When it comes to business success, many entrepreneurs focus on their product or service as the ultimate key to growth. But is that really enough? At the Ms Biz, we’ve studied some of the biggest names in the industry, including Chick-fil-A and McDonald’s, to uncover the true driver of customer loyalty and long-term success: how you serve, not just what you serve.
The Power of Service: Chick-fil-A vs. McDonald’s
McDonald’s is a global powerhouse with over 38,000 locations across more than 100 countries. Chick-fil-A, on the other hand, operates just 3,000 restaurants in 48 states and is closed every Sunday. Despite having just a fraction of McDonald’s footprint, Chick-fil-A consistently outperforms in revenue per location; averaging over $9 million per store versus McDonald’s $3.7 million.
How is this possible? The answer lies in customer experience and intentional hospitality. While McDonald’s focuses on speed and efficiency, Chick-fil-A goes above and beyond in every interaction. From greeting customers with “my pleasure” to refilling drinks and carrying trays, Chick-fil-A employees are trained to serve people, not just food.
Why Experience Builds Loyalty
A great product is important, but it doesn’t create lasting customer loyalty on its own. People remember how you make them feel. Whether it’s a smile, a personal interaction, or going the extra mile to meet their needs, these human touches drive retention and repeat business.
Even small businesses can implement this principle. Hair salons, real estate agents, bakeries, and local service providers who prioritize connection over mere transactions consistently outperform competitors who don’t.
Research from Bain & Company shows that increasing customer retention by just 5% can boost profits by 25% to 95%. That’s a huge return for focusing on relationships over one-time sales.
Lessons for Your Business
Here’s what you can learn from Chick-fil-A and other customer-service leaders like Ritz-Carlton and Toyota:
- Hire for culture and character: Choose team members who are conscientious, helpful, and genuinely care about serving others.
- Prioritize hospitality: Empower employees to go above and beyond to delight customers—even when it costs a little extra.
- Build relationships, not transactions: Personal touches, thoughtful follow-ups, and small surprises create lifelong loyalty.
- Measure retention, not just sales: Track repeat customers and engagement, because customer retention drives long-term growth.
Even technology, like AI in Wendy’s drive-thru or Tesla’s app-based support, cannot replace the human touch. Efficiency is valuable, but personal connection builds trust, loyalty, and resilience.
A Biblical Perspective on Service
Philippians 2:3 reminds us: “Do nothing out of selfish ambition or vain conceit; rather, in humility value others above yourselves.” Business isn’t just about numbers—it’s a people game. When you serve with humility, love, and grace, you reflect the heart of Christ and build a brand people can trust.
Take Action Today
Ask yourself: How are you showing up for your customers? Where can you add more intentionality to your service? Small actions, like a handwritten thank-you note or a surprise follow-up, can make a huge difference.
At Ms Biz, we help entrepreneurs build businesses rooted in relationships, excellence, and impact. Whether you’re looking for one-on-one coaching or a budget-friendly group program, our team is here to help you grow personally, professionally, and spiritually.
Start your journey to success today at msbiz.com.