Ritz-Carlton Hotels' COO told Chick-fil-A that it was the 'best of a bad lot' in fast food, inspiring the chain to imitate more upscale restaurants.
and fine-dining icon Danny Meyer as it worked to make its hospitality and service more consistent in the early 2000s.
Founder Truett Cathy began the push with a small request. In 2001, at the company's annual operator seminar, Cathy told a story about visiting a Ritz-Carlton Hotel in New York City. Whenever he thanked an employee, he said, the worker would smile and respond,"My pleasure." "Dan's the one that came up with the idea to build on the principle going the second mile from Matthew 5:41," Robinson recently told Business Insider, citing the Bible verse that instructs:"If anyone forces you to go one mile, go with them two miles."
Chick-fil-A also consulted with Union Square Hospitality Group's Danny Meyer. Meyer, who would later found Shake Shack, worked with Chick-fil-A to develop a better understanding of hospitality — going the extra mile in a way that is uncommon in fast-food restaurants.
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