What does HEARD stand for in the Chick-fil-A hospitality model?

The correct answer, which outlines the HEARD acronym as Hear, Engage, Address, Resolve, Deliver, is crucial to the Chick-fil-A hospitality model, emphasizing a structured approach to customer engagement and service excellence.

This framework reflects a commitment to actively listening to customers (Hear), which sets the stage for meaningful interaction. Engaging (Engage) with customers establishes a connection, making them feel valued and understood. Addressing (Address) their needs ensures that concerns or queries are taken seriously, demonstrating a dedication to problem-solving. The act of resolving (Resolve) issues promptly and effectively showcases a commitment to customer satisfaction. Finally, delivering (Deliver) on these promises reinforces the overall experience, ensuring that customers leave with a positive impression of the service.

This model not only helps team members remember the key components of effective customer service but also aids in creating a consistent and high-quality experience that aligns with Chick-fil-A's brand values. It sets a standard that empowers team members to take ownership of customer interactions, fostering loyalty and positive word-of-mouth.