Why Chick-Fil-A Employees Say 'My Pleasure' Instead Of 'You're Welcome'

Chick-fil-A isn't just about chicken sandwiches and waffle fries — it's about the whole experience. One of the most recognizable parts of that experience? The heartfelt "my pleasure" you'll hear from employees, no matter how many extra sauces you ask for. Sure, it might sound fancy, but it's not just a random catchphrase. Instead, this reply is a key piece of the brand's personality that's designed to leave a lasting impression.

The story behind the phrase has a touch of Southern charm. Founder Truett Cathy was inspired after hearing it during a stay at a high-end hotel. He loved how it made him feel like more than just another guest, so he brought it home to Chick-fil-A, where it became a company-wide practice. Now, "my pleasure" is as much a part of the Chick-fil-A experience as its famous sauce, which was itself born from a happy accident.

For a company that's always experimenting — whether it's testing out new menu items or taking a surprising leap into the streaming platform business – the phrase ties everything back to its core mission. That would be making customers feel especially well cared-for. And while some of its ventures might raise eyebrows, Chick-fil-A's commitment to hospitality is what keeps people coming back for more.

"My pleasure" might seem like a small detail, but it's one with big meaning. Truett Cathy didn't just toss it into the company handbook and call it a day. Rather, he spent a decade championing the phrase, making sure it became a cornerstone of Chick-fil-A's culture. Now, it's as much a part of the brand's identity as fresh flowers on the tables or the long drive-thru lines.

The phrase is also part of what Chick-fil-A calls "going the second mile." The first mile? Serving up hot food hot and cold food cold. The second? Going above and beyond to make customers feel appreciated. It's not about grand gestures — it's about the little moments that stick with you, like hearing an employee genuinely say, "my pleasure."

Even Chick-fil-A's bolder experiments, like the Little Blue Menu, carry this same attention to detail. So if you ever ask an employee about the new menu concept, just know the conversation will probably end with "my pleasure." In the fast food world, where speed and convenience rule, Chick-fil-A stands out by doubling down on the extras like this personal touch. "My pleasure" isn't just polite — it's the brand's way of proving that small words can make a big difference.