Buzz
When you express gratitude to a Chick-fil-A team member for their quick service, you’re likely to hear a cheerful “my pleasure” instead of the usual “you’re welcome” or “no problem.” This unique response has been noticed—and even mocked—for years. But what’s the story behind it?
This polished reply traces back to S. Truett Cathy, the chain’s founder in 1967. During a stay at a luxurious hotel, Cathy thanked an employee and was met with a warm “my pleasure!” The sincerity of the response left such an impression on him that he decided to implement it across his business, ensuring every employee, from executives to frontline staff, adopted the phrase.
“You’d expect that level of service at a five-star hotel,” Cathy remarked, as noted in the company’s history. “But hearing teenagers in a fast-food setting say it’s their pleasure to serve—that’s truly remarkable.”
Customers began sending letters to Cathy, expressing their admiration for the heartfelt meaning behind the phrase, which has now become a cornerstone of Chick-fil-A’s exceptional service.
Not all Chick-fil-A locations follow the same manual, and some don’t explicitly include "my pleasure" in their guidelines. However, many do, often referencing it as part of what the chain terms “2nd Mile Service,” defined as “exceeding customer expectations” [PDF].
“We aim for every guest, during every visit, to encounter at least one aspect of 2nd Mile Service,” some manuals state [PDF]. “These moments can be as simple as a friendly greeting, a genuine ‘my pleasure’ in response to gratitude, and a warm goodbye as they leave.”
As for whether employees enjoy saying “my pleasure” as much as customers enjoy hearing it, opinions vary. In an Odyssey article, former Chick-fil-A employee Lexi Stroud admitted she wasn’t fond of the phrase. “It took me months to stop saying ‘my pleasure’ after I left Chick-fil-A,” she shared.
This practice has also sparked rumors that customers can earn free meals by saying “my pleasure” themselves. While the specifics of these claims differ, one widespread version suggests you must say the phrase before your server does. A Snopes investigation confirmed that none of these rumors are true. Additionally, if your server doesn’t say “you’re welcome” at all during your visit, it won’t result in any complimentary items.
