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Morton Steak House Experience

Joe Marconi
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Gonzo Grand Master

Gonzo

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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

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CARMandP Proficient

CARMandP

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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?

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Gonzo Grand Master

Gonzo

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Posted

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

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