Cathy Truett Quotes

Food is Essential to life, therefore make it good.

Several years ago we added “my pleasure” to the manners chart after we read the book How Did You Do It, Truett? by S. Truett Cathy, founder of Chick-fil-A. In it, Mr. Cathy tells how he studied the methods of five-star hotels and found that workers are required to say “My pleasure” instead of “You’re welcome” when being thanked for something. In essence, one is saying, “Thank you for giving me the pleasure of serving you,” and not, “Yes, it was such a sacrifice on my part. You’re welcome.” He found a direct link between business success and employees learning to treat costumers with the utmost courtesy and respect, and that was one of the principles he adopted for all Chick-fil-A workers.

Businesses are not dishonest or selfish, people are. Thus, a business, successful or not, is merely a reflection of the character of its leadership.

Opportunity presents itself sometimes in unusual situations. What you think is the worst thing turns out to be a good thing. Difficult circumstances challenge people to do things they didn’t know they could do, and in those times when the outlook appears the worst, we find new reasons for optimism.

Sometimes, but not often, I am thoroughly convinced that the decision I have made is the right one, even though it differs from the others, and I will exercise my authority to approve or reject a decision against their wishes. In most cases, though, if we can’t agree on something, a better idea is to table the decision rather than to exercise the power.

If we get better, our customers will demand we get bigger.

If you really aren’t interested in serving others, you don’t need to be in the restaurant business in the first place.