What does the new Chick-fil-A hospitality model emphasize in the first mile?

The new Chick-fil-A hospitality model emphasizes core service elements in the first mile, which is foundational for setting the tone of the guest experience. By focusing on these essential service elements—such as greeting guests warmly, ensuring that orders are accurate, and maintaining a clean and inviting environment—the model ensures that each customer's initial interaction is positive and memorable. This focus on core service elements helps to create a seamless experience along the customer journey, reinforcing the brand's commitment to quality service.

Other aspects, while important, such as creating memorable moments, facilitating guest recovery, and fostering community engagement, typically build upon the solid foundation established by the core service elements. By prioritizing what's essential in the first mile, Chick-fil-A can ensure that every customer receives a consistent and high-quality experience right from the start.