This Case Study Solution is by David Lubarski. He has written a number of HBR Case Solutions that provide solutions to business problems.
This Case Study Solution begins with an example of a consumer who went to Chick-fil-A and said he was denied service because of his religious beliefs. The next steps involved the customer “retaliating” against the franchise.
The third step is to address the customer’s response and how this can be contained and then given an appropriate response. This leads to the solution; take a note of the customer’s response and then bring it back into the chain.
Retaliation is the next step. This “retaliate” can take any form, it can be “my husband works at Chick-fil-A and he did this,” or it can be something else.
The key here is to determine the source of the retaliation and then take the response down the chain of command. In this case, the source was Chick-fil-A.
In the following case study, the reader can see how HBR Case Solutions can be used to improve performance of a company. In this case, the author asks how he can get Chick-fil-A’s profit margins up.
In this Case Study Solution, the customer says, “I don’t eat beef anymore. I like to cook all my meals at home.”
Here is the answer to the third step in the HBR Case Solutions. The customer simply must remember to order the chicken when he goes to Chick-fil-A.
The fourth and final step in the HBR Case Solutions is to contact the consumer, and listen to his concerns. If there are problems, then the customer should be able to rectify them quickly.
Again, the answer is to take a note of the customer’s complaints, understand them, and then meet with him and resolve the issues. Sometimes these problems can be resolved with training, sometimes not.
The fifth and final step in the HBR Case Solutions is to be sure that these same customers don’t get in touch with the same company when they have grievances. These customers should be contacted in order to give them a different experience than others.