It’s My Pleasure.

Visit a Chick-Fil-A location, and whether you use the drive-thru or go inside, you’re sure to hear someone respond to you with the phrase, “It’s my pleasure,” almost always delivered with a sincere smile. It may seem insignificant, but it isn’t. It sends a clear signal that theirs is a customer-focused business — that you matter to them, and that they’re pleased to be able to serve you. Of course, it takes more than a phrase to deliver great service, from smart hiring to consistent training and reinforcement. But delivered with a smile, it’s the touchstone of their customer experience. What’s yours? What should it be? What needs to happen to bring that about?