Quantcast
Jump to content

As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

Morton Steak House Experience


Recommended Posts

I took my wife to Morton’s Steak House last Saturday to celebrate our wedding anniversary. The experience was a lesson in customer service.

 

I made a reservation in advance for 6:45, as I walked through the door the receptionist greeted us with a big smile and said, “Welcome to Morton’s Steak House”. She then asked if we had a reservation and I replied,” Yes, 6:45”. She said, “Oh, Mr. and Mrs. Marconi, please follow me, the maitre d' is waiting for you and will seat you. The fact that she knew who we were immediately made us feel special.

 

As we walked with the maitre d’ he asked us if this was a special occasion. I told him my wife and I are celebrating our 32th anniversary. He paused for a second and congratulated us. He then seated us, took our drink order and told us that Henry, our server for the evening, will be over in just a moment.

 

Henry also greeted us with a big smile and reviewed the all that Morton had to offer; from the appetizer to the main course to desert. He then handed us our menus and at the top of the menus in bold writing was the following: “Happy 32th Anniversary Mr and Mrs. Marconi”. What an impression this made on my wife and I!

 

A little later waiter took our photo and came back shortly with the photo in a card.

 

Now this is customer service. It’s all about the experience. The rest of the evening went great, the food was great and of course I left a nice tip.

Link to comment
Share on other sites










I took my wife to Morton’s Steak House last Saturday to celebrate our wedding anniversary. The experience was a lesson in customer service.

 

I made a reservation in advance for 6:45, as I walked through the door the receptionist greeted us with a big smile and said, “Welcome to Morton’s Steak House”. She then asked if we had a reservation and I replied,” Yes, 6:45”. She said, “Oh, Mr. and Mrs. Marconi, please follow me, the maitre d' is waiting for you and will seat you. The fact that she knew who we were immediately made us feel special.

 

As we walked with the maitre d’ he asked us if this was a special occasion. I told him my wife and I are celebrating our 32th anniversary. He paused for a second and congratulated us. He then seated us, took our drink order and told us that Henry, our server for the evening, will be over in just a moment.

 

Henry also greeted us with a big smile and reviewed the all that Morton had to offer; from the appetizer to the main course to desert. He then handed us our menus and at the top of the menus in bold writing was the following: “Happy 32th Anniversary Mr and Mrs. Marconi”. What an impression this made on my wife and I!

 

A little later waiter took our photo and came back shortly with the photo in a card.

 

Now this is customer service. It’s all about the experience. The rest of the evening went great, the food was great and of course I left a nice tip.

First off "HAPPY ANIVERSARY TO MR. AND MRS. MARCONI" ! ! Sounded like a great evening with the Mrs.

But that doesn't mean I'm pulling out a camera ... taken pictures of my customers... or leaving notes on the dash board.... Great at a resturaunt... I'm not too sure it would work at the shop. LOL But, hey, I'm game for anything... once. You know the big thing about the evening at the resturaunt... was the feeling you left with... no matter what mood you were in when you got there. that's what counts. Maybe that's the thing to work on at the shop.... or maybe we should all just hire Henry.... LOL

Link to comment
Share on other sites

First off "HAPPY ANIVERSARY TO MR. AND MRS. MARCONI" ! ! Sounded like a great evening with the Mrs.

But that doesn't mean I'm pulling out a camera ... taken pictures of my customers... or leaving notes on the dash board.... Great at a resturaunt... I'm not too sure it would work at the shop. LOL But, hey, I'm game for anything... once. You know the big thing about the evening at the resturaunt... was the feeling you left with... no matter what mood you were in when you got there. that's what counts. Maybe that's the thing to work on at the shop.... or maybe we should all just hire Henry.... LOL

 

Gonzo, I agree. I don't think pulling a camera is what we need to do either. Although, maybe a special occasion, like when a customer reaches 200,000 miles on a car you have kept alive.You can put that on a Wall of Fame or on your website?

 

But, you are right, it's the feeling that my wife and I left with and that IS something we need to think about and make sure that our customers walk away with that warm and fuzzy feeling.

Link to comment
Share on other sites

Thank you for the great story in customer satisfaction. My question is this? When you enter a Morton's Steak house there is a certain amount of "expectation" due to the price that you will pay. Do you think that has anything to do with the customer service? How do you think that an experience like this would be beneficial to our line of work? What would do you different?

Link to comment
Share on other sites

Thank you for the great story in customer satisfaction. My question is this? When you enter a Morton's Steak house there is a certain amount of "expectation" due to the price that you will pay. Do you think that has anything to do with the customer service? How do you think that an experience like this would be beneficial to our line of work? What would do you different?

 

Absolutely! I think if I received anything less the exceptional service I would have perceived this as a somewhat bad experience. If you think about, when we go to McDonalds, we know exactly what we are getting which is in line with what we are paying. At McDonalds, the food is bad, the people are not friendly, and you have to clean up your own table….but that’s McDonalds.

 

I think to really learn from this lesson, we need to ask ourselves: If we can deliver exceptional service and WOW the customer, could this help us with sales and with pricing? I believe it can.

 

My customer area and bathrooms are immaculate. My customer bathroom has flowers and paintings on the wall, tile floor and gets cleaned twice a day. My customer service area always has fresh coffee with cookies or pastry. I also empress upon my service advisors to smile and provide the very best in customer service. I do think this makes a difference.

 

The customer cannot see the wonderfull brake job you just finished, but they will judge you on what they CAN see, and that's at the front counter and customer service area.

Link to comment
Share on other sites

Thank you for the great story in customer satisfaction. My question is this? When you enter a Morton's Steak house there is a certain amount of "expectation" due to the price that you will pay. Do you think that has anything to do with the customer service? How do you think that an experience like this would be beneficial to our line of work? What would do you different?

[/quote

 

Brake jobs, front end work require a 15% tip

all other repairs a 22% gratuity is encouraged... LOL

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By carmcapriotto
      We are wrapping up our 3 part series with Bob Cooper and the Q&A discussion with a customer panel at the 2022 Elite Invitational. Chris Monroe joins us as we discuss websites, google ads and cause marketing. Don’t forget to download your complimentary Customer Care Guide and an Owners Job Description Guide by going to eliteworldwide.com/ARN or find the link in the show notes.  Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Chris Monroe, Monroe Tire & Service, Shelby, NC. Business Development Coach,  Elite Worldwide, Elite Top Shop 360. Listen to Chris' other episodes HERE   Key Talking Points
      Watch Full Episode on YouTube HERE Websites - What they look for on websites: years in business, pictures of shop/employees (nonstock photos), connection (dogs, kids etc), phone number and email address, reviews, attraction to family business What didn't they say? Price, list of services Google Ads - Their use of the paid Google ads found at the top of search results- they do not consider them as recommendations. Consumers want to do their own research Cause Marketing - powerful but not a top priority to sway decisions, encourage referrals, and find a cause you believe in to be involved with. Complimentary Elite Customer Care Guide Template HERE. Link to Part 1 Link to Part 2
      Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Guest Host and Shop Tour with Todd Cole, TC Auto Service, Corpus Christi, TX. Four years ago Todd left his medical sales job and became the new owner of TC Auto Service.
      Todd Cole, TC Auto Service, Corpus Christi, TX.
      Key Talking Points
      Was in medical device sales but looking to make a change. His great grandfather, grandfather, and father were all in the automotive business Was a customer of the business and bought the business from the owner (who was 80 years old) Senior tech has been with the business for over 30 years- loves to teach and help others, maintains quality. He is a mentor for apprentices.  ‘Running out of concrete' as they started growing- purchased satellite location  7 lifts total Look at productivity by technician weekly- scoreboard with names listed, fun competition Drive through lanes with vehicles- 3 lanes  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
       

      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      We are on Part 2 of our 3 Part series about customer perspectives with Bob Cooper. In this episode, Bob asks a panel of consumers at the 2022 Elite Invitational in San Diego about pricing competitiveness and how to recover when something goes wrong with a customer experience.
      Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Darrin Barney, VP of Operations, Elite Worldwide. President of Barney Brother’s Off-Road and Repair, Grand Junction, CO. Listen to Darrin’s previous episodes HERE
      Key Talking Points
      Pricing and Competitiveness: pricing is based on other businesses, economics/market conditions/competitors, sales force determination, and dealership prices. They do not understand where the price comes from.  Price comparing: asking why it's a considerable difference, asking to match the price, questioning labor prices, see a breakdown of prices. Be competitive, but you don’t need to match. Charge appropriately for your shop. Recovery- KIA EV battery issues- irritated loaner was a gas vehicle, KIA wrote check to cover gas during time they had car (for few months), “fix the problem so well they cant wiat for it to happen again.” KIA was understanding of their individual customer. Have a plan/procedure in place. Have a ‘discount’ budget to use- empower your people. LISTEN  Have the right people in place Complimentary Elite Customer Care Guide Template HERE  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Customer amenities aren’t just a snack bar and some coffee k-cups. It takes more to deepen a relationship.  My panel of shop owners goes beyond the free wifi and beverages to really wow their customers and make that lasting impression. Amenities are your ultimate marketing tool for your business. Take Note!
      Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE
      Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE. Key Talking Points
      Why Amenities- loaner cars, coffee, tea, branded water bottle, free wifi, hand sanitizers, ice scrappers, little things make a big difference. Customer experience- ‘be so good they won’t forget you,’ it’s your ultimate marketing tool. Customers expect the repair to be done correctly, but what gives them a lasting impression? As an owner, show your team members and vendors the same amount of service as you do your guests FORD- family, occupation, recreation, dreams Any car seat gets a buckled bear in the car seat by technicians- notes are saved in a customer file Wow Budget- empowered employees Swag- normally under $1, $30-40 swag bag for VIP customers “Any way you slice it, we’re grateful for you” $1 pies for customers with VIP card “Thanks for being the heart of our business” Valentine’s day mug of treats “Thanks for making our spirit’s bright” Christmas Candle “We like the way you roll; thanks for coming in.” Tootsie roll  
      Connect with the Podcast
       
      Aftermarket Radio Network
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com       Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
      Click to go to the Podcast on Remarkable Results Radio
    • Advertise your services or products to passers-by attracting them towards your business
    • By carmcapriotto
      In this episode, we are jumping into the mind of your customer. From their perspective, do they prefer to use the term mechanic or technician? Ask a customer … How much do they think a mechanic/technician earns? What is your customer's opinion on a service advisor having visible tattoos or smelling like cigarettes? Bob Cooper asked these questions to a panel of consumers at the 2022 Elite Invitational in San Diego, and their answers will certainly surprise you. And more importantly, what should you do in your business having this knowledge?
      Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE
      Bill Greeno, Quality Automotive Servicing, Truckee, CA. Bill’s previous episodes HERE
      Key Talking Points
      The consumer panel- you’re ideal customers, 3 from the dealership, 3 from independent   No matter how well your customers love you, they could love you like a rainbow, but there are some things that they will never ever tell you. How do we get inside of their minds and how do we learn? What's really important to them? How much a technician mechanic makes per hour? We need to get the perception and reality that people need to know you can earn a really good income in this industry  Be aware that you're gonna have a lot of customers that come in and may never come back if they smell smoke on your advisor or on any of your people and in their car. It's all marketing- align your image. Use surveys and programs to tell you what is important to customers Would you say mechanic, or would you say a technician?  Both of those terms, mechanic and technician, have a role in our industry.  A technician is a person employed to look after technical equipment or do practical work in a laboratory, an expert in a practical application of science or a person skilled in the technique of an art or craft technician. Examples of technicians are theatrical technicians, school, laboratory technicians, engineering technicians, laboratory technicians, electronics technicians, x-ray technicians. Mechanic is defined as an artisan skilled tradesperson who uses tools to build, maintain, or repair machinery The more we could bring the, the communication and the understanding between the customers and the technicians and the industry closer together, the more successful we'll be, and when it comes to SEO, just imagine what's gonna happen to the shop owners that start embedding mechanic What are some of the things that you could do to really. Make that customer go, you know what? I'm in the right place. I'm dealing with the right people Complimentary Elite Customer Care Guide Template HERE  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors










×
×
  • Create New...