Series on Customer Centricity: Morton’s Steakhouse’s Surprise

This is a fun story! It’s also a clear reminder that many of the most fondly remembered service stories are the ones that come out spontaneously. This story certainly fits the bill, and it is bound to inspire you to take some extra time to surprise a valued customer every once in a while.

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Peter Shankman knows a thing or two about customer service. As an author, consultant and speaker on the topic, it’s safe to say his standards are high. While at an airport, Shankman realized that if he didn’t grab a bite to eat he’d be stuck riding the plane back on an empty stomach. Not one for fast food, Shankman took a shot in the dark and jokingly tweeted to one of his favorite restaurants, Morton’s, asking them if they would deliver him a steak!

Peter Shankman ✔ @petershankman: Hey @Mortons – can you meet me at newark airport with a porterhouse when I land in two hours? K, thanks. 🙂 Even though he’s a longtime customer of the steakhouse, Shankman admits that he had no expectations when he sent out the tweet. After all, who ever heard of steak on wheels?!

To Shankman’s utter disbelief, one of Morton’s staff drove 23 miles to the airport to greet him with a full meal: Peter Shankman ✔ @petershankman Oh My God. I don’t believe it. @mortons showed up at EWR WITH A PORTERHOUSE! “He proceeds to tell me that he’d heard I was hungry, and inside is a 24 oz. Porterhouse steak, an order of Colossal Shrimp, a side of potatoes, one of Morton’s famous round things of bread, two napkins, and silverware.” –Peter Shankman

One of the most interesting things about Shankman’s story is that he admits that this “stunt” was meant to be out of the ordinary … and that’s completely okay.“Customer service isn’t about telling people how awesome you are, it’s about creating stories that do the talking for you.”

This is a stellar example of doing exactly that, and Morton’s deserves all of the attention they received (and more) for making it happen.

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