Someone in the office ordered a sandwich, and the driver forgot the chips. So he drove back to the restaurant to fetch them and brought them to us.
Most places would have apologized (maybe), or issued a refund or discount. Jimmy John’s probably lost a few bucks in labor costs.
But the extra effort got noticed: 12 people in the office said “wow.” A few folks ordered from them the same day. And everyone is thinking about them and talking about them.
Extraordinary service is always noticed. It’s the true secret to building a phenomenal business.
