18/12/2015
Last night I caught part of a segment on Fox about the staff philosophy within Chick-fil-A. Being an Australian, I had never heard of the franchise and I do not wish to comment on any controversies surrounding it. One thing the spokeswoman for the company said is worth repeating. She drew a distinction in customer service between being nice and being kind. Being nice is so other people like you. Being kind is about liking other people. I think her point was that staff are expected to be kind and not just nice. It was matched with an expectation of telling the truth. So I guess staff are also kindly told the truth. This is a neat way of expressing the idea of negative feedback balanced with encouragement - see the Society articles. http://www.spiritedorg.org/publications/society-articles/