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Chick-fil-A Borrows Tactic From Ritz-Carlton

It may seem like the two brands have little in common, but Chick-fil-A employees sometimes emulate workers at The Ritz-Carlton. Two decades ago, the fast food company prompted employees replying to customers who thanked them by saying “my pleasure” instead of “you’re welcome.”  The polite response “fits into Chick-fil-A's positioning as a chicken sandwich chain with hospitable service, along with putting flowers on tables and employees going outside to take customers' drive-thru orders while they wait in their cars,” per CNN Business.

Read the whole story at CNN Business »

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