Several years ago we added “my pleasure” to the manners…
““Several years ago we added “my pleasure” to the manners chart after we read the book How Did You Do It, Truett? by S. Truett Cathy, founder of Chick-fil-A. In it, Mr. Cathy tells how he studied the methods of five-star hotels and found that workers are required to say “My pleasure” instead of “You’re welcome” when being thanked for something. In essence, one is saying, “Thank you for giving me the pleasure of serving you,” and not, “Yes, it was such a sacrifice on my part. You’re welcome.” He found a direct link between business success and employees learning to treat costumers with the utmost courtesy and respect, and that was one of the principles he adopted for all Chick-fil-A workers.””
About This Quote
This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation.
Treating customers with genuine courtesy creates a positive service culture that drives business success.
In simple terms: Polite service builds success.
Key Takeaway
Adopt sincere language with customers.
Themes
customer service
courtesy
business culture
leadership
hospitality
Mood
positive
professional
encouraging
Type
advice
leadership
business
When to use this quote
- restaurant training
- customer interactions
- team meetings
- performance reviews
Key Concepts
service mindset
emotional intelligence
brand reputation
Questions to Reflect On
- How does language affect customer perception?
- What other habits reinforce a respectful culture?
A Different Perspective
Politeness alone may not overcome product or pricing issues.