Why Chick-fil-A Says “My Pleasure”

On this episode of Our American Stories, if you have ever ordered at Chick-fil-A, you know the reply almost by heart: “My pleasure.” But this chicken giant didn't come up with its famous catchphrase.

The phrase traces back to a visit founder Truett Cathy made to the Ritz-Carlton, where he noticed how consistently employees used those same two words with guests. The language was part of the hotel’s service standard, and it stayed with him long after he left. Cathy later adopted the phrase inside Chick-fil-A, where it became a defining part of the company’s culture. Horst Schulze, the co-founder of the Ritz-Carlton, shares the story.

Support the show (https://www.ouramericanstories.com/donate)

Support the show: https://www.ouramericanstories.com/donate

See omnystudio.com/listener for privacy information.