Following up some of these thoughts with an observation tonight.
I stopped at Jimmy John's to get a sandwich. But it was 5 min before close. Nonetheless, I walked in, knowing the 2 people working there probably wouldn't be thrilled; I can see they working on their close clean-up tasks. The girl behind the register asks if I have a pick up/take out order. I said "no". She said, "ah, yeah, well we're closed". I checked my watch and walked back out. They were definitely shutting down early, but I get it and I certainly wasn't going to argue about it - besides, would you really want her making your sandwich if you did?
Anyway, I still need to grab something to eat, so I stop at a nearby Wendy's instead. As I pull up to the drive-thru, I can see there are only 2 guys working - dining room is closed. There is one car ahead of me.in the poorly lit drive-thru. After kind of a lengthy wait considering just one car ahead of me and a closed dining room, I pull forward to the mic. and a run down drive thru menu board with taped on paper signs stating they don't take Apple Pay. After waiting a couple more min, the guy comes on the mic and says, "I'll be with you in just a minute but just so you know my credit card reader isn't working, so we're cash only," I didn't have much cash on me, so I told him thanks and I was leaving.
Next stop, Chick-fil-A. First, observation, the place is neat/tidy and well lit. The dining room and drive-thru are open. Both drive-thru lanes are open and there's quite a line. The dining room is busy too. The line moves fairly quickly. The staff is friendly as always. When I get to the window to pay, I can see they're fully staffed...probably at least 10 employees. My food is ready, the transaction is prompt. It's as smooth an operation as you'd want.
The contrast between competitors is stark. So, what is Chick-fil-A doing differently than their competitors? How are they attracting, training, and retaining employees with an entirely different attitude and approach? Pay is not significantly different, if there is any difference. Apparently, it's just their training and operating model. I find it pretty interesting. It's the only retail/fast-food type service company where I've not noticed any decline in service the past couple years. No signs, no excuses.