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Culver's employee's customer service efforts go viral

February 25, 2013

On Feb. 21, a Facebook user named Dan Foecking posted a photo of a Culver's employee in Mundelein, Ill., helping a special needs customer order food. Within 12 hours, the post received about 40,000 "likes" from Culver's fans, and about 6,000 shares.

Today, that post is up to 10,000-plus comments, nearly 300,000 likes and more than 50,000 shares. The post's popularity stems from the employee's customer service efforts. It reads:

"I took this picture at Culver's in Mundelein today and I hope this employee doesn't mind that I post this, but I wanted to share an awesome story. The customer he is speaking with is a special needs man, and I watched and listened from my booth as he patiently and politely spent about 15 minutes answering all of his questions. He asked about the menu, prices, and even this employee even went as far as to retrieve a detailed menu so that he could explain some of the nutritional facts. This employee could not have been more polite and at no time appeared rushed, even though other customers were waiting in line. I wish I could have gotten his name, but he was not wearing a name tag. I did go on to the Culver's website and left my comments, so I hope he gets the recognition he definitely deserves. Sir, I tip my hat to you and pray more people follow your lead in life. Thank you. Feel free to share this, maybe it will make its way back to this employee!"

The post did, indeed, make its way back to the employee, Chris Searles, who co-owns the Libertyville, Ill., Culver's and runs the Mundelein and Grayslake, Ill., locations, according to the Mundelein Sun Times.

"I grew up doing this and, to me, I wasn't doing anything special," Searles told the publication. "It's nice to know doing what we normally do can make a big impact to some people."

Searles has worked for Culver's for 14 years.

Read more about customer experience/service.