Chick-fil-A employees don’t say, “You’re welcome” or “No problem” when you thank them. 

They say, “My pleasure”. 

Why? 

It’s said that Chick-fil-A’s founder, Truett Cathy, was visiting a Ritz-Carlton hotel when a certain employee’s behavior caught his attention. 

Each time Truett Cathy thanked the employee for something, he’d respond with “My pleasure.” 

This exchange left an impression on Truett, who felt that it was a really nice way to tell someone that you were pleased to serve them. 

So, at the 2001 annual Chick-fil-A Operators Seminar, Truett challenged around 900 operators to swap out “You’re welcome” or “No problem” with “My pleasure.”

For Truett Cathy, this phrase is an “Expression from the heart.”

With its usage, team members, operators, and staff members are able to literally show that they want to go the extra mile, and that they care about the other person.

Those two little words represent warm hospitality and a true desire to serve.