As I walk from the dining room to the drink station behind the front counter to refill beverages for guests, I pass through the pickup area at Chick-fil-A Monterey Park. On my way there, I need to repeat to myself what type of beverage it is so I don’t forget. It can be tricky if I have one cup in each hand! After refilling the beverage(s) and heading back to the dining room, I need to concentrate on not spilling the full cups. I also need to remember what table the beverages came from. I have been known to wander the dining room with full cups!
Paying Attention to Those Who Wait
Despite my need to concentrate, I also try to notice men and women waiting to pick up orders. In addition to Uber Eats or DoorDash pickups, some guests are waiting for mobile orders. I know from experience that waiting for a long time (especially when hungry!) can result in anger building up. I have learned that noticing and acknowledging someone who has been waiting a long time makes a huge difference in their experience. I try to see everyone waiting in the pickup area each time I pass through. If they are still waiting when I pass through again, I will usually ask them for their name and check the order screen to see if it is almost ready. I have learned that this small gesture shows that they are valued, their time is valuable, and that I am concerned about them.
A University Jacket and a Conversation Begins
Recently, I noticed someone standing alone in the pickup area waiting patiently for a while. I approached her and smiled, and asked if she was being helped. She replied that she was waiting for a mobile order she had placed. I noticed that she was wearing a light jacket with the name of a nearby university that has thousands of Chinese students. I thanked her for her patience and told her I would check to make sure her order had been received. To check, I needed to know her name. She told me, so I went and checked the monitor that lists orders that are being prepared. I saw her name and came back and told her that it would take a few more minutes. I thanked her again for her patience and returned to the dining room.
A Return Visit and an Unexpected Connection
About 20 minutes later, I noticed that she was standing in the pick-up area again! I walked over to her and greeted her by name. She smiled and said she was hungry for more chicken strips. I checked on her order. We talked while she was waiting. She told me she was born and raised in Qingdao. When she said Qingdao, my face lit up because I know it to be one of China’s most beautiful cities. We also talked a bit about family. When her order was ready, I handed it to her and thanked her for coming again.
An Online Review That Spoke Volumes
A day later, she wrote this review:
I have loved Chick-fil-A since I was in school, but I have always gone through rather than actually go into the store for the past seven years. Today’s the first time I walked into a Chick-fil-A store, and there was a tall Caucasian guy who was very nice and polite and offering very good service to customers. I went twice today and had some random talks with him. He wouldn’t know what he said meant to me, because I have been going through a lot of things recently, and the random story he shared with me really encouraged me at this point in my life, even though he doesn’t know me, and I didn’t share anything at all. I want to say thank you, you are a kind and warm person, and also thank you for making me, as a customer who stepped into the store, feel really happy and welcomed.
A Simple Story, Spirit-Led
I remember exactly that the “random story” was mostly some words of encouragement and an expression of care. But I know that God guided the conversation and helped me to listen to her and demonstrate that she was valued.
Ministry through the Eyes of Christ
Valuing others as God does means that if someone waiting patiently has a problem, they become the top priority—the only focus. It models the way God values us and cares for us. Jesus saw people and valued people and gave them a gift: being seen and valued by God!
Even a Pickup Order Can Be Sacred
When we see and value others—even in something as ordinary as noticing someone patiently waiting for an order—God can use it for ministry.
