Okay, so anyone who knows me knows I’m not only a Dunkin’ Donuts fanatic…I’m a Dunkin’ Donuts groupie. I can be anywhere in the U.S.A. where a Dunkin’ exists and, if I see it, I stop in for their delicious coffee.
And, on Sundays, two donuts (mmmmmm, donutzzzzz rgrgrgrgrgrgrgrgrgrgrg)
My favorite Dunkin’ store of all though, is in my hometown of Jupiter, Florida. The store manager there is Steve. However, Steve isn’t just a manager. Steve is a leader, he’s a teacher, he’s a developer of young minds. He does such a terrific job with those kids and young adults on his team, it’s awesome to see.
One of the things he does is show them by example how to go out of their way to provide a value-added experience. He makes all his customers feel special. He handles the occasional customer grumbling with diplomacy and class, and looks for any reason to acknowledge a customer, such as recently when a little boy was being sung “Happy Birthday” by his family, he came over with a box of donuts as a birthday gift.
So, when two Sundays ago, I came in just a bit too late for my weekly chocolate coconut donut that I look forward to for the entire six days prior (someone had just bought the last one – D’oh!), his young crew took it upon themselves to make sure I would never be such thusly disappointed again. (Since I said “thusly” we can pronounce “again” as A-Gain).
When I arrived this past Sunday, however, there were again no chocolate coconut donuts. But, just as I saw it, John caught my attention. “The delivery of the base donut didn’t come through so I put something extra special together for you” he informed me. “I took a chocolate honey-dipped donut and put twice as much coconut on it as on your regular donut. I think”, he added, “you’re really going to like this.”
It was delicious. So awesome! Even more terrific than that, though, was the fact that this young Go-Getter/Go-Giver spotted an opportunity to add value to a customer and took it upon himself to do it.
Yep…Steve done good, and so has Dunkin’!