Everyone knows about Chick-fil-A’s company policy to never open on a Sunday. But have you noticed the other, even subtler thing their team members refuse to do?
When customers say “thank you,” members of Chick-fil-A’s notoriously cheerful staff almost never answer with a typical “you’re welcome.” Instead, their go-to response is decidedly more mannerly. “My pleasure,” they say as they hand over the goods.
Recently, Taste of Home set out to discover the origin of unique this store policy. According to Chick-fil-A lore, the chain’s founder, Truett Cathy, got the idea while staying at a Ritz Carlton. When he said “thank you” to a hotel employee, he was pleasantly surprised when the employee replied, “my pleasure.” In Cathy’s mind, those two small words made the Ritz Carlton stand out as a luxury establishment, so he brought it into practice in his own restaurants.
A Chick-fil-A employee confirmed that the “my pleasure” policy is an important, though unofficial, part of company culture on Reddit.
“‘You’re welcome’ seems too indifferent, and we’re told to use elevated language,” the employee explained.
Kristen Hunter, a marketing consultant for the restaurant chain, told Client Heartbeat that it’s an important part of Chick-fil-A’s reputation for going the extra mile.
“The first mile is the foundation—good customer service, hot food hot, cold food cold,” she said. “The second mile is what we do that’s remarkable.”