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Peak-end Rule: Chickfila

The drive-thru can be a stressful place. You’re not quite sure what you want, there’s pressure from the cars behind you, and you’re afraid your order will be wrong when you finally get your food.

Chickfila, an American fast food restaurant, has eliminated the most stressful points of the drive-thru by introducing humans. The crew members end every interaction with the delightful Chickfila trademark phrase, “It’s my pleasure.”

Chickfila Peak End



More examples of the Peak-end Rule

Peak-end Rule: Chickfila