Safe Service OUR COMMITMENT TO YOU - Chick-fil-A
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Safe Service
O U R C O M M I T M E N T TO YO U
®
Safe Service
March 2021
It’s our pleasure
As communities across our nation begin to reopen for business, we are carefully
preparing to expand the levels of service at Chick-fil-A restaurants. I want to
®
assure Guests that our company’s commitment to safety and the highest operating
standards is guiding us each step of the way — just like it has from the beginning.
When we first opened our doors in 1967, our founder S. Truett Cathy wanted
customers to know they would receive “Grade-A” top quality every time they
visited us. That’s why he capitalized the ‘A’ in Chick-fil-A. While some aspects of
our restaurants have changed over the years, that commitment has never wavered.
T I M TA S S O P O U L O S ( 2 0 1 5 ) From the big things, like rigorous safety standards, to the little things, like the “my
pleasures,” we want you to know — no matter which restaurant you visit — you will
receive the high-quality food, service and hospitality that you’ve come to expect
from Chick-fil-A.
As we plan for the future, we are being guided by principles that will allow us to
continue to deliver on these standards. On the following pages, we’ve outlined what
you can expect to see the next time you visit a Chick-fil-A. Though our services may
vary from restaurant to restaurant, our commitment to safety and quality won’t
change. That’s our promise to you.
Thank you for continuing to trust us and do business with us.
PRESIDENT & COO
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Safe Service
March 2021
Our guiding principles
We’ve established these four principles to guide our decisions for reopening.
S AF E S E RVI C E I S FOCUS ON SE RV E OUR ST RENGT H EN OUR
OUR F IR S T P R I O R I T Y COM P L IAN CE COM M UN ITIE S FUT URE TOGET H ER
We will assess and adapt We will evolve actions We will continue to find We will prepare
restaurant services to and processes to be in ways to support and restaurant teams and
protect the health and accordance with Centers uplift our neighbors with local communities to
safety of Guests, Team for Disease Control and the care they need most. withstand the crisis today
Members, Operators and Prevention (CDC), and become stronger
everyone who comes U.S. Food and Drug for tomorrow.
into contact with our Administration (FDA) and
restaurants. local guidelines.
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Safe Service
March 2021
What to expect when you visit
Things may look a little different the next time you visit Chick-fil-A.
Our Food Safety and Customer Experience teams are working with Operators towards safety
measures that not only protect Guests and restaurant teams as much as possible, but also uphold the
top-quality restaurant experience Guests have come to know and expect from Chick-fil-A.
Because our franchised restaurants are locally owned, Operators are adhering to state and local
guidelines, in addition to national guidelines, when it comes to the services they offer.
Operations may also differ based on the type of Chick-fil-A location, such as a restaurant in a
shopping mall versus a free-standing restaurant. No matter the location, restaurants will only
expand services as they meet the qualifications set by our national standards.
All of this adds up to a lot of little things that make a big difference.
These are the Safe Service practices you can expect to see:
Team Member care Social distancing Food safety Hand washing Contactless Frequent cleaning
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Updated Restaurant Experience
Our restaurants are locally owned and Operators are following the
guidelines of their communities.
So, while our locations will be opening for carry-out and dining on
different timelines, rest assured they will all have met the same set of
high standards before expanding service.
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Safe Service
March 2021
Team Member care
We are focused on the safety We also have issued new
and well-being of restaurant guidelines for the safe use of
Team Members — and Guests gloves, including requiring Team
— as we serve you in new ways. Members to wash their hands
after removing gloves and in
Team Members begin the between certain tasks, like
workday with a temperature handling cash.
check and health assessment.
Local restaurant Operators are To ensure adequate hand washing,
monitoring Team Members for we have placed outdoor hand
symptoms and are following CDC washing stations at restaurants
and local guidance on how and for Team Members to use, where
when to ask Team Members to possible.
stay home.
Team Members are required to
wear face protection and wash
uniforms and re-wearable masks
after shifts and prior to reuse.
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Safe Service
March 2021
Clean restaurants
Our restaurants are known for Team Members use these
cleanliness, but we are taking products to clean and disinfect
our procedures to a new level all high-touch equipment and
to help ensure the safety of surfaces every 60 minutes,
Team Members and Guests. including iPads, credit card
readers, and door handles. Tables
Chick-fil-A restaurants utilize and booths must be cleaned and
three different disinfectants sanitized (or disinfected based on
that are on the United States state or local requirements) after
Environmental Protection every use.
Agency’s (EPA) list of disinfectant
products effective for use against Table-cleaning stations may be
SARS-CoV-2, the virus that offered with wipes that guests
causes COVID-19. are welcome to use for added
peace of mind.
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Safe Service
March 2021
Placing your order
We’ve developed new ways to a credit card, you will be asked
welcome and serve you — starting to swipe your own card when
with a Team Member who may ordering.
be at the entrance to open the
restaurant door, manage queuing We will continue working to
spacing and answer any questions prioritize safe service through
you have about how to place and our drive-thru, curbside pick-
receive your order. up and delivery options as well,
where available. In the drive-thru,
Before entering the restaurant, Team Members are expected
you’ll see decals and signage to to maintain six-feet of distance
help you maintain six-feet of when taking orders and ask
social distance. Guests to swipe their own credit
cards. All meals, whether Guests
At the counter, plexiglass shields order through drive-thru, for
have been installed to help curbside pick-up or for delivery,
protect you and Team Members. will be delivered using contactless
We encourage you to take methods.
advantage of contactless ordering
and payment through the
Chick-fil-A App. If you’re using
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March 2021
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March 2021
Dining in
Safe Service is our first priority. to help ensure at least six feet of
Dining rooms will only open once the distance between tables. Some
individual Operator has determined locations will offer outdoor seating,
the time is right for his or her too. Operators may reserve some
restaurant team and community, has tables for Team Members to take a
met each qualification by our national break while distanced from Guests.
standards and is prepared to operate
in accordance with local guidelines. Team Members will clean and sanitize
(or disinfect based on state or local
For restaurants where dining rooms requirements) after each use, and
are open, you will notice a few table-cleaning stations may be
changes to reduce contact. Meals will offered with wipes that Guests are
be served in to-go bags with napkins, welcome to use for added peace
condiments and utensils included. of mind. Hospitality amenities, like
Self-service stations for condiments flower vases and napkin dispensers,
and beverages will not be open and will be cleaned following appropriate
Customers will be asked to remove cleaning procedures after each use
the lid and straw for Team Members or removed from each table.
to provide a beverage refresh. Trays
and table markers will not be used. At this time, playgrounds will
remain closed.
Additionally, to allow Guests to
maintain a social distance while
eating, many tables will be closed
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March 2021
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March 2021
Outside the dining room
Even though Team Members aren’t partners DoorDash, Uber Eats
able to serve you in all dining and Grubhub. To limit contact, we
rooms just yet, restaurants will offer “leave at the front door” as
continue to offer a number of an option.
new or expanded service options
for Guests — all with these Safe To provide more family-friendly
Service practices in mind. meal options, we’ve introduced
Family Meal bundles to serve
In addition to drive-thru, many multiples of four. Participating
restaurants offer a curbside pick- restaurants continue to offer
up option with designated parking catering and reheatable trays,
spaces. Once you park, click “I’m too.
Here” in the Chick-fil-A App and
a Team Member will deliver your As a unique way to serve Guests
order using our contactless meal near closed mall locations, we
delivery practices. deployed mobile kitchens and
food trucks and set up curbside
We’ve accelerated our delivery service in mall parking lots.
capability nationwide through
Chick-fil-A® Team Member
Delivery, and through our delivery
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March 2021
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March 2021
Events
There are few things we love creative ideas for family Together
more than hosting Guests at Time to launching the first-ever
restaurants for special events, Chick-fil-A virtual band, we know
like Family Nights or Story Time. — while we’re apart — it’s the
While we have put in-restaurant, little things we do that bring us
in-person events on pause for together.
now, we’ve had fun finding new
ways to engage virtually. Until we can all be together safely,
we’ll keep looking for ways to
From introducing a Nightly stay connected.
Nuggets cooking series to offering
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March 2021
In our communities
Striving to be a supportive, health care workers and others
caring and generous neighbor on the front lines, or individuals
is in our DNA — and this time or groups considered at risk since
is no exception. March 2020. And, for every new
restaurant opened, we continue to
In 2020, to support our Operators donate to a local food bank through
in their efforts to give back, we our partnership with Feeding
created a $10.8 million Community America.
Support Credit that allows each
Operator to care for their teams, Chick-fil-A also encouraged local
donate food to first responders, or restaurants, Guests and Team
provide assistance to those most Members to contribute to Feeding
needing care within their local America’s COVID-19 Response Fund.
community. Additionally, through More than 4,700 donations were
our existing Chick-fil-A Shared made through our Chick-fil-A App
Table program, more than 1,300 and on Feeding America’s dedicated
restaurants are donating surplus Chick-fil-A page, raising over
food to local food banks. $134,000 to fight hunger.
Chick-fil-A, Inc. has donated nearly
36,000 meals to school systems,
18Updated Restaurant Experience
Our restaurants are locally owned and Operators are following the
guidelines of their communities.
So, while our locations will be opening for carry-out and dining on
different timelines, rest assured they will all have met the same set of
high standards before expanding service.
19Safe Service
March 2021
Jenn
y
As we adapt restaurant practices and services to meet evolving guidance,
you can stay up-to-date by visiting our coronavirus updates page
on Chick-fil-A.com.
As always, your experience and well-being are important to us.
It’s our pleasure to serve you.
© 2021 CFA Properties, Inc. All trademarks shown are the property of their respective owners. 20You can also read
