Thank You Customers

There is a small, award-winning burger franchise call Five Guys Burgers & Fries. Their menu consists of basically four things: burgers, fries, hot dogs and soft drinks. No breakfast, no salads, no chicken and no wait staff. Their products don’t have names like “Whopper” or “Big Mac”. They’re call “hamburger” and “bacon cheeseburger”. Everything is cooked to order so it’s fresh and hot and the team behind the counter operate like a well-oiled machine with a clear focus on delivering a great product. They know that you come in hungry so while you are waiting for your meal, they have cases of roasted peanuts to crack open and munch on.

I went to Five Guys tonight to pick up dinner for the family. While I was chowing down on peanuts by the cash register, one of the employees was sweeping the area of spent shells. As she approached me, I started to move away to give her room, but she stopped me and said, ” You stay right there. You’re the customer”. So I did for a minute, but then moved over to the pickup counter. That’s when I saw this sign:

As customers, we interact with lots of organizations every day. Some of those experiences are bad and most are unremarkable, but occasionally you have a really great experience. I suspect that the organizations that really deliver have at their foundation, something like this baked into their cultural DNA.

Organizations can make all kinds of operational adjustments in the quest to deliver a better experience, but without a culture that gets this simple idea, they will not succeed.

What do you think? Think about some of your best customer experiences. Do those organizations get it?

2 comments so far

  1. […] I just found a great blog post on Doug Meacham’s NextUp about Five Guys Burgers and Fries; check out the Thank You Customers sign he included.  You rock, […]

  2. Becky Carroll on

    Doug, I love this sign! Those businesses that will survive the tough economic times are the ones that “get it” when it comes to customer experience.


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

  • Recognition

    Alltop, all the cool kids (and me)

    Top Customer Service Blog
    Online MBA Rankings
  • Recent Comments

    SEO Tips on $2000 a Year
    trim.ws on $2000 a Year
    visit koh samui thai… on $2000 a Year
    Lori on $2000 a Year
  • Top 10 Posts

  • Amazon Apple Best Buy Blogging Brand Engagement Brand Management Circuit City Co-Creation Content Conversations Customer Experience Customer Made Digital Home Disruption Entertainment Experience Economy Gaming Generation C (ontent) Global Connectivity Greatest Hits Innovation Lifestyle & Leisure Loyalty Marketing & Advertising Microsoft MP3 orthodoxies Power to the Pocket Retail Retail Close to the Customer SecondLife Sensors Services Simplicity Social Media Social Networks Sony Techno Wars Telecom The New Media This Changes Everything Uncategorized Virtual Life Wi-Life Youth
  • RSS Archive Favorites

  • Where Are You?

    Locations of visitors to this page
  • Archives

  • Next-Up

  • %d bloggers like this: