How to blow away your customers – do something unexpected

Matt Heller - Performance Optimist

This past Sunday was my first visit to a place in Hendersonville, NC called The Dugout.  My friend Brad and I went there to have some lunch and catch the Patriots game. Little did I know that I would be blown away by the actions of one of the employees.

As you might have guessed from the name, the Dugout is a sports bar.  Lots of TV’s, sports memorabilia on the walls and plenty of “pub grub” on the menu.  When our server, Josh, told us that everything they make is fresh and homemade, I was excited to try to the food.

And it was good. I had the fried green tomato and shrimp BLT.  Yum.

But that’s not the “blown away” part.

At about half time in the game, I asked Josh what they had for dessert.  They only thing they had that day, he said, was a…

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