When you are out shopping, staying at a hotel or even out at a restaurant, sometimes there is something that sets one establishment apart from the others.
In the fast food business, they are all quite similar. Nothing really sets one mountain of meat apart from the next. Fried chicken is one of the easiest items to find fast but Chick-fil-a has somehow made it a commodity. The food is fantastic the service is unprecedented and the way they move long lines quickly keeps people coming back.
But there is one more thing that makes you smile at the end of every transaction at Chick-fil-a, and it’s pure genius.
Fox News recently wrote, If you’ve ever been to Chick-fil-A, you probably noticed that when customers say “thank you,” employees say “my pleasure.” Since “you’re welcome” has always been my go-to response, I had to know more.
Legend says the chain’s founder, Truett Cathy, got the idea while staying at the Ritz Carlton. When he said “thank you” to a hotel employee, the employee replied, “my pleasure.” Cathy thought those two small words made the Ritz Carlton stand apart as a luxury establishment. He wanted to bring that feel to his own restaurants, and the rest is history.
Though there’s nothing in the official Chick-fil-A employee training on saying “my pleasure,” according to a Reddit user who works there, it’s still an important part of the company culture. “‘You’re welcome’ seems too indifferent, and we’re told to use elevated language,” the employee says.
Is there business sense behind “my pleasure?” Absolutely! Chick-fil-A is known for taking customer service that extra “mile,” according to Kristen Hunter, a marketing consultant for the restaurant chain. “The first mile is the foundation—good customer service, hot food hot, cold food cold. The second mile is what we do that’s remarkable,” she says in an interview. In the case of “my pleasure,” the subtle change in the expected lingo sends a unique message to customers, adding an element of extra care.
In fact, using the word “pleasure” at all in a customer interaction is a brilliant tactic for making customers happy, according to CBS Moneywatch’s Michael Hess in his article, “The 6 Best Words in Customer Service.”
I know people love Chick-fil-A, and not only because the waffle fries are amazing. We’re happy to report that many customers are absolutely delighted to hear “my pleasure” in lieu of “you’re welcome.” (I’m one of ’em!)
You can re-create the Chick-fil-A experience at home with our Spicy Chicken Nuggets, a spicy copycat recipe for nuggets. And for dessert, how about one of these adorable Chirpy Chick Cupcakes? When people thank you for the treat, don’t forget to say, “My pleasure.”
I love that Chick-fil-a decided that it would set it’s self apart by not only providing amazing chicken but making the experience memorable as well. The chain has been routinely criticized by liberals mostly for their Christian beliefs being against other people’s liberal agenda, but also for their “over the top” and “fake” customer service. Their’s nothing fake about how they treat people, which is genuinely why some are not happy about being treated kindly — it disproves their beliefs. They want to be proven right when they’re wrong, and what’s really real is that with a business model such as this, Chick-fil-a is successful. People want to be treated well.
In recent years they have been the subject of ridicule for their Christian based business that closes on Sundays so their employees can attend church services. When coffee giant Starbucks has to shut down their entire chain for a day for racial training on how to treat people better and what’s right and wrong, you have to wonder what could have been gained from doing that every Sunday on the regular, putting a precedence on religious values and respect of self and others.
Being constantly criticized has not slowed Chick-fil-A down. As a matter of fact, it did just the opposite. People came out in droves to support their local Chick-fil-a, which is not something most other chains can say. Regardless of how you look at this business, they are doing the right things, and it’s their pleasure to continue to serve you.