You’ll often hear the phrase “My pleasure” at Chick-fil-A, but do you know why the workers say it? The inspiration for this little expression comes from one very ritzy joint!
Fast food lovers everywhere appreciate Chick-fil-A's tasty lemonade, their cool wrap, and, obviously, their selection of real chicken sandwiches. But, those are not the only things that have caused Chick-fil-A to grow to a company with 2,730 locations and $16 billion in sales in 2021!
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In addition to the delicious menu items at Chick-fil-A, the fast-food chain offers something unique in the fast-food world-something that is a "head-turner" for customers. That's what Truett Cathy was suggesting in 2001 when he spoke to a group of franchise owners at their annual conference.
Story Behind “My Pleasure” Chick-Fil-A Phrase
Mr. Cathy, who founded Chick-fil-A in 1946 in Hapeville, Georgia, shared a story with the group about his experience at the luxury hotel. While staying at The Ritz-Carlton, Truett noticed that whenever he thanked a hotel employee during his stay, the employee responded, "my pleasure". And that was something special.
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"My pleasure" sounds quite different from other oft-used returns like "no problem" or "no worries" or "you're welcome" or, in a few cases, "uh-huh," or nothing.
Mr. Cathy encouraged Chick-fil-A managers and staff to begin saying “my pleasure” whenever customers thanked them. But it took a couple of years before the habit really became part of Chick-fil-A's culture and brand. In 2003, Dan Cathy, Truett's son, began using the expression himself with managers and employees. And, soon, it became the standard at Chick-fil-A!
Chick-Fil-A Customer Service
Adopting "my pleasure" is not the only thing that Chick-fil-A has done to improve the customer service experience; they also train employees to smile, use eye contact, and speak with enthusiasm.
Those things combine to create a superior experience for guests, and that has translated into top rankings for seven consecutive years on the American Customer Service Index for limited service and fast food chains! That's pretty impressive for an eatery that does not even open on Sunday. Or, perhaps it reflects an appreciation that it doesn't!
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In any case, Chick-fil-A is going strong and remains a private company, now led by one of Truett Cathy's grandsons. Who says you can't bring a little "fancy" to fast food!
“Pleasant words are like a honeycomb, Sweetness to the soul and health to the bones.” Proverbs 16:24
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h/t: CNN Business
Featured Image Credit: Facebook/Chick-fil-A