The Crumbl Cookie Story That Created A Raving Fan
I work at an amazing digital marketing agency called Lemonade Stand. It just so happens that our office is just a couple blocks away from a Crumbl cookie shop. It also just so happens that our agency sends out hundreds of these Crumbl cookies to our clients and prospects just about every week. So… the founders of my company were obviously ravings fans of Crumbl cookies when I got there, but it wasn’t until I had the following experience that I too became a raving fan of the company as well. My experience went like this:
I was driving home after a long 18 holes of golf up Hobble Creek canyon in Utah. The only thing I could think about was how excited my wife was going to be when I showed up with her favorite treat in the entire world…… the “Biscoff Lava” cookie from Crumbl.
To her, there is nothing on the face of planet earth that will beat the flavor of this cookie. So on my way home I stopped by the nearest Crumbl to our house to pick up some lava filled goodness so that I could surprise my wife, but right when I walked in the door they had just pre-sold not only the next batch that was already in the oven, but the next 3 batches of the Biscoff flavored cookie!
The employees told me that it would be around a 30-minute wait until I could get my hands on one. I only live about 4 minutes from the store, so I told them that I would run home, grab my wife and bring her back later to get a cookie. So, I went home and told my wife what had happened and that I wanted to take her back to get her a cookie. We hopped in the car with our dinner in hand so that we could eat it as we drove to get a cookie.
The whole drive over all she could talk about was how excited she was to eat her Biscoff Lava Crumbl. When we got there, my wife wanted to stay in the car, so I jumped out so that I could go in and order her treat. When I walked back in the store, I noticed that it was the same two girls working, so I said, “I’m back!” and right as I did, one of the girls looked up and said, “I’m so sorry…… that guy walking out the door just bought our last Biscoff cookie of the night.”
Crumbl Cookies Customer Service
The employee felt so incredibly bad that I had been in the store twice within an hour and I still couldn’t get my wife her cookie, so she gave me 3 coupons, each redeemable for a free “box” of cookies (4 cookies in a box). After saying thank you a million times to the employees for their generosity and willingness to work with me even when they didn’t owe me anything, I stood there debating whether or not I should just buy a different flavored cookie to wrap up the night. I ended up going back to the car without any warm cookies.
After telling my wife the bad news (no Biscoff) and the good news (3 free boxes) we decided that we wanted a cookie anyway, so I went back in for the third time that night to order one single regular chocolate chip cookie. Instead of being upset that they couldn’t get rid of me, like I know some people would, they were over joyed that I was back and they were ready to serve me however they could.
I ordered my cookie and both employees walked back to the heating oven where the warm cookies are kept and as they were back there, I could see them chatting but didn’t think anything of it. When they came back, I had my card out ready to pay, and with all intentions to leave them a generous tip for being so kind. The employee walked up to the counter, handed me my cookie, but never rang me up on the register. She looked at me and said “this one is on us, don’t even worry about it”, so after thanking them a million times over, again, I walked out of the store for the final time, at least for that night.
When I jumped back in the car I told my wife the whole story and how they had been so incredibly nice to me even though I had been in their store taking up their time three different times that night and how at the end of it all, they gave me a free cookie just to top it off! We started down the road and I handed my wife the cookie, and as she opened the box, she said “oh you got two!”. Come to find out that the employees hadn’t only given me one free cookie, they had snuck two into the box that was only supposed to hold one! Once my wife and I got home we couldn’t stop talking about how this one night, and two over the top thoughtful employees had turned us into lifelong Crumbl customers.
Crumbl Exceeding Expectations
I had gone in expecting to pay for 1 cookie and came out with 14 free cookies between the 3 free boxes and 2 chocolate chips that night! Looking back on this experience has made me truly appreciate how awesome Crumbl is as a company.
It is these types of experiences that cause people like me and others to become raving fans of a brand. I don’t know what the cost of those cookies were that they gave away to me… but I do know that this one single act of amazing customer service has turned in many hundreds of cookies being sold to myself and others. My company, Lemonade Stand, sent thousands of Crumbl Cookies out to it’s customers and team members.
As Crumbl continues to “WOW” us, we continue to tell their story! It’s the most basic, and yet the most effective form of marketing that there is!