Five Guys — Restaurant in Winston-Salem

Went there last Sat night. Not many people in there but it was kind of later in the evening. Place is clean and fairly open. Walls are loaded with signs about how popular 5 guys' burgers are. In other words, corporate lands a copy of an article or a "top 5 burger list" with 5 guys on it, then slaps it on the wall. Kind of makes you think they are making sure you know just how much street cred they have in the burger world.

Talk about sticker shock. There were 3 of us--2 adults and a teen. Our bill for 2 burgers, a dog, one order of fries and 3 drinks was almost 28 dollars. For a second I thought "whatever I'm out" but knew that would disappoint the family. I have to say, the burger was one of the best I've had in a long time. Definitely the best at a quick service joint. I like the ordering system too...no crazy named burgers. You order a burger and pick the toppings YOU want on it. Very simple and no gimmicks...but it is expensive. Also, if you order a cheeseburger, understand that it is a double. If you want a single patty then get the jr version ( I think that is the name of it).

The amount of fries is insanely huge. The 3 of us didn't come close to finishing the order.

One thing I didn't like was the lack of trays or plates---they don't ask you if your order is "for here or to go". Why? B/c they throw it all in a brown bag no matter what. The fries spilled out everywhere in the bag and that was kinda special seeing how much cash we spent.

Enough said I guess. The food is really good but I can't say it is worth the high prices they charge. Still a fast food place but you pay sit-down...

Today, I arrived at Five Guys to pick up an order I had just placed. After staring at my computer for hours and knowing I had a meeting in 43 minutes, I walked in to find the staff all smiling and enjoying each other's company. They greeted me as if I were part of the team. They updated me on my order, letting me know the fries needed a couple more minutes (side note: I'm impatient and on a time crunch, but I'd rather have fresh fries than not).

They could have left it there, but instead, they went beyond. They offered me a drink at no charge. I grabbed a couple of peanuts, and they even offered me a bag to take some for whoever my other burger was for, again at no charge. It was the turning point in my day and a reminder that customer experience is a sequence of moments. Understanding their journey to your counter and finding small opportunities to delight them is crucial.

As a CX leader, I noticed excellence, and Five Guys on Robinhood Rd was...

Disappointing! Order taker informed me of not having any buns and offered a lettuce wrap for a burger. Not a big deal, so I agreed to it. Got home and no lettuce at all. Also, When picking up the order had to wait 18 minutes. Yes, 18 minutes. They were down to 1 fryer, obviously trying to clean up/ leave early. ( I heard the supervisor tell other customers they have to close early if they run out of buns. It’s obviously happened before.) Workers having a good time, while customers waited. No one interested in getting the orders out, they were too busy breaking down equipment for clean up, Very unprofessional! Will not be going back to the Robinhood location. I’ll take my business to places that value their customers...