Customer Service Is Not Dead

by Two Chums on December 14, 2023

At least it’s not dead at one popular fast food eatery. We came across an interesting article that explains the philosophy of customer service at Chick-fil-a. You might be surprised.

Chick-Fil-A, the popular fast-food chain known for its delicious chicken sandwiches and exceptional customer service, has a unique approach when it comes to one particular phrase: “You’re welcome.” While many establishments use this phrase as a standard response to express gratitude, Chick-Fil-A employees have a different way of acknowledging their customers’ appreciation. Instead of saying “you’re welcome,” they respond with “my pleasure.” This seemingly small linguistic difference is deeply ingrained in the company’s culture and serves as a reflection of their commitment to exceptional service.

The origin of Chick-Fil-A’s signature response can be traced back to the leadership of the company’s founder, S. Truett Cathy. He believed in going above and beyond to make customers feel valued and appreciated. In an interview, Cathy once explained that the phrase “my pleasure” was chosen because it conveyed a deeper sense of gratitude and sincerity. It was a way for employees to let customers know that serving them was not just an obligation but a genuine joy.

By using “my pleasure” instead of “you’re welcome,” Chick-Fil-A employees aim to create a more personal and memorable experience for customers. The phrase has become synonymous with the brand and is often associated with the exceptional service that customers receive at Chick-Fil-A restaurants. It has even become a trademark of the company’s customer-centric approach, setting them apart from their competitors.

The use of “my pleasure” is more than just a clever marketing tactic; it reflects Chick-Fil-A’s dedication to fostering a positive work environment. Employees are trained to embrace the company’s values and provide outstanding service with a genuine smile. The phrase serves as a reminder to the staff that they are there to serve others and make their day a little brighter. It creates a culture of hospitality and kindness, both towards customers and among the team members themselves.

The impact of this unique response is evident in the overwhelmingly positive feedback from Chick-Fil-A customers. Many have expressed their delight at hearing “my pleasure” instead of the conventional “you’re welcome.” It adds a personal touch to the dining experience, making customers feel appreciated and valued. The phrase has become synonymous with the brand’s commitment to going the extra mile for its patrons.

Chick-Fil-A’s dedication to exceptional service extends beyond its signature phrase. The company’s employees are well-known for their attentiveness, politeness, and willingness to help. They are often seen carrying trays, refilling drinks, or even escorting customers to their tables. This level of service has created a loyal customer base that appreciates the extra care taken by Chick-Fil-A employees.

While the phrase “my pleasure” has become a defining characteristic of Chick-Fil-A’s service, it is important to note that it is not just a scripted response. The company places great emphasis on training its employees to embody the values and principles that the phrase represents. It is a genuine expression of gratitude and a commitment to providing the best customer experience possible.

In a world where fast-food restaurants are often associated with impersonal service and rushed interactions, Chick-Fil-A stands out. Its unique approach to customer service, exemplified by the use of “my pleasure,” has set a new standard in the industry. It serves as a reminder that simple gestures and genuine interactions can have a profound impact on the customer experience.

So the next time you hear a Chick-Fil-A employee say “my pleasure” instead of “you’re welcome,” remember that it is more than just a phrase. It is a reflection of the company’s commitment to serving others, creating a positive work environment, and providing an exceptional dining experience.