Five Guys’ Burger Fame Built On Freshness And Customer Satisfaction

It has been six years since Five Guys Burgers and Fries opened its first location in Waterfall Plaza on South Main Street in Newtown and on any given day, families, teens, business people, and senior citizens form a steady line within Five Guys. The line winds from the door, past the sparkling clean counter, and sometimes weaves its way around the row of 50-pound sacks of potatoes stacked in the center of the restaurant. That is because the popular chain restaurant serves up the tastiest burgers and fries in Newtown, says franchisee owner Dana Smith.

One of 1,120 locations in the United States, the 255 South Main Street eatery is owned by the Marona family. It was the first of what will be ten sites in Fairfield County. Current locations include Brookfield on Federal Road, Westport on the Post Road, Norwalk on Westport Avenue, Fairfield on Kings Highway, in the Whole Foods Shopping Center, and opening soon in Stamford on High Ridge Road and the Merritt Parkway. All of the Five Guys stores boast the same practical and open floor plan and are a perfect fit for the markets within Fairfield County.

Dana and her brother Nicholas Marona recognized the success of the Five Guys concept while living in Virginia, where the burger business began in 1986, and convinced their parents to invest in it. Now, she and her brother manage the operations and her parents handle the financial and administrative end of the business. “It’s truly a family business. We are very hands-on owners,” she said.

The 2008 business management graduate of Radford University in Virginia is not surprised by how well received Five Guys has been in Newtown. “We know the concept and quality of the Five Guys burger is great. If you love burgers, you’ll love a Five Guys’ burger,” she said. “The freshness is amazing and everything is made to order. Your burger doesn’t wait for you, you wait for your burger,” she said.

The brief wait is pleasurable though, whether seated at the blond wood tables and chairs arranged in cozy groups throughout the 2,500-square-foot restaurant, or waiting in line, noshing on free peanuts in the shell. There is no need to wander around seeking a trash can to dispose of the peanut shells either, since customers are welcome to let the shells fall to the floor, where staff members regularly sweep them up, leaving the floor with its usual spotless gleam.

Extra seating is available in the adjacent outdoor patio, the perfect place to enjoy fine weather and fine food. Piped-in classic rewind or classic vinyl music from Sirius satellite radio provides the background music, and the cheerful red and white tiles that border the perimeter of Five Guys add to the upbeat atmosphere. Framed reviews of Five Guys’ restaurants from all across the country encircle the dining area, and are worth perusing while savoring a meal.

What sets Five Guys Burgers and Fries apart from other burger joints is the quality, Mrs Smith (formerly Ms Marona) said. Fresh, American ground beef is hand rolled into the nearly four-ounce burgers that deliver a taste punch on every sandwich. Fresh sesame seed buns, baked in Five Guys’ own bakery, are grilled to a toasty brown for each burger. Neither burgers nor buns ever see the inside of a freezer. Five Guys was awarded the Best Burger in Fairfield County for 2010 and 2011 from readers of Fairfield County Weekly, Best Burger from The Best of the Gold Coast Connecticut 2010, and rated Number One Burger in Zagat’s Restaurant Guide for 2010 and 2011.

Starting out with the “little” one-patty burger, or the two-patty hamburger, cheeseburger, bacon burger, or the top-selling bacon cheeseburger, customers can then pile on any of the free 15 toppings. Toppings include relish, raw or grilled onions, tomatoes, lettuce, grilled mushrooms, and jalapeño peppers, as well as A1 Sauce, barbeque sauce, or hot sauce.

Even the toppings are all hand sliced on premises, and grilled items are cooked to order and the open kitchen allows customers to watch their orders progress from start to finish. There are more than 250,000 ways to order a Five Guys burger.

A Five Guys burger would not be complete without a side of the Five Guys style or Cajun french fries. Hand cut from Idaho or Washington russet potatoes, the regular-size fries arrive in a tall cup in a brown paper bag — with enough “leftover” fries dumped on top to equal practically another serving, easily enough to feed two people. Only the very bold or groups of three or more dare indulge in the large order of fries. “We’re known for our fry sizes that are larger than average,” said Mrs Smith. Five Guys receives fresh deliveries of potatoes from one of its many farms.

Five Guys is also a haven for hot dog lovers, where only 100 percent all-beef Hebrew National hot dogs are on the menu. The hot dog buns are without seeds (and can accommodate a reformed burger for those who want a seedless burger bun) and are also available with any of the free toppings, or as a cheese or bacon dog, or a bacon cheese dog.

Customers who forego meat products can chow down on either the veggie sandwich, made up of any of the grilled toppings on a toasted bun, with or without American cheese, or a grilled cheese sandwich.

Along with the top quality product, reasonable prices keep the customer base happy and coming back, said Mrs Smith, “It’s very affordable for families, and we see a lot of them here,” she said.

Five Guys also offers the standard soda fountain offerings, as well as Gold Peak iced tea (both with free refills), and bottled water is always available.

“Our main priority is making customers happy,” said Mrs Smith. “We are looking forward to our continued growth throughout the county, and have been welcomed with great customers with each new store opening,” she added.

Five Guys Burgers and Fries, 255 South Main Street in Waterfall Plaza, is open daily from 11 am to 10 pm. Call ahead to 203-304-1193 for takeout orders, or place an online order at fiveguys.com.