There are customers that come into a store, buy a product, and leave⌠no questions asked. Then there are those kooky characters who make some of the most bizarre requests youâre likely to hear. But sometimes, the most amazing thing about a customer request isnât the request itself, but a companyâs response.
“GOING THE EXTRA MILE… LITERALLY”
Take this business consultant in the United States, who before departing on the last leg of a particularly tiresome series of work trips, tweeted at his favourite steakhouse âHey @Mortonâs â can you meet me at Newark airport with a porterhouse when I land in two hours? K, thanks. :-)â Whether he was being serious or not is beside the point.
The point is that Mortonâs turned this tweet into a PR extravaganza. When the tired businessman reached the arrivals terminal, imagine his face when a tuxedoed Mortonâs waiter greeted him with a 24-ounce Porterhouse, shrimp, potatoes, bread, napkins and silverware. This extraordinary response to a mere social media post demonstrates a few things about Mortonâs, and paints a picture of a business that thrives on going the extra mile, or speaking literally, the extra 23.5 miles!
“THE SITUATION STARTED TRENDING WITHIN HOURS”
A team member was monitoring social media â thatâs a given. Up the chain, superiors were willing to approve the idea, then a cook had to make the food and time it for the travellerâs arrival, someone needed to track down flight information to ensure the waiter was at the right location, and the food had to be driven, you guessed it, 23.5 miles. Needless to say, the situation started trending within hours, giving Mortonâs a huge amount of exposure for relatively little expenditure.
Next time a customer asks you something strange, donât fall back on policies or common sense. See if you can take advantage, surprise someone and see where it takes you. Never be afraid of going the extra mile!
– Magnus