Approach high-needs guests with urgency and care to elevate the Chick-fil-A guest experience.

When a guest needs a little extra help, speed and kindness aren’t just nice extras—they’re the core of great service. At Chick-fil-A, the expectation isn’t just to get orders right; it’s to make every guest feel seen, respected, and cared for, especially when they’re navigating a challenge. The right approach is simple: meet high-needs guests with a sense of urgency and care. It sounds straightforward, but it’s a nuanced dance that shows up in real-life moments on the floor, in the dining room, and at the pickup window.

Here’s the thing about high-needs guests

Think of a high-needs guest as someone who might be dealing with an obstacle—physical difficulty, emotional stress, a language barrier, or a moment where everything feels a little overwhelming. The goal isn’t to rush them out the door; it’s to reduce friction so they can enjoy a warm, seamless Chick-fil-A experience. When we move with urgency, we signal that their needs matter now, not later. When we add care, we show that someone genuinely sees them and wants to help.

Urgency isn’t fear-based speed. It’s calm, purposeful action

Urgency is about prioritizing task and attention in the moment, without making the guest feel rushed or anxious. It’s the difference between glancing toward a guest and pivoting toward them with something actionable in mind. You don’t have to sprint or shout; you just need to respond quickly, with a plan. Imagine a guest who’s balancing a stroller, a child’s birthday snack, and a heavy order. The moment you step in—introducing yourself, asking what would help most, and then executing with clarity—you transform potential stress into a moment of relief.

Care is the human glue

Care isn’t soft fluff; it’s the moral engine behind every action. It’s the reason you pause to confirm what the guest needs, to offer a seat or a moment of patience, to follow up after you’ve offered assistance. Care shows up as eye contact, a steady voice, and a steady presence. It might mean adjusting your pace so the guest doesn’t feel rushed, or staying nearby to ensure their questions are answered. It’s about making them feel like they have an ally on the team, not a problem to solve.

What high-needs guests might look like in the wild

• A guest with mobility challenges needing a clear path to a table or counter.

• Someone who seems overwhelmed—perhaps a family juggling multiple kids and a busy schedule.

• A non-native speaker who needs extra patience and simple, clear directions.

• A guest with a sensory sensitivity who could benefit from quieter seating or a calmer approach.

• A guest who is experiencing a time crunch, maybe for a quick service pickup or a rushed lunch break.

In each case, your first instinct should be to help in a way that’s efficient and kind. The goal isn’t to be the fastest but to be the most reliable, to make the guest feel confident that their needs are understood and being met.

What to do in the moment: a simple, effective approach

• Acknowledge within seconds. A warm greeting helps: “Hi there, I’m [Name]. How can I help make your experience easier today?” Quick introductions set a respectful tone.

• Read the situation before you react. If the guest is moving slowly or seems overwhelmed, offer assistance first rather than waiting to be asked.

• Ask clarifying questions, then act. “Would you like me to carry this to your table or assist at the counter?” Then take action right away.

• Keep your body language open. Face the guest, stand at a comfortable distance, and speak in a calm, confident voice.

• Check in, then follow through. A quick “Are we on the right track?” plus a short wait-time check-in shows you’re staying attentive.

• Offer options, not obstacles. If there are multiple ways to help, explain the simplest path first. You’re giving them control and easing the burden.

Do’s and don’ts worth tucking into your pocket

Do:

• Move with intention. You’re guiding the moment, not just reacting to it.

• Use clear language. Short sentences, simple phrases, and plain directions reduce confusion.

• Keep the guest in the loop. Let them know what you’re doing as you do it.

• Respect privacy and space. If someone seems sensitive to noise or crowds, adjust the environment when possible.

• Follow up. After you’ve helped, a quick check-in goes a long way.

Don’t:

• Don’t assume you know what the guest needs. Ask first, listen, then act.

• Don’t rush the guest during the response. Patience helps them feel secure.

• Don’t disappear mid-interaction. Stand by until the task is complete or a clear substitute plan is in place.

• Don’t talk down to the guest or appear dismissive. Equal dignity, always.

Turn these moments into trust-building wins

When you consistently approach high-needs guests with urgency and care, you’re not just solving a single problem—you’re building trust. Guests notice when a team member treats their needs as important and visible. That trust translates to a positive impression of the brand, a sense of safety, and a willingness to return. It’s not just about one great interaction; it’s about the cumulative experience across the visit. Even on a hectic shift, these small, thoughtful actions can become the defining memory of a guest’s meal.

Practical tips for teams on busy days

• Pre-empt with a simple plan. If you know the dining room is crowded or a rush is coming, have a small script ready for quick checks with guests who look like they could use help.

• Train the “first contact” moment. The moment you greet a guest sets the tone. A little script about offering assistance can go a long way, especially for those who may not speak the language fluently.

• Equip your team with quick tools. A lightweight map of accessible routes, nearby seating options, and a visible “I can help” sign can cut down the time it takes to respond.

• Create quiet zones when possible. If the dining area gets loud, designate a calmer corner for guests who need a respite without feeling singled out.

• Debrief after busy periods. A quick huddle to reflect on what went well and what could be smoother helps the whole team tighten the service net.

A few real-world moments to connect with

Picture a guest who has a stroller, two kids, and a long line behind them. A quick approach—“Hey there, I can grab a table for you and bring the menu—would you like me to help with the stroller too?”—changes the entire tempo. Or imagine a guest who’s trying to rest after a long day. A soft voice, a clear offer of a quieter seating area, and a personal check-in can transform their meal into a small, welcome pause in a busy day.

Why urgency paired with care matters to outcomes

When teams align around this twin focus, you see fewer complaints and more smiling guests. You’ll also notice your team’s confidence rising. Handling high-needs guests well reduces stress for everyone and keeps lines flowing smoothly. It’s a practical, repeatable approach that fits into any shift—whether you’re in a bustling city location or a quieter neighborhood store.

A quick recap you can take to the floor

• Treat high-needs guests with both urgency and care.

• Acknowledge quickly, assess needs, then act with a clear plan.

• Keep communication warm, simple, and respectful.

• Check in after you respond to ensure the guest is satisfied.

• Learn from each moment to improve future interactions.

A final thought—how would you want to be treated in that moment?

If you’ve ever found yourself juggling a busy day and a moment of need, think back to how you hoped others would respond. The answer is a universal preference: be seen, be heard, and be helped without delays. That’s the standard Chick-fil-A aims for every guest, every time. When the team consistently operates with urgency and care, you don’t just meet expectations—you elevate the everyday dining experience into something memorable.

If you’re on a leadership track or simply wanting to be a better teammate, this approach is a reliable compass. It doesn’t require heroic feats, just steady, compassionate action that respects the guest’s time and dignity. In the end, small acts of thoughtful service compound into a culture where guests feel welcome, valued, and confident to return.

Want to put this into practice on the floor? Start by noticing the guests who seem to need a little extra help today. The moment you respond with clarity and warmth, you’ll see a ripple effect: calmer guests, smoother service, and a team that’s ready to lift each other up when the shift gets busy. That’s the Chick-fil-A difference in action—a blend of urgency, care, and everyday leadership that makes a real impact.