What Happens If Chick-fil-A Doesn’t Say “My Pleasure”?

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If a Chick-fil-A employee doesn’t say “My Pleasure,” there is no specific consequence. However, it might slightly deviate from the company’s image of exceptional service. While the phrase is not a mandatory part of their policy, employees may receive a reprimand for not using it. The phrase plays a significant role in Chick-fil-A’s customer service philosophy and contributes to the overall positive customer experience.


Chick-fil-A has become synonymous with the phrase “My Pleasure.” This phrase, borrowed from The Ritz-Carlton, has become an integral part of Chick-fil-A’s brand identity and is associated with their commitment to exceptional customer service. But what happens if a Chick-fil-A employee doesn’t say “My Pleasure”? Let’s dive deep into this question.

The Significance of “My Pleasure”

“My Pleasure” is more than just a phrase at Chick-fil-A; it represents the company’s commitment to providing a personal and hospitable customer service experience. The phrase creates a personal connection with customers, as it requires employees to make eye contact when saying it. Although there is no official policy requiring employees to use this phrase, “My Pleasure” has become an integral part of the company’s ethos.

The Origin of “My Pleasure”

The tradition of saying “My Pleasure” at Chick-fil-A started with the company’s founder, Truett Cathy. Cathy borrowed the phrase from The Ritz-Carlton, where he noticed employees responding with “my pleasure” instead of “you’re welcome.” Cathy believed that using the phrase would surprise customers and make Chick-fil-A stand out in the fast-food industry. Today, “my pleasure” has become a catchphrase and part of the popular lore around Chick-fil-A.

The Impact on Customer Experience

The use of “My Pleasure” contributes to the overall positive customer experience at Chick-fil-A. If an employee doesn’t say “My Pleasure,” it might not significantly impact an individual customer’s experience, but it could contribute to a slight deviation from the brand’s image of exceptional service. However, the overall customer experience at Chick-fil-A is not solely determined by the use of this phrase but rather by a combination of factors, including the quality of food, cleanliness, and the efficiency of service.

Consequences for Employees

While there is no official policy requiring Chick-fil-A employees to say “My Pleasure,” employees may receive a reprimand if they do not use the phrase. However, it is unlikely to result in severe consequences unless it is part of a pattern of poor customer service or the employee receives a bad review from mystery shoppers.

Public Response to “My Pleasure”

The public response to Chick-fil-A employees saying “My Pleasure” has generally been positive. Some customers find the phrase endearing and appreciate the elevated language used by the employees. However, there are some who find the phrase robotic or repetitive. Despite these differing opinions, the phrase has become an integral part of Chick-fil-A’s brand identity.

“My Pleasure” as a Unique Selling Proposition

By using “my pleasure,” Chick-fil-A creates a consistent and caring culture that sets it apart from other fast-food chains. The phrase is even printed on Chick-fil-A souvenir t-shirts and is the name of a fan podcast.

Other Unique Customer Service Practices at Chick-fil-A

Chick-fil-A has other unique customer service practices that contribute to its reputation for exceptional service, including consistent training, empowering employees, focusing on creating raving fans, and actively listening to customer feedback.


In conclusion, while there is no specific consequence if a Chick-fil-A employee doesn’t say “My Pleasure,” the phrase plays a significant role in the company’s customer service philosophy. It contributes to the overall positive customer experience and sets Chick-fil-A apart from other fast-food chains.

Whether you’re a customer curious about the company’s practices or an employee wondering about the importance of the phrase, understanding the significance of “My Pleasure” in Chick-fil-A’s customer service approach can enhance your appreciation for this popular fast-food chain.

Frequently Asked Questions

What other phrases are Chick-fil-A employees trained to use?

Besides “My Pleasure,” Chick-fil-A employees are trained to use polite and positive language in their interactions with customers. This includes phrases like “May I serve?” when taking orders and “Safe travels” when customers are leaving.

Are there any other fast food chains that use a similar phrase like “My Pleasure”?

While other fast food chains may prioritize customer service, none have become as synonymous with a specific phrase as Chick-fil-A has with “My Pleasure.”

Why did Truett Cathy decide to borrow the phrase “My Pleasure” from The Ritz-Carlton?

Truett Cathy was inspired by the exceptional customer service provided at The Ritz-Carlton. He believed that incorporating the phrase “My Pleasure” into Chick-fil-A’s customer service approach would help create a unique and memorable customer experience.

Is the phrase “My Pleasure” used at all Chick-fil-A locations?

While there is no official policy requiring the use of the phrase, it is highly encouraged and has become a part of the company culture. Therefore, you can expect to hear “My Pleasure” at most Chick-fil-A locations.

How does Chick-fil-A ensure that its employees consistently use the phrase “My Pleasure”?

Chick-fil-A places a high emphasis on training and reinforcing its customer service standards. This includes the use of the phrase “My Pleasure.” Regular feedback and performance reviews also help ensure that employees are consistently using the phrase.

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