Chick-fil-A’s LaBerto: Shifting Operations, Reflecting Often

Shelly LaBerto, general manager and marketing director for Chick-fil-A in the Tiffany Square Plaza in Boardman, is coming back strong. You can read more about the restaurant at its Facebook page.

What are some ways your business is rebounding from the effects of COVID-19?

We had quite a few operational changes that had to be instituted right away. Now, we have fallen into a new, daily normal, where the safety of our guests and team is always top-of-mind and our first priority. The team is all onboard and doing great!

What’s been the reaction from customers so far?

Overall, our guests have been so happy that we have been able to remain open! They miss sitting in the dining room, and we miss seeing them in the dining room, but they have been supportive of the changes that we had to make to keep the business open. During this time, we have been promoting our Chick-fil-A mobile app and third-party delivery partners.

Drive-thru has always been popular, but to accommodate more guests face-to-face, we have also added 20 mobile curbside spaces, which most guests really enjoy using. Some have their favorite spots. One gentleman sent me a note saying that he would see me the next day in space number 4…”his spot.” We are grateful that guests are embracing our “new normal” and visiting often.

What impact has the outbreak had on you personally?

With a wide-open calendar (LOL!), I’ve truly appreciated the quality time that I’ve been able to spend with my family and a very small circle of friends. I miss traveling, and meetings with my volunteer groups, but my home has never been more organized! Like most others, I appreciate essential workers more and have learned to put more thought into executing day-to-day activities. The notion that life is precious is more real than it ever has been for me.

What advice are you sharing with the people you love?

I’m sharing that dealing with this virus is going to be more of a marathon than a sprint. As long as we can all respect each other and our individual comfort levels, we hopefully will come through this with a new appreciation for the needs of others. I believe we will also gain a greater appreciation for those with whom we have been able to spend extra time with these past several months.