Saying 'My pleasure' defines Chick-fil-A's guest experience and guides team leadership.

Hospitality isn’t just a policy at Chick-fil-A. It’s a living, breathing way of showing up for every guest who walks through the door or pulls into the drive-thru. A simple phrase is part of that language—one you’ll hear echoed again and again in restaurants that prize warmth and connection: “My pleasure.”

What makes that tiny pair of words so special? Let me explain. When a team member says “My pleasure,” it isn’t just a polite closing line. It’s a signal that serving guests isn’t a chore—it's a joy. It says, “I’m glad you’re here, and I’m happy to help.” It creates a moment of connection that goes beyond a transaction. And in a world where quick service can feel rushed, this phrase acts like a small, steady lighthouse—calm, confident, and welcoming.

A quick look at the contrast helps drive the point home. Consider these common phrases in practice settings:

• “Can I help you?” That’s solid and courteous, but it reads as service-on-demand. It suggests you’re offering help if someone asks for it, which is helpful, but not inherently personal.

• “Thank you for coming!” Nice closing sentiment. It acknowledges the guest’s choice to visit, which matters, but it’s more about gratitude than ongoing engagement.

• “Enjoy your meal!” A nice send-off, especially in casual dining, but it’s a closing cue rather than a living, breathing promise of service.

Now picture the moment when a team member says, “My pleasure.” The guests feel seen, not just served. The tone matters—genuine warmth, a relaxed smile, a friendly eye contact. It’s not about delivering a script; it’s about embodying a mindset. And that mindset is contagious. When one person in a crew speaks this way, others tend to follow, and a culture of hospitable, attentive service begins to hum.

Why this phrase, and why now, especially for team leaders? Because leadership at Chick-fil-A isn’t just about getting the job done. It’s about shaping how people feel when they’re in your space. Team leaders model communication that builds rapport, not just efficiency. They demonstrate that the goal is to make guests feel valued from the moment they arrive to the moment they leave. And yes, a single phrase can be a big part of that.

Here’s how leaders can bring the “My pleasure” spirit to life on the floor, in a way that feels natural rather than forced.

• Lead by example in every shift. A team leader who uses “My pleasure” in real moments—when a guest asks for a refill, when a child drops a toy, when a guest expresses thanks—sets a tone that peers quickly pick up. It becomes a shared habit, not a staged routine.

• Tie it to moments that matter. The phrase is especially powerful during sensitive moments: a mistake corrected, a long line, a complicated order. In those moments, warmth matters more than speed, and “My pleasure” helps reframe service as care.

• Keep it authentic. The best use of the phrase sounds effortless. Forced politeness rings hollow. If it doesn’t feel true in your voice, adjust your delivery so it matches your natural rhythm—slower, warmer, more personal—or even use slight variations like, “My pleasure to help,” or “Absolutely, my pleasure.”

• Reinforce with recognition. Acknowledge teammates who consistently embody the spirit. A quick shout-out in a huddle, a note of appreciation, or a friendly nod can cement the behavior as part of the culture.

• Use supportive cues, not rigid scripts. It’s fine to have a simple guideline, but avoid turning into a mantra. Encourage staff to find their own genuine way to express the sentiment while preserving the core message: service that cares.

• Train with real-world touchpoints. Practice moments that happen every day—greeting guests at the counter, dropping off a bag at the table, handling returns or substitutions with grace. The phrase becomes a natural reflex, not a memorized line.

• Check the pulse with guests. Feedback is your ally. Quick surveys, comment cards, or a casual chat with guests after meals can reveal whether “My pleasure” is landing the way you intend. Adjust based on what guests actually feel.

If you ever doubt the impact, consider a few real-life micro-moments that illustrate the difference:

• A family is juggling a stroller, a toddler, and a tired parent during a busy lunch rush. A team member steps in with a warm smile and says, “My pleasure to help.” The parent visibly relaxes, the little one lights up, and the whole table feels seen, not stressed.

• A guest in the drive-thru realizes they’ve left their phone in the car. The team member doesn’t just shout a quick, “We’ve got you.” They pause, fetch a second car, and say, “My pleasure to take care of that.” The guest feels supported, and trust grows.

• A regular customer returns after a rough week. The team member recognizes them, uses a personal touch, and follows with, “My pleasure to serve you today.” It’s a small moment, but it reinforces loyalty and belonging.

Of course, there’s a balance to strike. Words carry weight. If the phrase feels like hollow theater, guests will sense it, and the moment falls flat. The antidote is authenticity. That means leaders coaching teams to care deeply about guests’ experience, not just the speed of service. It means encouraging team members to listen before they respond, to acknowledge a guest’s needs, and then to respond with warmth that feels earned.

From a leadership perspective, the value of “My pleasure” extends beyond guest interactions. It shapes how staff view their roles and how they describe their work to friends and family. It becomes a kind of emotional shorthand for “I’m here for you.” And when a team lives in that shorthand, the shop environment shifts. It’s easier to collaborate, easier to stay patient during rushes, easier to celebrate small wins together.

If you’re piecing together how this all fits into a broader picture of service culture, you’ll notice a few connected threads:

• Consistency matters. One-off acts of kindness are nice, but guests notice consistency. When “My pleasure” is part of the daily rhythm, the guest experience feels reliable, which builds trust.

• Language shapes perception. The words you choose don’t just convey information; they shape how guests experience the moment. A phrase that communicates willingness and warmth signals that the team cares about more than just getting the order right.

• Training translates to culture. When leaders integrate this approach into onboarding, shift briefings, and ongoing feedback, the culture solidifies. The language becomes second nature, and the experience scales with the team.

As you think about leadership in a fast-service environment, you might worry about sounding overly formal in a casual setting. The good news is that genuine warmth travels well. People respond to sincerity, not to stiffness. The phrase “My pleasure” isn’t a heavy-handed suit-and-tie charm; it’s the everyday expression of a team that loves delivering good moments to guests.

Here are a few simple reminders to keep in mind as you practice leading with this spirit:

• It’s about the guest, not the script. Prioritize the moment and the person in front of you. The phrase should feel like a natural outgrowth of that focus.

• Keep it human. Acknowledge the guest’s situation. A short, honest acknowledgment—“I know this line is long. I’m glad you’re here”—paired with the phrase, can amplify its impact.

• Use it as a coaching tool. When you notice someone delivering the line with warmth, praise that behavior publicly. When it feels forced, offer gentle coaching and practice in low-stakes moments.

• Tie it to the brand promise. If your restaurant leans into hospitality as a core value, let “My pleasure” be a visible symbol of that promise in every interaction.

Ultimately, the power of this simple phrase lies in its ability to convey care without shouting. It’s not the only piece of service excellence, but it’s a reliable cornerstone. For teams aiming to create a guest experience that feels warm, welcoming, and just a bit uplifting, this phrase offers a practical, repeatable touchpoint.

If you’re building a leadership mindset around guest service (and who isn’t in a busy Chick-fil-A setting?), remember: leadership isn’t about roaring changes; it’s about training hearts and habits. The way you speak to guests, the warmth you model for your team, and the everyday moments you nurture all accumulate into a culture guests can feel. And in that culture, the words you choose matter.

So, what phrase is often encouraged to be used by team members when interacting with guests? It’s “My pleasure.” It’s simple. It’s genuine. And in the hands of thoughtful team leaders, it becomes more than just a line—it becomes part of a guest’s brighter experience and part of the team’s shared identity. If you’re seeking a way to strengthen hospitality on your floor, that single phrase is a small, powerful lever you can pull with real impact.

In the end, hospitality is about connection—the kind that makes a guest feel at home even when they’re away from home. And sometimes, the way to say, “We’re glad you’re here,” is just two words, spoken with a sincere smile: My pleasure.