2 liter drinks and taking the hit.


Mary




tidegirl
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Posted: 1/4/2013 10:12:32 PM
The only thing I can think of is that maybe they were having a hard time stocking the soda in the store. Maybe they were rationing the cans.

I agree with the pp that they should have just given a can per order charging the smallest amount and let you know about the issue when you were ordering.

Not a deal breaker but it was not the best customer service.

freecharlie
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Posted: 1/4/2013 10:40:08 PM
They should have just not sold coke while the machine was broken.


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*KAS*
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Posted: 1/4/2013 11:23:16 PM

I think it shows great customer service that they went out and bought soda to serve in the restaurant in the first place. They were probably trying to conserve supplies to get through that particular crisis.


That was my thought as well. I can't imagine it's been a long term problem, so they likely sent somebody to Kroger in a rush to buy up cans so they can serve sodas during meal time without inconveniencing everyone. But it's not something they would have an endless supply of, so they had to ration.

The probably should have said "Sure, you can have a coke. But just FYI, our machine isn't working so we're having to use cans. We don't want to run out so we can't offer free refills today. If you would prefer iced tea or lemonade, we can refill those. Sorry for the inconvenience."


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Skybar
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Posted: 1/5/2013 4:47:07 AM

I can't believe your Chik Fil A was having fits over refills.

they had to make up for the one giving food away...


I love CFA. Didn't go to one often since I didn't live near one. We got one a yr or so ago but I still forgot to go there. Starting with the attack on the owner's constitutional rights I make a point to go there when I'm in the area. Was hard to not 'remember' them with so much in the news. Thx for the reminder, I'm in need of a CFA sandwich!

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Posted: 1/5/2013 6:52:52 AM

I spend less at Amazon now.


That's ok cause I have been spending more there. I'm sure I more than make up up for that loss.




Rhonda

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Posted: 1/5/2013 7:12:04 AM

went into Chik Fil A for lunch one day and their registers were down so they weren't charging for the food.


I had a fundraiser in October for my school. I needed to raise $35,000. I called up the local CFA to ask for a silent auction contribution, and not only did they give me $300 worth of party packages for my silent auction, they showed up with 350 biscuits and 1200 chick-n-minis for the people who attended my fundraiser (families with children). Plus the cow costume and a person to wear it all morning. Total cost to me: $0. They even brought their own plates and napkins.

Awesome!

What they should have done is give you a free refill if that is how they normally operate. At the very least when you placed the order they should have said, "I'm sorry, our soda machines are down and we are using canned soda. We need to charge for refills at 50 cents each."

Once I went through the Taco Bell drive through and my soda tasted strange. I went back through the line and they said they were using bottled soda as their machines were down. The main reason I buy soda when I am out is because it is fountain soda. Soda from a partially opened 2-liter is not the same. (First world problem alert).



littlefish
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Posted: 1/5/2013 7:50:32 AM

I think it shows great customer service that they went out and bought soda to serve in the restaurant in the first place. They were probably trying to conserve supplies to get through that particular crisis.


I agree. I'm willing to bet many other places would've just said they were out and not tried to solve the problem whatsoever.


Julie

writermom1
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Posted: 1/5/2013 8:19:06 AM
I agree with you OP. If they couldn't offer refills and normally do then many customers may have factored the refill into the purchase price. To not offer what is normally expected - and not make that clear at point of purchase is misleading.

They should have had a sign indicating the use of canned v. Fountain soda and apprising customers of the lack of refills before they took the order. There is a taste difference between the two. I have a friend who won't drink canned.

Certain retailers seem to get a Pea pass (Target, CFA). If this story had happened McD or a WM snack counter I wonder if it would have a less understanding reaction?



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*KAS*
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Posted: 1/5/2013 8:32:47 AM
My reaction would be the same no matter who the restaurant was.

Crap happens. Machines go down. They tried to find a temporary solution to satisfy their customers. It wasn't ideal, it was a temporary fix. I'm sure it wasn't fun on their end either.

But I don't pick restaurants based on free drink refills either. It's not that big of a deal to me.


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Sharna_G
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Posted: 1/5/2013 8:37:33 AM
Do not feed the trolls.


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angievp
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Posted: 1/5/2013 9:45:22 AM

My reaction would be the same no matter who the restaurant was.

Crap happens. Machines go down. They tried to find a temporary solution to satisfy their customers. It wasn't ideal, it was a temporary fix. I'm sure it wasn't fun on their end either.

But I don't pick restaurants based on free drink refills either. It's not that big of a deal to me.


This. Maybe the message was carried out awkwardly, but like ^, shit happens. A 'free' refill doesn't even register. The few times I go to a fast food place it doesn't even register that they have free refills. It's just not something that concerns me.

shannoninkc
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Posted: 1/5/2013 9:47:26 AM
Sharna....thanks for noting that for me. I was about to feed one!

Okay, so in conclusion, we should remember workingclassdog is a weirdo.

bwahahahahahahahah.

This coke episode certainly wouldn't make me not go to CFA, I only just discovered CFA sauce about two months ago. I think I could bathe in that crap.

shannoninkc
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Posted: 1/5/2013 9:53:56 AM
I'm looking at this from a good business stand point, not a "my son got screwed out of a refill". To me, it just doesn't make good business sense. Nothing more, nothing less.

Stuff like this is why I love to watch those secret diner shows, where they rig up cameras to see if the staff are good at customer service. I think it's more important than the bottom line.

WorkingClassDog
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Posted: 1/5/2013 9:58:14 AM
The only weirdo around here is you OP...



angievp
Ideay pues?

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Posted: 1/5/2013 10:01:21 AM

I'm looking at this from a good business stand point, not a "my son got screwed out of a refill". To me, it just doesn't make good business sense. Nothing more, nothing less.

Stuff like this is why I love to watch those secret diner shows, where they rig up cameras to see if the staff are good at customer service. I think it's more important than the bottom line.


I don't think you received bad customer service. I don't adhere to the belief that "the customer is always right." Sometimes shit happens. When I go out to eat, I don't notice things like this. I'm having too much fun hanging out with people I like to register stuff like the lack of free refills.

KittenOnTheKeys
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Posted: 1/5/2013 11:23:42 AM

I think it shows great customer service that they went out and bought soda to serve in the restaurant in the first place. They were probably trying to conserve supplies to get through that particular crisis.


^^ That ^^

They could have just offered water to begin with. One soda without a refill is plenty of customer service.



Blind Squirrel
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Posted: 1/5/2013 2:48:16 PM
With the amount of ice my CFA uses, they better give me a refill. Sometimes I can barely move my straw.

gmcwife1
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Posted: 1/5/2013 5:30:10 PM
Their fountain machine broke, if they would have only offered iced tea and water then they would have been wrong for not having soda. They tried to have some soda, but didn't have enough to accomodate their usual way of business.

From a customer stand point either way would be wrong.


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Posted: 1/5/2013 6:28:54 PM
obliolait....stfu. you are re*dick*ulous.

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Posted: 1/5/2013 6:32:59 PM
I don't even think it was bad business. I'm sure they would have given you lemonade, tea or water if your son really needed something more to drink.

But then, I probably would have forgotten I asked for a refill & didn't get one by the time I unlocked my car. It certainly wouldn't keep me from going back there in the future, assuming this isn't a recurring problem.


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writermom1
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Posted: 1/5/2013 6:34:48 PM

From a customer stand point either way would be wrong.


Unless they were out of paper, all pens were broken and they lacked the power of speech. Informing customers at time of order so they could decide for themselves whether canned soda sans refills were a deal breaker would have been the right thing to do.

I drink water so I would have realized it at point of sale. I think bottled water costs more than soda these days



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