Wednesday, February 19, 2025

SECU Can't Be "Industry Standard" And Be The Best At The Same Time...!

 

https://cache.desktopnexus.com/thumbseg/2290/2290612-bigthumbnail.jpg ... still no hamburgers!

 Chick fil-A is b-a-a-a-ck ... in the news! [WSJ - 2/8/2025].

Chick-fil-A notched $21.6 billion in U.S. sales this year, the highest [not "industry standard"!] per-restaurant total in the American fast-food industry, even accounting for the chain’s longstanding practice of staying closed on Sundays [Sounds like a unicorn!] . Chick-fil-A is expanding at a time [even without hamburgers!] when the fast-food business is slowing. Industry-wide, restaurant traffic was 2.8% lower last year than in 2023. 

At Chick fil-A, sales have doubled from @ $10 billion over the last 5 years. Fast food chains are trying to lure customers back with discounted meals and rewards programs. Chick fil-A doesn't offer the discounts and rewards, it focuses on high quality food and service instead. [No "rewards card" needed!]

After the pandemic hit in 2020, 60% of sales were made through the drive-thru window. "It was insane, with lines of cars snaking out into nearby streets and backed up down a 4-lane highway." In response, Chick fil-A became the vanguard in drive-thru science, using teams equipped with drones to look for solutions. [Focus on better service, not hamburgers.]

The results have reshaped restaurant operations and service delivery, with a new Atlanta prototype capable of serving 700 customers an hour! The order to delivery time in the drive-thru has dropped to less than six minutes [think customers will like that?]

✅ Pretty clear what you see here is a business, rated as the best in its industry, trying to be better.  What do you think it takes to be "the best"? [Hint: it's not "industry standard"]

So, let's apply a "McK-type" [link] - (you've made partner!) - analysis to SECU. Member service through the SECU contact centers is, in many respects, much like delivering chicken sandwiches at a Chick fil-A drive thru. 

😎 What is the #1 thing that members don't like about this SECU service delivery channel? If you were a member of the SECU  Executive Leadership Team (the "ELT",  pronounced "elite" evidently), what would you do ?

[Hint: "Apologize" is not the correct answer.]


 

1 comment:

  1. First thing: Answer the phone!!! Have a real person answer the phone!

    ReplyDelete