What does it mean to 'Delight' in the HEARD process?

In the HEARD process, 'Delight' refers to the act of going above and beyond in providing exceptional guest service. This concept emphasizes not just meeting the basic needs of guests but enhancing their experience in unexpected ways. By deliberately taking extra steps to make guests feel valued and special, team members create memorable moments that can lead to customer loyalty and positive word-of-mouth.

This commitment to exceeding expectations signifies a deep understanding of the importance of guest experiences in the hospitality industry. It fosters an environment where guests feel appreciated and encourages them to return. Emphasizing this level of service aligns with Chick-fil-A's mission of consistently providing high-quality customer experiences and reinforces the brand’s values.