This Is Why Chick-Fil-A Employees Will Never Say “You’re Welcome”
May 27, 2023
Source: Do You Remember?
The first time I heard it, I will never forget the Chick-Fil-A employees phrase.
When the cashier handed me the drink, she said, “My pleasure.”
It caught me off guard. Not in a bad way. Just… different. I’d been trained to face a quick “you’re welcome” — or nothing at all. But “my pleasure”? That seemed a slightly formal tone for a fast-food joint.
And that’s the point.
The Story Behind the Phrase
Then, why does Chick-Fil-A say “my pleasure”? It began with the company’s founder, S. Truett Cathy. He was staying at a Ritz-Carlton and observed how the employees there would react with “my pleasure” and he liked how warm and purposeful it sounded — and brought the Chick-Fil-A employees phrase back to Chick-Fil-A.
He didn’t want customers to feel like he appreciated them as mere numbers who passed through a line. It was an expression that signaled drawing value from that effort.” “My pleasure” was the verbal shorthand for that effort.
A Tiny Term That Has Big Ramifications
Consider how often “you’re welcome” is uttered as a matter of reflex. Now contrast that with someone who responds with “my pleasure” and a smile. The distinction is a fine point, but it hits home.
Chick-Fil-A embraces such small gestures — holding open doors, carrying trays, refilling drinks. The Chick-Fil-A employees phrase is part of a wider culture of service that feels personal, not transactional.
Training with Purpose
Scripts shape most of what restaurants do. But here, employees aren’t just given something to say, they’re taught why to say it.
I’ll never forget once waiting for a nugget tray at a Chick-Fil-A and singing with an employee named Josh. The phrase he said was not just required — it was encouraged because that was the way they saw their job — to treat people with care. The Chick-Fil-A employees phrase isn’t merely a script; it’s part of their ethos.
Politeness That Sticks
There is no such thing as warm personal attention in fast food. Out at Chick-Fil-A, though, that one little phrase has an impact. People notice. They talk about it. It adds to why they return.
And sure, the drive-thru line can be ridiculous, but people will still wait. Because they know they won’t just be a number.
Marketing or Meaningful?
Whether it began as a branding decision, it evolved into something more profound. “My pleasure” isn’t just skin deep — it’s their reality.
The reason Chick-Fil-A says “my pleasure” transcends mere clever phrasing. Which is a reflection of value, consistency and pride in the experience that they provide.
Wrap-Up
So maybe the next time you hear it, don’t laugh it off. “My pleasure” isn’t just a well-groomed phrase — it’s a decision to serve sincerely. A moment that can make fast food seem a little more human, thanks to the Chick-Fil-A employees phrase.
And if it’s all served with a side of waffle fries? Even better.