The reason why Chick-fil-A has people outside taking your order is to speed up their drive thru significantly, which is a strategy called line busting.
By having the employees outside with iPads to greet the cars early, taking orders before the menu boards, it reduces bottlenecks and allows the kitchen to prep your food order sooner and it also offers personalized service, even in various weather conditions.
The system moves cars through the Chick-fil-A line faster and handles high volumes more efficiently and improves overall customer experience by decreasing your wait times.
By them starting your order process earlier in the queue, Chick-fil-A reduces the time customers spend waiting in line, which is often the biggest delay in fast food service.
When you say thank you at Chick-fil-A the employee serving you will respond with "my pleasure" which is a core part Chick-fil-A's customer service culture, instead of them saying You're Welcome".
Saying "my pleasure" instead of "you're welcome" is a practice that was inspired by the Ritz Carlton that is meant to make their guests feel valued and create a much more hospitable experience.
The reason why employees don't or can't say you're welcome at Chick-fil-A is because it's a deliberate customer service strategy that was inspired by founder Truett Cathy's experience at the Ritz Carlton, which is done to elevate their service.
Saying "My Pleasure" instead of "You're Welcome" makes customers feel more truly valued and not like they owe you something and it also differentiates them in the fast food market with exceptional personal care which feels like a privilege and not a chore.
Chick-fil-A employees use "My Pleasure" instead of "You're Welcome" as they are trained to say "My Pleasure" instead of "You're Welcome which is for elevated service as it's a small phrase that signals a higher level of hospitality, making their guests feel like VIPs.
Truett Cathy the founder of Chick-fil-A noticed that Ritz-Carlton employees used the phrase "My Pleasure" and wanted that same feeling of special treatment or his customers at Chick-fil-A.
Saying "My Pleasure" instead of "You're Welcome" sets Chick-fil-A apart from their competitors, and becomes a key part of Chick-fil-A's identity.
Saying "My Pleasure" also conveys that serving their customers is not a burden, but instead is a joy, which reinforces the idea that customers are appreciated.
And over time, it's also become an unwritten and sometimes written rule, with the Chick-fil-A employees being trained to use the saying of "My Pleasure" to use it as a core part of the "Core 4" service standards.
The saying "You're welcome" can also sound indifferent or imply a transaction, while saying "My Pleasure" suggests a genuine enjoyment in helping, and removing any feeling that the customer is indebted.