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The Jimmy John’s guy came back with a bag of chips

Screen Shot 2012-02-06 at 7.56.36 AMSomeone 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.

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