Gloucester Chick-fil-A earns second Operational Excellence Award

Bill Nachman - Posted on Feb 05, 2014 - 12:37 PM
For the second straight year, the Gloucester Chick-fil-A has been named the top-ranked franchise in the country for what the company terms “Operational Excellence.”
John Gordon, owner/operator of the restaurant at Fox Mill Center, said he was notified of the award recently by Chick-fil-A officials and will be formally recognized at a corporate function later this month in Orlando, Fla.
Gordon said he was thrilled to receive the top honor, especially as the Gloucester restaurant has achieved that high mark during the first two years in which it was eligible. “It’s all about the community,” he said, noting that workers are from here as are most of the customers.
The Operational Excellence Award is determined by random surveys, Gordon said. His staff does not know when a survey might pop up on a receipt, he said. Customers are asked to rank the store on speed of service, cleanliness of the restaurant, hospitality (customer service), and taste of the food.
The award does not factor in sales volume, Gordon said. While the Gloucester restaurant does well in sales, it cannot compete in terms of revenue with franchises in more populated, urban areas, he said.
Gordon said that his 54-member team of full- and part-time workers strives to make each visit to the local Chick-fil-A a fun, family-oriented experience. Fundraising events are often held at the restaurant, which can  seat 144 inside and 24 on the patio, to benefit various school and nonprofit groups, he said, and Chick-fil-A even donates some prizes along with giving the night’s sponsoring organization a percentage of sales if customers specify the group while ordering.
“We want to thank the community and our guests for their patience, support and enthusiasm,” said Gordon, who opened the restaurant in January 2011.