Hey Chick-fil-A: No, it’s ‘MY’ Pleasure

Think common courtesy is outdated and great customer service is obsolete? Then you probably haven’t visited your local Chick-fil-A restaurant.

I stopped at mine for a bite to eat on Saturday night (a day after Cow Appreciation Day) and was confronted by an uncharacteristically warm hospitality – particularly for a fast-food restaurant.

The experience started when I pulled up to a backed-up drive-thru, dreading an inevitably long wait. But remarkably, it was one of the speediest, most efficient drive-thru lines I’ve ever navigated.

My order was taken by a cordial guy, who immediately comprehended it, repeated it back (correctly!) and replied to my “Thank you” with a genuine-sounding “My pleasure.”


When I arrived at the pick-up window, my bag was awaiting me, accompanied by a pleasant woman who greeted me and efficiently completed the transaction. She eagerly responded to my “Thanks” with a familiar refrain: “My pleasure.”


So how can Chick-fil-A achieve this high level of service when its fast-food brethren falls miserably short?

I won’t pretend to know the secret formula, but I think it’s safe (and logical) to assume that it boils down to hiring great people, treating them well, providing them with a nice environment, and holding them to high standards. I’m sure a killer training program is part of the equation.

The resulting culture of respect shapes employees who exude pride (the good kind).

Founder – and current Chairman – S. Truett Carty has never been shy in proclaiming that he built the business on traditional “Christian principles,” including an uncommon-in-the-retail-world practice of staying closed on Sundays. It also supports numerous community service activities and sometimes-controversial alliances.


The formula seems to be working at the $3.5 billion chain, which has more than 1500 locations in 39 U.S. states and continues aggressive expansion despite the anemic economy.

Next time I visit my local restaurant, I plan to play a little game. Not only will I say “Thanks” to every crew member I encounter, but I’ll kick it up a notch by responding to their “My pleasure” with a quick retort of my own: “No, it’s MY pleasure.”

I’ll be curious to see if their responses are equally as cheerful and consistent.

Regardless, I gladly join those famous cows in exhorting everyone to:





  • BradFeinknopf

    I have been meaning to comment on this. I LOVE LOVE LOVE Chick-Fil-A! My only gripe is that they are closed on Sunday. I accept that they are a “Christian” establishment but I think they could have their staff who are of a Jewish persuasion have Friday night & Saturday off (the Jewish sabbath) and allowing them to run the shop on Sundays. People got to eat on Sunday too! 😉