"Chick-fil-A's unique customer service approach includes training employees to respond with 'my pleasure' instead of 'you're welcome.' This practice originated from founder S. Truett Cathy, who was inspired by a Ritz Carlton employee's response."
"Cathy's goal was for the brand to stand out among other drive-thru fast food chains as one truly focused on hospitality over speed and efficiency, which is reflected in their customer interactions."
"Some employees say the phrase becomes second nature after a short time on the job, while others feel it may not always be genuine, highlighting the nuanced perspectives on the policy."
Chick-fil-A's customer service approach includes training employees to respond with 'my pleasure' instead of 'you're welcome.' This practice originated from founder S. Truett Cathy, inspired by a Ritz Carlton employee's response. The goal was to emphasize hospitality over speed, making the brand stand out among fast food chains. Some employees find the phrase becomes second nature, while others feel it may not always be genuine. The brand's focus on customer experience has contributed to its significant influence in the restaurant industry.
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