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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

CARMandP Proficient

CARMandP

Posted
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?

Gonzo Grand Master

Gonzo

Posted
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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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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