3 Amazing Customer Service Stories – and How You Can Learn From Them

The most story-worthy steak of all time?  The award might go to Morton’s Steakhouse, who used Twitter intelligence to deliver a remarkable customer service moment to one very surprised customer.  Like Morton’s Steakhouse, the best customer service organizations are delivering story-worthy experiences by establishing operational customer service initiatives.  In this series, we’ll look at great stories from companies like Morton’s, Zappos, and Trader Joe’s to help you find ideas to take your customer service to the next level.

1.  Morton’s Steakhouse and the Porterhouse Steak

Last August, CEO and entrepreneur Peter Shankman jokingly tweeted before a flight,  “Hey @Mortons – can you meet me at Newark airport with a porterhouse when I land in two hours? K, thanks. :).”

Can you guess what happened?  Upon landing in Newark, Shankman was greeted by a Morton’s Steakhouse employee who gave him a bag containing a 24 oz. Porterhouse steak and several side orders.  Shankman describes his response this way:  “I. Was. Floored.” (If you want to read the whole story, check out Shankman’s blog post here.  It’s a fun read.)

Shankman is an active blogger, and so this was a savvy move by the team at Morton’s.  They knew he’d tweet and blog about the experience for his sizeable audience. 

But what’s the lesson for a franchise owner?  Your social media outposts are not only for marketing.  They’re also for listening, and if used correctly can become a powerful resource for customer service.  Unlike in the Morton’s story, your customers might not call your business out directly, but they are posting and tweeting about the things that matter to them the most. 

Franchise owner takeaway: Assign someone on your staff to set aside time every week to examine what your customers are talking about on social media.  Use the insights you gain to better tailor the services you offer and the customer experience you create.  And with any luck, like Morton’s, you just might get the opportunity to deliver a WOW customer experience!

The next post in this series will focus on some of the internal initiatives that Zappos uses to drive its highly renowned customer service.  Don’t miss it!

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