Most restaurants, more than retail or any other form of customer service work, are extraordinarily customer service-friendly. Restaurant personnel are instructed to say and do specific things that demonstrate to the customer that they will go above and beyond to ensure your satisfaction with their services.The Chick-fil-A franchise is no exception. In fact, their personnel will never say “you’re welcome” to a customer.
They are typically trained to say “my pleasure” as a result of business policy, which is an important aspect of their company culture and fundamental values. Chick-fil-A is often regarded as one of the kindest and most courteous restaurant chains in the United States. According to the QSR Magazine annual drive-thru study, Chick-fil-A personnel were the most likely of the 15 chains polled to say “please” and “thank you” and smile at drive-thru customers.
This survey also confirmed that about 95.2% of Chick-fil-A personnel stated “thank you” during drive-thru interactions. The study was based on nearly 2,000 visits to 15 different restaurant franchises. This explains Chick-fil-A’s recent success, as well as why many consumers prefer to return to this restaurant over others such as McDonald’s.The reason Chick-fil-A uses certain terms like “my pleasure” instead of “you’re welcome” has recently been revealed, and it has to do with the chain’s founder, Truett Cathy.
She received the idea after vacationing at a Ritz Carlton and said “thank you” to a hotel employee, who answered, “my pleasure.” Those two words alone made the organization appear to be a well-rounded, premium establishment that genuinely cares about providing the best possible service to their visitors. That’s when Truett decided to use the same philosophy in his own businesses in order to achieve the same level of success.
A Chick-fil-A restaurantA Reddit user stated that, while it is an unofficial aspect of business policy and is not even included in training videos, “it’s a courtesy thing.” “You’re welcome” seems too casual, and we’re told to adopt formal language.” While the conduct is technically “learned,” the same employee verified that they actually like working at Chick-fil-A, in part because of the individuals with whom they work.
“It’s legitimately satisfying to work there.” The hours are flexible, everyone is friendly, and we are decently treated. My $50 jacket was provided to me by one of my bosses. That’s how friendly everyone is.” Hiring managers are obviously finding the best candidates! If you enjoy Chick-fil-A, please SHARE this article!