Why Chick-fil-A workers always say ‘my pleasure’
By Nathaniel Meyersohn, CNN Business No one has ever confused the service at fast food joints for luxury hotels. But two decades ago, Chick-fil-A borrowed a tactic from The Ritz-Carlton that would become a central element of its brand culture: Employees replying to customers who thank them by saying “my pleasure,” instead of “you’re welcome”
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