Archive for August, 2011

We never take for granted that there are a lot of steakhouse options from which to choose.  So when a guest chooses Morton’s, we strive to exceed their expectations and make them feel like the most important person in the restaurant.  When we get guest feedback that recognizes our pursuit of warm, genuine hospitality, it tells me that our efforts are paying off.  But our work is never done, and each day brings with it countless new opportunities to “wow” our guests and make them feel at home in our restaurants.

I wanted to share some excerpts from recent guest feedback…each one telling a different story, and each one equally important.

“Incredible. One of the best places in Brooklyn. We were coming from Fort Greene and couldn’t figure out the location, having passed it so many times coming off the Bridge. Called and spoke with the hostess while we were in a car service – she had the manager take the call. He explained to my husband to get out of the car, because walking to the restaurant would be easier. Guess what? He met us a few blocks down to show us the way! I cannot get over the great customer service, incredible food, great waiter…the overall experience was terrific.”

“I’m not a letter writer, but I want to share this with you. I have spent a lot of time in Detroit lately on business and frequent your Troy location for dinners. I grabbed a cab and went over to Morton’s on my way to the airport.  After a great dinner, I called for a cab while I finished my wine. After a half hour or so, still no cab. The bartender calls the cab company and he’s told it will be 15 more minutes. I have a 7:50pm flight to Los Angeles and its 6:15pm. It’s an hour drive to the airport, I figured 6:30pm would be cutting it close, but we all thought I’d make it. So 6:30pm came and went, still no cab. So your staff began calling any car service they knew of for me. My anxiety grew as I had to be at a job at 7am the next morning in LA, and my 7:50pm flight was the last one out of Detroit. After 10 more minutes and no luck, I figured I was really in trouble. About that time, a gentleman walked up and introduced himself as Gray Jackson, the regional director of operations. He grabbed my bag and said he was taking me to the airport. He got me there at 7:43pm, and I got to the plane as they were closing the door. I can’t stress enough the fall-out for me if I had missed that flight and not been on that job the next morning. You have spectacular employees. As a business owner myself, I truly realize how important that is.”

“My husband and I passed the dessert cart on our way out of Morton’s in Jacksonville, simultaneously remarking we each regretted not having one. The General Manager was standing nearby and overheard our conversation. He asked us to wait while he went to the kitchen. He returned with a complimentary chocolate cake to go! What an incredibly simple yet significant act of customer service. I take that back; it was beyond customer service – it was first class.”

“I have to give outstanding compliments to the chef at White Plains, NY. I am not your ‘stereotypical’ fine dining customer, but I went with several people from work. I enjoy my steak well-done and smothered in barbecue sauce and pepper. I was slightly dismayed to discover that is not how one eats that kind of steak, but I asked for some anyway. Our waiter then spoke with the chef, and he agreed to make me some barbecue sauce. (Much to the chagrin of the others in my party, who thought I was nuts for befouling a piece of meat like that). I must say the chef made THE best barbecue sauce for me; if it were bottled and sold I would buy it exclusively. Even the others accompanying me tried some and all agreed it was fantastic and concurred with my sentiments. I just wanted to take the time to praise the Chef and waiter who made that possible.”

“Our family entered Morton’s in Sacramento to have a late lunch. Upon entering we were informed by one of the staff that the restaurant was not open for service. A few minutes later we were greeted by the General Manager, Neil Swinney, who warmly welcomed us. He graciously offered us appetizers and we smacked our lips the entire time while conversing and laughing with Neil and his staff. We received “first-class” customer service and even though we were the only ones in the restaurant. We felt welcomed and most importantly, not a burden. Mr. Swinney demonstrated genuine interest and concern in us that is truly rare these days.”

“Over the past few years, I’ve developed an affinity for Morton’s steakhouses, and if I’m doing business in a city which has one, I’ll try to schedule a dinner there if I can. I’m a frequent diner, and Morton’s knows it. They have a spectacular Customer Relations Management system in place, as well as a spectacular social media team, and they know when I call from my mobile number who I am, and that I eat at their restaurants regularly. As we were about to take off [on my flight], I jokingly tweeted the following: Hey, @Mortons – can you meet me at newark airport with a porterhouse when I land in two hours? K, thanks. Walking off the plane, I headed towards the area where the drivers wait. Looking for my driver, I saw my name and started walking to the door.  “Um, Mr. Shankman,” he said, “there’s a surprise for you here.”  I turned to see that the driver was standing next to someone else…then I noticed the “someone else” was in a tuxedo.  And he was carrying a Morton’s bag.   Alex, from Morton’s Hackensack walks up to me, introduces himself, and hands me a bag. 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.  He hands me the bag. I. Was. Floored.”  (Click here to read this story in its entirety)

Should we have the honor as being your chosen steakhouse, it would be our pleasure to make your next special occasion, or just a “regular” night out, one to remember.  And if you would ever like to share your experience at Morton’s, good or bad, please give us your feedback. Visit our Facebook page to post a comment or check out what our guests are saying.

We look forward to hosting you or hearing from you soon!

Chris Artinian
President and CEO
Morton’s The Steakhouse