I'l have to be honest, the first time I went to a Chick-fil-a I was caught off guard by the employees saying "my pleasure" every time I said thank you. Since then I have definitely learned to love it! This lead me to want to know why they say "my pleasure".
It's said that the founder, Truett Cathy, got the idea while staying at the Ritz Carlton. When he said “thank you” to a hotel employee, the employee replied, “my pleasure.” Truett thought this difference in showing appreciation provided a large part of the luxury experience.
Interestingly enough, there is no employer instruction to say “my pleasure,” according to a Reddit user who works there. He did say, however, that they are trained to use "elevated language,”.
It seems that this company culture has definitely impacted Chick-fil-a's ambiance in a positive way. Using the word pleasure at all is a brilliant tactic in customer service according to CBS Moneywatch’s Michael Hess in his article, “The 6 Best Words in Customer Service.”
Now I understand why myself and thousands of Americans feel so great when we visit the Chic!