Pick up the Roach...and you can't spell Milo's without "LSE"

As always, if you are unfamiliar with the Pick up the Roach context, please click HERE to read the backstory of the Pick Up the Roach.

Today's topic is all about PLUS UP! - "Leaders do more than expected."

OK...so you can spell Milo's without LSE...but it still makes for a cool headline.

Full disclosure.

I LOVE Milo's.

We did not have these in Florida where I grew up. In fact, some of you reading this may have never heard of Milo's. If you are ever road-tripping through the South, I highly recommend you pull off an interstate and take a lunch break with one of their delicious cheeseburgers with their famous sauce, fries (with Double-O) sauce for dipping, and of course...a large Milo's Sweet Tea!

Yum!

But today's post is not about how great their food tastes.

Today, it's all about their LSE, or what they self-proclaim as their "Little Something Extra."

The first time I ordered a single cheeseburger, I thought they mistakingly gave me a double! I could see that there were two pieces of meat on my burger. I chalked it up to a possible error and enjoyed my meal.

The next time I went, it happened again...

and then again.

The website finally cleared it up for me. This was intentional. This was being done on purpose. This was a strategic plan by the organization to "plus up" the customer experience. The website history reads as follows:

"Milo always cut up extra patties and put an extra piece of meat on top of his saucy burgers. We don’t have a fancy name for it. We call it (cleverly) “The Little Something Extra.” Since 1946, it has served as a symbol of appreciation for our guests, and of respect for the hard work and extra effort of those who made their living in Birmingham’s steel industry."

How great is that?

In fact, this story is placed on table tents all around the restaurant, and you can see one of those below.

Would I still eat there if they did not do this? Probably.

Would the burgers still be great? Yes, they would.

However, it adds value in multiple ways.

1. Everytime I order a burger, I know that I am getting just a little something extra, and it makes me smile.
2. From a historical perspective, I love that a tradition that was started in the 1940's by the original owner is still being carried out by employees today. That creates a connection with me as the customer.
3. Finally, the employees might take this concept of LSE and apply it to other areas of the organization. The LSE does not have to stop with the burger. It can carry over into sales, marketing, employee engagement, customer relations and more. The LSE concept can make its way into every part of the Milo's organization and can be a rallying cry for every level of staff.

What are you doing to add LSE to your organization? It doesn't cost a lot, and can pay huge dividends in your company.

Whether its "PLUS UP - Leaders do more than expected" or "LSE - a Little Something Extra", the concept is the same.

Make sure you go above and beyond for your customers to turn them from infrequent visitors into raving fans.