The Fast Food Chain Where Employees Are Trained Not To Say 'You're Welcome'

If you've ever visited Chick-fil-A, perhaps to pick up their latest jalapeño ranch club chicken sandwich, you may have noticed something a little different about the way employees respond to a simple "thank you." Instead of "you're welcome," staff are trained to say "my pleasure." It's a small detail, to be sure, but it's a big part of the brand's unique customer service approach.

The origin of this practice began with the founder S. Truett Cathy, a southern fellow who began the fast food chain in the Atlanta suburbs. According to company lore, Cathy was staying at a glitzy Ritz Carlton hotel when an employee responded to him with the more elegant "my pleasure." For Cathy, the small moment instantly elevated his experience.  From there, "my pleasure" became a standard part of Chick-fil-A's training. Owner-operators, team members, and even corporate staff are encouraged to use the phrase in customer interactions. 

Cathy's overall 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. It's why some of their franchises keep fresh flowers on the tables, employees come outside to take orders, and all stores offer highly competitive wages with unique benefits. It's certainly made the brand one of the most influential restaurant chains of all time. 

Employees' perspectives, however, are a bit more nuanced. Some workers say the phrase becomes second nature after a short time on the job. Once it's part of the routine, it doesn't feel forced — even if they don't actually "mean it" every time. One employee on Reddit cheekily commented: "Any employee that's worked for more than a month is physically incapable of responding in any way other than my pleasure (not even joking and I don't even work foh)."

Others, though, have noted that it can feel more than a little scripted, especially in the beginning. New hires describe having to consciously remember to say "my pleasure," which can obviously feel less natural than their usual speech patterns. It's even become a meme online that employees will be harshly punished if they forget. In another Reddit post, someone explained: "As a past CFA worker, we were told that it's a requirement to say it! If we didn't we'd get in trouble."

However, customers aren't so easily fooled. Another Reddit user said: "Myself, and I think lots of others, know that they're not saying it because they genuinely feel it's their pleasure to serve you." Certainly not every interaction is a true pleasure. Working a fast food counter is a stressful job, and the chain's employees are only human. As beloved as the brand is, Chick-Fil-A has certainly had its fair share of scandals. Let's just hope enforcing "my pleasure" doesn't become another one.