Mark G. Moraitakis and Delivering Customer Service that goes the Extra Mile

Mark G. Moraitakis

Mark is a family man. He and his wife, Dimitra, got married in December of 1999. He still claims he is on his honeymoon. They have two beautiful little girls – Elli is 4 and Renna is 18 months and they live in Atlanta, Georgia near Emory University. Both Mark and his wife are lifelong members of the Greek Orthodox Church. They worship at the Greek Orthodox Church in Decatur.

Mark graduated with an Undergraduate degree from Berry College in 1991. He earned a major in business and a minor in economics. While working, Mark went back to school to earn a Masters degree in Business Management. He graduated from Mercer University (in Atlanta) in 1997.

Mark works with Chick-fil-A, Inc. as the Senior Manager, Service Innovations. He has been an employee of Chick-fil-A’s since 1984 where he started out as a cashier at the Gwinnett Place Mall location. His current assignment with Chick-fil-A is to help make the customer experience something that our guests will rave about. He is doing this by partnering with internal corporate employees, outside hospitality guru’s and of course working closely with Operators and team members within the Chick-fil-A family.

Delivering Customer Service that goes the Extra Mile

2nd Mile Service is a customer service strategy that encourages team members to go above and beyond for others. Give more than what is expected – give a little extra. This service principle can be done at the front counter, in the dining room, or while in the drive-thru line – but it requires a great attitude and proper training.

The proper attitude of team members is essential for making this a natural practice in the restaurant. It must come from the heart. It must be genuine. If it doesn’t come from the heart and is not genuine, it will not be received by the customers as authentic.

Beyond a great attitude, team members need to work in an environment where they are supported and encouraged to offer this kind of service to customers. Proper training and ‘leading by example’ are necessary for this to occur. We encourage a 2nd Mile Work Experience for team members so that they will want to deliver this to the paying customers.

From the moment a customer enters a Chick-fil-A we should be thinking “how can we go above and beyond for them”. This requires reading every customer well and delivering on what they would want. This is really about building strong relationships with our customers – such that they will rave about their experience at Chick-fil-A.