Jake Harper
Chick-fil-A employees are known for responding to customers' thank you with my pleasure instead of the standard you're welcome. While there is no official company policy requiring employees to use this phrase, it is encouraged as part of the company's culture and values, which emphasize putting people first and developing relationships with customers. The unique response adds an element of extra care to the customer experience, fostering a sense of genuine hospitality. The tradition is said to have originated with the chain's founder, Truett Cathy, who was inspired by a hotel employee's use of the phrase and wanted to bring that level of service to his restaurants.
| Characteristics | Values |
|---|---|
| Reason for saying "my pleasure" | To foster a sense of genuine hospitality |
| Who came up with the idea | Truett Cathy, the founder of the fast-food chain |
| Where did the idea come from | Truett Cathy borrowed the phrase from The Ritz-Carlton |
| Is it a rule | No, but it is heavily encouraged |
| What do employees say if they don't want to say "my pleasure" | "You're welcome" or "no problem" |
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What You'll Learn
- Chick-fil-A employees are trained to say my pleasure instead of you're welcome or no problem
- The company's founder, Truett Cathy, borrowed the phrase from a hotel to show great customer service
- There is no official policy to use the phrase, but it is encouraged and is part of the company culture
- The phrase adds an element of extra care and fosters a sense of genuine hospitality
- Some customers expect to hear my pleasure and are surprised when they don't
Chick-fil-A employees are trained to say my pleasure instead of you're welcome or no problem
Chick-fil-A is known for its exceptional customer service, which includes responding to "thank you" with "my pleasure" instead of the more common "you're welcome" or no problem. This practice is not an official company policy, but it is encouraged as part of the company's culture and values.
The tradition of saying "my pleasure" at Chick-fil-A dates back to its founder, Truett Cathy, who was inspired by a hotel employee's use of the phrase. Cathy believed that hearing "my pleasure" from a fast-food worker would be a "real head-turner" and help foster a sense of genuine hospitality. This simple swap of phrases adds an element of extra care to the customer experience.
While it is not a mandatory rule, new employees often pick up the habit from their colleagues. Customers have come to expect this unique response from Chick-fil-A workers, and some even express disappointment or surprise when they hear the more standard "you're welcome."
The use of "my pleasure" is a subtle yet powerful way for Chick-fil-A to differentiate itself from other fast-food restaurants and create a memorable experience for its customers, demonstrating its commitment to going the extra mile.
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The company's founder, Truett Cathy, borrowed the phrase from a hotel to show great customer service
The founder of Chick-fil-A, Truett Cathy, first encountered the phrase "my pleasure" while visiting a high-end hotel. When he thanked a hotel employee, the employee replied with a sincere "my pleasure." Cathy believed that these two words made the hotel stand out as a luxury establishment and wanted to bring that same feeling to his restaurants. This encounter occurred years after Cathy and his brother, Ben, opened a 24-hour diner called the Dwarf Grill (now The Dwarf House® restaurant), where they aimed to put people first and develop relationships with customers.
Cathy wanted his guests to feel the same way he felt when he heard "my pleasure" at the hotel. He instructed Chick-fil-A's local owner-operators, team members, and corporate staff to implement this phrase whenever someone thanked them. While it's not officially taught or enforced, it has become an important part of the company's culture, with some employees even being reminded to use it. This subtle change in language adds an element of extra care to the customer experience.
Chick-fil-A is known for its exceptional customer service, and the use of "my pleasure" is a tactic borrowed from The Ritz-Carlton hotel. By replying with "my pleasure" instead of "you're welcome" or "no problem," the company positions itself as a family-run, fast-food place with better-quality service. This small gesture fits into Chick-fil-A's brand image of providing hospitable service, along with other unique touches like putting flowers on tables and taking drive-thru orders outside while customers wait in their cars.
The phrase "my pleasure" became an unwritten rule for Chick-fil-A employees around 2003 when Cathy's son, Dan, who later became CEO, started using it himself and encouraged others to do the same. It took some time for new employees to get used to the phrase, but it eventually became second nature, even outside of work. This simple phrase has become synonymous with Chick-fil-A, and it is a key element of the brand's culture and customer experience.
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There is no official policy to use the phrase, but it is encouraged and is part of the company culture
Chick-fil-A employees are known for responding to customers' "thank you" with "my pleasure" instead of the standard "you're welcome." This practice has sparked rumors, with many claiming that saying "my pleasure" before the employee does could get you a free chicken sandwich. However, while it is not an official policy, it is encouraged and is a part of the company's culture.
The tradition of using "my pleasure" instead of "you're welcome" is said to have originated from the company's founder, Truett Cathy, who, along with his brother Ben, wanted to put people first and develop relationships with customers. During a visit to a high-end hotel, Truett noticed that an employee responded to his thanks with a sincere "my pleasure." He wanted all his guests to feel the same special way that he felt when he heard the phrase.
According to a former employee on Reddit, while there is no official policy, it is recommended and encouraged. Another employee on Reddit confirmed that it is unofficially part of the company's policy. This is further supported by a marketing consultant for the restaurant chain, who stated that the company takes customer service to the next level by adding an element of extra care through this subtle change in the expected lingo.
Although some customers may take it lightly, others consider it a serious matter, with some even claiming that Chick-fil-A has "never been the same" after an employee said "you're welcome" instead of the expected "my pleasure." This shows how ingrained the phrase has become in the company's culture and the expectations of its customers.
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The phrase adds an element of extra care and fosters a sense of genuine hospitality
Chick-fil-A is known for its exceptional customer service, which includes going the extra mile to ensure customers feel valued. The phrase "my pleasure" is a key aspect of this. While it is not an official company policy, it is certainly encouraged as part of the company culture.
The origin of this phrase can be traced back to the founder, Truett Cathy, who, while visiting a hotel, heard an employee respond to his thanks with "my pleasure". Cathy believed that those two words made the hotel stand out as a luxury establishment. He wanted to bring that same sense of warmth and hospitality to his own restaurants, and so Chick-fil-A adopted the phrase as part of its customer-centric approach.
By saying "my pleasure", Chick-fil-A employees add a personal touch to their interactions with customers, conveying a sense of gratitude and pleasure in being able to serve. This simple phrase elevates the customer experience by making customers feel appreciated and valued. It is a subtle yet powerful way to build rapport and create a positive impression.
The use of "my pleasure" is a unique aspect of Chick-fil-A's brand, fostering a sense of genuine hospitality. It is a key differentiator, setting the chain apart from its competitors in the fast-food industry. This simple yet effective approach to customer service has become synonymous with the Chick-fil-A name, contributing to its reputation for warmth and friendliness.
The phrase "my pleasure" is a powerful tool in Chick-fil-A's customer service arsenal, adding an element of surprise and delight to each interaction. It is a testament to the company's commitment to creating a positive and memorable experience for its customers, fostering a sense of loyalty and brand advocacy.
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Some customers expect to hear my pleasure and are surprised when they don't
Chick-fil-A is known for its exceptional customer service, which includes responding to "thank you" with "my pleasure" instead of "you're welcome." This practice is said to have originated from the chain's founder, Truett Cathy, who, while visiting a hotel, was struck by how the response made him feel special. He wanted his customers to feel the same way.
Over the years, "my pleasure" has become an integral part of Chick-fil-A's company culture, with employees trained to use this phrase when interacting with customers. However, it should be noted that this policy is unofficial and not explicitly mentioned in employee training materials.
While most customers appreciate this unique touch, some have come to expect it and are surprised when they don't hear "my pleasure." For example, a Reddit user shared their shock when a Chick-fil-A employee said "you're welcome" instead of the usual phrase. This customer felt that the experience was ruined, showcasing how much weight they placed on those two words.
Another customer shared a similar experience, noting the surprise they felt when an employee about to start her shift said "you're welcome" after they thanked her. This customer also expected to hear "my pleasure," indicating that Chick-fil-A's unique phrasing had made an impression on them.
These reactions highlight the impact of Chick-fil-A's distinctive approach to customer service. By using "my pleasure," the company has created a unique and memorable experience for its customers, setting itself apart from other fast-food chains. While some customers may be caught off guard when they don't hear the expected phrase, it's safe to say that Chick-fil-A's commitment to creating remarkable experiences remains a key part of its brand and customer perception.
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