On a recent business trip I finally met one of my mentors, Jim Donovan. He’s one of the most inspirational people I know. He’s written books and recorded numerous CDs on self-development that can change your life. I’ve known him for seven years or so and was extremely excited to meet him for the first time on a trip through Pennsylvania.
I took him to Five Guys for lunch where they serve the best burger on the planet. If you’ve never been to one of their restaurants, and enjoy quality hamburgers, run -don’t walk- to a Five Guys near you.
We placed our order and while the food was being prepared, we enjoyed each other’s company with classic rock songs like Aerosmith’s “Walk This Way” playing over the centralized speaker system.
Our number was called, we picked up our lunch, added condiments, and returned to our seats. Ahhh the aroma. We dove into our orders, listening to the group, Mountain’s classic “Mississippi Queen,” if you know what I mean. 😉
As I picked up my burger, it felt heavier than it ever had before. I looked inside the bun and there sat two big juicy pieces of beef. I normally get the single.
As I tapped my foot to the lyrics, I wondered “Should I inhale this bad boy or return it?”
Because I’ve been watching my weight, I went to the counter with a smile on my face to say, “I didn’t order the double burger.” “
No problem sir, keep that one and we’ll make you another. Single with cheese, is that right?” the Gen Y cashier said.
I told the young man I couldn’t keep the double, but he insisted and apologized for the inconvenience.
He asked for my credit card, deducted the cost of the original order, and didn’t charge me for the single! That’s called a free lunch. Holy cow! (pun intended)
When’s the last time you shocked or wowed your customer like that? A time you provided such added value that you left them speechless? Times like these are rare opportunities to go above and beyond what is expected. When you create an extraordinary moment for them, you instill a thought like the one I had: “I’d be crazy to do business with any other specialty burger eatery than Five Guys!” (that’s a mouthful)
Following several hours of intellectually intoxicating conversation, Jim and I left the restaurant as Tom Petty’s “I Won’t Back Down” played at our backs.
We walked to his car and Jim gave me complimentary signed copies of his two books. I was pleasantly surprised again!
Lucky me, I was “wowed” twice in the same day!!
So, what will you do today to “Wow” your customer? By having this “Wow” mindset you’ll create long-lasting relationships with your clients that are solid as a rock, just like the ones I have with Five Guys and Jim Donovan.
Photo by Mike Mozart.
How great that had to be Steve. I’ve had that kind of great customer service as well and it always feels so, well, unexpected, and that’s a shame. That’s how it should always be, and it’s too bad that it’s not that way all the time.
Then again, that’s what makes those places stand out, and then impacts us to the point that we look for ways to do that for someone else.
I also gave about Five Guys for Lent. Ha!
Did you just write your comment today, or do you keep changing it? I’d swear I’ve received it at least 3 times by now.
Steve, that’s a great double order of WOW! Or as author Stan Phelps puts it in his terrific new book, “What’s Your Purple Goldfish,” lagniappe: something extra that locks you in as a customer for life.
As you point out, you enjoyed two things at that lunch, one in the form of a free burger, the other as two free books. Not bad!
Focusing on Five Guys: how hard was that? They would’ve had to throw that double burger away, for reasons of the health code – once the customer has possession, you can’t serve it to someone else. You ordered a single, so they had to honor that purchase and not charge you for a double (though a one-star service provider might have argued with you). Fortunately, Jerry and his people understand the value of a free burger from time to time – if you weren’t already a loyal customer and happy advocate, that would’ve made you one!
Thanks for sharing this outstanding story. We can only hope the lesson carries over to other service providers, regardless of the field.
Yes, that was a special day on many levels.
By going the extra mile, Five Guys made me a customer for life. Plus, I’m telling people every chance I get.
That’s smart biz.
Thanks for stopping by Ted. Y’all come back now here?
Great post Steve. Five Guys is a Purple Goldfish Hall of Famer. My personal favorites are the bonus fries and free peanuts. Free refills and free toppings are thrown in for good measure.
Best,
Stan
Thanks Stan.
I’m eating a lot cleaner. You didn’t help any by spelling out what makes them ooooo soooo good. 🙂
I like your blog page.
Hope you come back soon!