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The Imperfect Organization: “Chick-fil-A” … Farewell to the Spicy Chicken biscuit sandwich
There are many reasons businesses lose customers besides bad service, especially for restaurants or restaurant chains, one such example is Chick-Fil-A. The most popular reason why Chick-Fil-A lost the majority of their customers is due to the chairman’s religious beliefs more specifically his anti-LGBT stance. A stance many organizational heads are afraid to make known as such a stigma nowadays is bad for business. Weathering protests and boycotts by many pro-LGBT and civil rights groups Chick-Fil-A have kept a loyal following due to its menu and its delicious offerings.
However just recently Chick-Fil-A has made changes to its menu, they have changed their classic BBQ sauce to a smokehouse bbq sauce, and added other sauces as well. But the biggest change was to their breakfast menu, where Chick-Fil-A has taken its Spicy Biscuit Chicken Sandwich off the menu and replaced it with an Egg White Sandwich. The Sandwich that is to those who have posted on the company’s Facebook, is similar to McDonald’s Breakfast sandwich, Egg McMuffin.
Many customers have voiced their opinion on the company’s Facebook page to no avail, many are very upset and have decided this is the last straw when it comes to patronizing the company. The company has stated these changes were to provide a healthier menu to its customers and referred any customers asking about the spicy biscuit sandwich to try the new Egg Sandwich. The company states its Spicy Biscuit Chicken Sandwich only makes up .5% of its breakfast business.
This belief that replacing the Spicy Biscuit Sandwich will only have a .5% downturn is ridiculous. Chick-Fil-A is a family restaurant meaning that if one person in that family goes only to Chick Fil-A for the Spicy sandwich but no longer has that option there is a high possibility they will not order anything from Chick-Fil-A. Plus this also means there is a high possibility that the rest of the family will follow, and Chick-Fil-A could lose the business of the entire family.
It seems that Chick-Fil-A is standing behind this decision with their menu as it did with LGBT stance and refuses to change. Will this be the one stance that hurts Chick-Fil-A? Are you a faithful Chick-Fil-A customer besides their LGBT stance? Will this menu change deter you from going back to Chick-Fil-A? From an Organization Development standpoint, how do they get their customers back, besides the obvious of changing back their menu?
The Imperfect Org 