If you’ve ever been to Chick-fil-A, you’ve no doubt heard the words, “my pleasure.” Why is this phrase so powerful?
Legend has it that the chicken chain’s founder, Truett Cathy, got the idea while staying at the Ritz Carlton – a hotel chain, which is the only hotel to have won the prestigious Malcolm Baldridge National Quality Award twice. Cathy stayed at a property and when he said “thank you” to an employee and heard “my pleasure” in return, he thought those words made the Ritz Carlton experience special, so he brought them to the chicken chain.
According to Kristen Hunter, a marketing consultant for Chick-fil-A, the foundation of the company’s culture is good customer service, serve hot food hot, and serve cold food cold. The second layer is being remarkable and “my pleasure,” sends a message to customers that you’re not in any old chicken chain. It’s different at Chick-fil-A… your customer experience, and meal, will be five-star. What customer would not want that?
WHAT CAN I DO? Chick-fil-A knows it’s on to something and is willing to let you take a peek under the covers, and discover what makes their culture so unique and their profits so high. Check out the live Backstage Tour in Atlantaand be prepared to be impressed, learn from an organization that gets it, and take your culture and customer service to the next level.
Jill Christensen is an employee engagement expert, best-selling author, and international keynote speaker. She is a Top 100 Global Employee Engagement Influencer, authored the best-selling book, If Not You, Who?, and works with the best and brightest global leaders to improve productivity and retention, customer satisfaction, and revenue growth. Jill can be reached at +1.303.999.9224 or firstname.lastname@example.org.