Chick-fil-A is dominating the fast-food industry. The company generates more revenue per restaurant than any other fast-food chain in the United States, according to QSR magazine.
Chick-fil-A's average sales per restaurant in 2014 was $3.1 million. Its fried-chicken competitor, KFC, sold $960,000 per restaurant that same year.
Despite its relatively small size - and the fact restaurants are closed on Sundays - Chick-fil-A also ranks highly in terms of its total sales. The chain generated nearly $5.8 billion in revenue in 2014, making it the eighth-largest fast-food chain in the country.
So what is the secret to Chick-fil-A's success?
Beyond the food, which gets high ratings from customers like me, many analysts point to Chick-fil-A's exceptional service and consistent use of positive phrases such as “my pleasure.” That refreshing approach distinguishes Chick-fil-A from its competitors, highlighting the importance of the little ways you communicate with customers.
When customers call, email or chat online with customer service representatives, they have come to expect to most likely get mediocre to horrible service. Of course, what you do can be as important as what you say. But your choice of words will have a significant effect on the way the customer hears what you're saying, and consequently the way he or she feels about and reacts to it.
Here are some of our favorite active, enthusiastic, genuine and upbeat words that could dramatically change the way your customers react to conversations, e-mails and text chats.
They are ridiculously simple, yet powerful tweaks to the normally bland, predictable language of customer service: