Chick-fil-A is known for its friendly and hospitable customer service, with employees often responding “my pleasure” after taking an order or being thanked. This has led some to believe that the phrase “my pleasure” is required or encouraged by the company. However, the true story behind “my pleasure” at Chick-fil-A is more nuanced.
Background on Chick-fil-A’s Customer Service
Chick-fil-A founder S. Truett Cathy built the company’s culture around biblical principles and genuine hospitality. The company aims to go above and beyond to serve customers, reflecting Cathy’s business philosophy: “We should be about more than just selling chicken. We should be a part of our customers’ lives and the communities in which we serve.”
This focus on warm, personal service is ingrained from day one. Chick-fil-A operators and team members go through extensive training on hospitality. They roleplay various scenarios to practice greeting customers, taking orders, addressing issues, and responding to thanks. This prepares employees to interact with customers in a positive, gracious way.
Origin of “My Pleasure”
In the early 1990s, Chick-fil-A began encouraging team members to respond “my pleasure” when serving customers. The goal was to communicate a spirit of sincerity, care, and warmth through this phrase.
An executive heard the phrase while traveling in the South and thought it conveyed the right sentiment. “My pleasure” was not meant to be a scripted or mandatory response, but rather a way to reflect Chick-fil-A’s commitment to hospitality.
Is “My Pleasure” Required?
Despite the widespread use of “my pleasure,” Chick-fil-A has clarified that the phrase is not an official policy. Their employee handbook does not require using any specific verbiage. While it is commonly taught during employee training, it’s ultimately up to individual team members.
Chick-fil-A operators have autonomy over customer service guidelines in their restaurants. They may encourage “my pleasure” as a best practice in line with Chick-fil-A’s service culture. However, operators cannot force employees to use those exact words. Operators make it clear that sincerity is what matters most.
“My Pleasure” in Action
The phrase “my pleasure” creates connection through meaning, not mandate. Chick-fil-A reported that in 2016, team members said “my pleasure” over 140 million times. This staggering number reflects how deeply ingrained the motto is in their service mentality.
Customers often comment that “my pleasure” feels sincere, not rehearsed. Team members say the phrase authentically reflects their dedication. The response is voluntary yet pervasive at Chick-fil-A. For team members, “my pleasure” is more than a slogan – it’s an expression of care.
Chick-fil-A’s Success with Service
This service culture has paid off. Chick-fil-A tops customer service surveys year after year:
| Year | Award |
|---|---|
| 2021 | #1 in customer satisfaction according to American Customer Satisfaction Index |
| 2020 | Ranks #1 fast food chain in USA Today survey |
| 2019 | Scores 81/100 on American Customer Satisfaction Index, compared to fast food category average of 76 |
Chick-fil-A attributes this success to putting people first. Their team members feel empowered to do the right thing and go the extra mile. This genuine care comes through in interactions, as evidenced by phrases like “my pleasure.”
The Truth About “My Pleasure”
In the end, “my pleasure” is not mandated at Chick-fil-A. However, it authentically communicates the company’s people-focused service philosophy. Team members respond “my pleasure” because they truly care about connecting with customers. This voluntary principle contributes to Chick-fil-A’s leading reputation for hospitality.
References
Chick-fil-A. “Our Recipe for Care and Service.” https://www.chick-fil-a.com/our-purpose
Jenell, Ross. “Is Chick-fil-A’s ‘my pleasure’ just good manners or a strict policy for workers?” The Christian Science Monitor. August 4, 2021.
https://www.csmonitor.com/The-Culture/In-a-Word/2021/0804/Is-Chick-fil-A-s-my-pleasure-just-good-manners-or-a-strict-policy-for-workers
Llopis, Glenn. “6 Reasons Chick-fil-A Dominates Customer Service.” Forbes. October 4, 2019.
https://www.forbes.com/sites/glennllopis/2019/10/04/6-reasons-chick-fil-a-dominates-customer-service/
Thomas, Lauren. “Chick-fil-A tops the American Customer Satisfaction Index for 4th year in a row.” CNBC. June 23, 2021.
https://www.cnbc.com/2021/06/23/chick-fil-a-tops-american-customer-satisfaction-index-for-4th-year.html