Actions Speak Louder Than Words

In an Entrepreneur article titled “10 Stories of Unforgettable Customer Service”  author Gregory Ciotti highlights ten unique examples of how exceptional customer service goes a long way. The actions of these businesses provide us with insight into how companies can ensure they keep their customers for life. This week’s story features Morton’s Steakhouse and the action they took for a customer that spoke volumes louder than words.

Story #7: Morton’s Steakhouse is Full of Surprises

“This is a fun one! It’s also a quirky reminder that many of the most fondly remembered service stories are the ones that come out of left field. 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.

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!

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:

‘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.”

Takeaway:

This is a great story about thinking outside the box (BTW, I hate that term!).  Someone sent a tweet to Morton’s Steakhouse on a whim, asking for a steak to be delivered to the airport, and much to his utter surprise, they delivered.  A great example of what my mother always told me: “Actions speak louder than words.”