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Grunig and Hunts Model of PR includes four models. (1) Press Agent/Publicity Model, (2) Public Information Model, (3) Two-Way Asymmetric Model, and (4) Two-Way Symmetric Model.

Chick-fil-A as a company does its best to incorporate the customer into their PR while at the same time standing firm in the traditions Truett Cathy instilled into his company.

The Two-Way Symmetric Model seems to fit the best with Chick-fil-A. This model is considered a win-win for the company and customer. Using this model, Public Relations Practitioner, in this case Chick-fil-A‘s PR and/or Marketing employee researches with both the consumer and company in mind.

Ever thought about the foam cups Chick-fil-A serves Coca-Cola products into? One would not think but the use of foam cups is an example of the Two-Way Symmetric Model.  Chick-fil-A refers their foam cups to the “two-fold method”, how much the company cares about serving their customers and protecting the environment. Chick-fil-A has taken this small idea and created an opportunity to help keep their beloved customers’ beverages at the desired temperature while recycling the foam cups in 100 of the Chick-fil-A locations. Chick-fil-A‘s short term goal is to expand the idea to the rest of Chick-fil-A restaurants by the end of 2014.

On the Chick-fil-A website Fact Sheets are available for the public to view and download. Under the subtitle Secrets to Success this is written:

  • Following the example set by founder S. Truett Cathy, Chick-fil-A has adhered to a few simple rules:
    • Listen to the customer
    • Focus on getting better before trying to get bigger
    • Put emphasis on quality
  • Customer Service:A quality that distinguishes Chick-fil-A from its fast-food competitors is its commitment to the customer. As a result, the chain has been honored with the following awards:
    • Sandelman & Associates Quick-Track “Award of Excellence” (2011)
    • QSR Magazine honors for “Best Drive-Thru in America” (2011)
    • Consumer Reports “Nation’s Top Chicken Chain” (2011)
    • Zagat’s Fast Food Survey’s “Top Large Chain” (2011)

    Chick-fil-A focuses on the customer instead of increasing the profit. What a great foundation to place the “Nations Top Chicken Chain” of 2011.

    While there is the Original Chick-fil-A Quick-Service Restaurant, Truett Cathy first began his journey with a restaurant called Dwarf Grill. The name later changed to Truett’s Grill which is still currently open and serving customers in Georgia.