Little things truly make a big difference! Chick-Fil-A (CFA) team members embody this corporate value, for they are in the people business. Yes, they sell chicken sandwiches, but at the end of the day, it’s relationships that truly matter. CFA has a series of television and social media advertisements called “Red Couch” commercials. These spots tell stories about customer experiences and highlight how CFA team members make a difference by going above and beyond expectations. 

In August 2022, I had an amazing customer service experience at the Westchester Commons CFA. It was the day that we were to drive Isabella to college at James Madison University (JMU). I shared my experience with CFA and to my amazement, they selected our story to become one of their Red Couch commercials.  

They flew me to Atlanta in April and filmed the commercial. The director worked with Melanie to set up a FaceTime call with Isabella while at college and incorporated her into the commercial! (See photo below.) 

This has been a once-in-a-lifetime experience! We are so honored to have been involved in this process. We hope that it gives credit to Tori, the CFA team member who helped me that morning, and the owner/operator of the Westchester Commons CFA. We also hope that it gives glory to God and will make a difference in the lives of many people.  

The following is the story that I submitted to CFA (edited for this context): 

My wife, Melanie, and I have an 18-year-old daughter named Isabella, who graduated from Midlothian High School in May of this year. She was accepted at James Madison University and her move-in day was set for Friday, August 19, 2022. The night before, we were getting her things packed for the big day. I asked her if she would like me to get some breakfast from CFA the next morning. She said “Yes!” and texted me what she wanted me to get (so I would remember). 

The next morning, I got up early and drove to the CFA in Isabella’s car. (Often, she and I went to CFA for dad/daughter dates or just to get dinner to eat at home. Most of the time, she drove, and I was along for the ride.) 

When I arrived at the drive-through that morning, I was the only car in line. It was early. Well, I pulled up to the loudspeaker to place my order. The staff member greeted me and then asked my name for the order. ”Bob,” I replied.

Then, without any warning at all, I just started to sob. I was weeping uncontrollably — I was a mess! I tried to hold it together, but I couldn’t stop crying. Between the tears, I tried to tell the employee behind the speaker that I needed a few moments. Then I said, “I am taking my daughter to college this morning and I am having a real hard time.” 

By this time, a few vehicles pulled up behind me. But the employee (her name was Tori) said, “Take your time, it’s no hurry.” The next thing I knew, she was right there at my car window. She leaned down on my door with her elbows and said, “It’s going to be okay.” Tori asked, “What’s your daughter’s name and where is she going to college?” I managed to say a few words and then the tears kept coming. Tori said, “She sounds like a really smart person.” Then she said, “I remember when I first went to college. It was an emotional time.” ”I have a two-year-old and I will be doing the same thing someday.” 

Tori was so helpful in that moment. I managed to get my phone out and showed her what my daughter wanted for breakfast and ordered something for my wife and me, too. She said, “I’ve got it. Just pull around to the other side and we will see you there.” “It’s going to be okay.” 

When I got to the window, there was a young man there. He was also very caring and said, “I’m sorry you are having a tough morning. In just a few moments we will have your order out for you.” Then Tori came to the window and gave me the breakfast order. I went to pay with my debit card and the cashier said, “We have you covered today.  It’s the least we can do.” I couldn’t believe that they did not charge me! I was so thankful and expressed my appreciation to Tori and the other employee in the drive-through window.   

As I was getting ready to pull off, the young man said, “Everything gets better, sir.” And I drove on my way . . . 

We didn’t know exactly when the commercial would air! But we started to hear from friends and family that they had seen it! We have heard from friends from high school, college, seminary, church and more! It’s been a great way to reconnect with folks we haven’t seen in years. What an incredible opportunity!  

Here’s the link to the commercial on the CFA YouTube channel:  

I am so grateful for that experience and for the care that the CFA staff showed me on such a tough morning. It’s the little things that make a big difference! #the little things  

Recently, I preached a message entitled “Tools in the Hand of God” where the focus was that each of us has a unique purpose. We are tools in God’s hands who are called to make a big difference.  May we continue to be God’s tools through whom the world is made a better place. 

In Christ’s service,