This video is a presentation completed by a motivational speaker named Charles Marshall. What Charles Marshall specializes in is the art of lecturing about the importance of providing high quality customer service to each and every customer, (Marshall, C., 2016). In this particular video, Marshall is presenting regarding the fast food chain called Chick Fil A. Marshall presents his message through providing humor about a positive customer service story that transpired while he was visiting Chick Fil A with his son recently. Throughout his speech, Marshall uses witty humor to get the message across that customer service is one of the mots important elements of the food industry.
Overall, this video serves a motivational purpose that prospective companies can show their employees to demonstrate why providing exceptional customer service is important, (Marshall, C., 2016). In fact, many companies hire motivational speakers such as Charles Marshall in order to deliver corporate-wide messages to the members of their company that are in the service industry. By doing this, employees have a multi-dimensional way to get motivated with their team and to provide excellent customer service to each and every customer.
There are several target markets for this video. One target market is the individual employee that is hearing and internalizing the message. Additionally, the second target market is the prospective company that can use these strategies to bring back to their sales team for motivation. A third potential market for this video is related to the potential for a company to take the video and use it for broadcasting for internal staff training. All of these markets have a great deal of potential to be quite successful with Charles Marshall because his presentation is humor based in order to engage with his audience, (Marshall, C., 2016).
The primary message that is being conveyed in the video is the ideals behind sensational customer service, (Marshall, C., 2016). For example, Marshall is discussing the popular fast food restaurant called Chick Fil A. To start the motivational speech off with some humor, Marshall recounts a story of when he visited Chick Fil A with his son. Marshall recounts how milkshakes were spilled and it was all over the floor, (Marshall, C., 2016). What primarily impressed Marshall about Chick Fil A was how the employee greeted them with a smile and cleaned up the mess with ease, (Marshall, C., 2016). What made the employee’s customer service superb was that the employee even brought over two new shakes free of charge even though it was Marshall and his son’s error in spilling the shakes to begin with, (Marshall, C., 2016). Furthermore, the employee delivered both the shakes and customer service with a smile on their face, (Marshall, C., 2016).
Marshall recounts this story in his presentation that is laced with humorous rhetoric. Marshall uses Chick Fil A to demonstrate the importance of serving your customers rather than merely helping them to complete a transaction, (Marshall, C., 2016). The message that is being conveyed is that service is another standard that goes above and beyond a basic business transaction at the point of sale, (Marshall, C., 2016). Service has to be given punctually, politely, and happily Marshall mentions, which is why the Chick Fil A story is the perfect way to illustrate this very point.
In sum, Charles Marshall does an exceptional job utilizing a Chick Fil A story that he personally experienced with this son to motivate an entire crowd of sales associates in the retail and food industry. Marshall’s methods are very effective because they drive from the basic core of customer service, which is the word “serve, “(Marshall, C., 2016). Videos such as this one are an excellent investment for companies to utilize in order to motivate their staff to give sensational customer service that is absolutely exceptional. Through these efforts a company can increase their reputation and sales a great deal.
References
Marshall, C. (2016). Chick Fil A Story: You Tube Video. YouTube. Retrieved from: https://m.youtube.com/watch?v=6i7LcWmptk
