Many lawyers would not think to look to a fast-food restaurant for inspiration. Yet, Chick-fil-A’s drive-thru, a marvel of hospitality and operational flow, offers a surprisingly instructive lesson for law firms seeking to deliver better client service without sacrificing quality or professionalism. At peak hours, cars wind around Chick-fil-A buildings like a ribbon, yet customers wait calmly. Why? Because the line moves. A 2020 QSR Magazine drive-thru study found Chick-fil-A had the longest average line (4.74 cars) but still ranked among the top in customer satisfaction, thanks to its high throughput and consistent communication. While competitors rely on speed alone, Chick-fil-A builds trust by maintaining momentum and a calm, competent presence.

Law firms sometimes fail to understand what Chick-fil-A has figured out. These firms have clients who perhaps feel stuck in limbo. The main culprits creating this experience are unreturned calls, vague timelines, and reactive updates. The legal process is often slow by nature, but the perception of stagnation, like a stalled car in a drive-thru, erodes client confidence. In contrast, a steady flow of updates, even small ones, creates the same psychological effect as a moving line: people trust the process is working.

Chick-fil-A’s secret isn’t just logistics. It is emotional intelligence embedded into operations. Employees say “my pleasure” with eye contact and clarity. They use tablets to take orders face-to-face before a customer even reaches the speaker box. These small acts send a big message: We see you. We’re working on it. This echoes what legal clients want: presence, clarity, and reassurance.

Research reinforces this principle. Operational excellence stems from employee investment, not corner-cutting. Chick-fil-A trains its team in both technical roles and interpersonal skills, creating a culture where efficiency and empathy coexist. Law firms that do the same, teaching associates and staff how to update clients with kindness and clarity, not just legalese, will stand apart.

But hospitality principles are not the single benchmark of perception. Order accuracy remained a critical factor in customer satisfaction. Just as order accuracy defines the integrity of a fast-food transaction, precision and clarity in legal communication shape client trust. Mistakes, whether in a food order or a legal matter, carry consequences beyond the immediate fix. The QSR study revealed that even small errors can accumulate into major financial losses, a truth that echoes in law practice. But this isn’t a call for perfection. It’s a call for accountability. Clients don’t expect lawyers to be flawless, but they do expect them to be clear, responsive, and willing to acknowledge and correct missteps. Accuracy, like empathy, is not a luxury in client service; it is a baseline expectation. When firms deliver both, they transform routine interactions into lasting relationships.

In a legal landscape where clients often feel powerless and anxious, being a non-anxious, proactive presence builds loyalty. In the end, the lesson from the drive-thru is about trust built through rhythm, communication, and presence. Chick-fil-A’s model reminds us that even in high-stakes, high-volume environments, calm leadership and intentional service create loyalty that lasts. Law firms have a different product, but the same human need at their core. Clients want to feel seen, informed, and cared for. When lawyers focus not just on outcomes but on experience, on how the client feels along the way, they elevate their practice from transactional to transformational. The line doesn’t have to be short. It just has to keep moving.