Comments on: A tale of two experiences…

By: don

don — Fri, 05 Feb 2010 23:35:48 +0000

It is amazing BUT true what you have stated. The other day, I eat with my wife at a “Rudy Tuesday” at
1 PM on a Thursday. We were NOT greeted at the door. We stood by the host stand for no less than
7 min. before a server came by and showed us a table. By the way, did not say hello or sorry about about our wait. After looking at the menu, we ordered an entree and salad bar. We went to the salad bar and waited for some plates – which was longer than needed to be. The server told us the other plates were dirty. (Some impression) After standing there 5 min. we went back to our table and waited until they finally came out with the plates. They only had three other tables in the restaurant at the time. The salad bar was missing some items. We finished the salad and had to wait another 15 min. beyond for two med. cooked Hamburgers. Then waited without seeing a manager or server come back by to see if everything was good for another 12 min..The hamburgers were totally dark red in the middle. My wife couldn’t eat hers. I can see why they only had three tables for lunch. And YES, we HAVE NOT been back to any “Ruby Tuesday”. Total time at the restaurant 1 hr and 40 min.- unbelievable. I would have left the restaurant, But my wife didn’t want me to say anything. Keeping with their MO, they didn’t ask how the dinning experience was when I paid. And No, I didn’t leave a tip, which is most unusual for me. I emailed their corp. headquarters, and you guessed it, I didn’t hear anything back from them, too.

By: Tom

Tom — Fri, 29 Jan 2010 19:44:57 +0000

I don’t know why your suprised its all about the market, indy depends on repeat customers and it doesn’t have the traffic that the orlando market has(also the repeat traffic its disney world) your not going to put your best manager in a market like orlando. your going to test to see if they will become your best managers. also, when generating leads and new customer at a rate in orlando you don’t have to be on your a game. you have business by defualt. The mortons name carries the market. I,ve seen a simular patterns in hawaii.next time compare sacramento to indy and see what the results will be.

By: Scott McKain

Scott McKain — Fri, 29 Jan 2010 13:34:46 +0000

Jim, that’s a great question…and, honestly, right now the answer is “no.” I WILL, however, continue to dine at the other Morton’s where I have had terrific experiences — which is EVERY other one. They have done an awesome job at every other location. However, if you read Brad Plumb’s post above, you’ll see that wasn’t the case with his experiences in Kansas City.

So…if you’re in Orlando and don’t travel much…100% of your understanding of Morton’s is based upon the experience you received there! Same is true in KC, as noted by Brad.

That’s why it is SO important for every organization to emphasize that every customer receive a UCE at every location in the entire company!

Thanks for a great question and comment!!

By: Scott McKain

Scott McKain — Fri, 29 Jan 2010 13:31:30 +0000

Wow, Brad…that’s a perfect insight into how technology must be accompanied by the human touch! We can spend out the wazoo on the bells and whistles, so to speak, however if we don’t provide the experience that customers are seeking, it’s all for naught.

Great comments…thanks so much!

By: Brad Plumb

Brad Plumb — Wed, 27 Jan 2010 21:50:41 +0000

Over the years I have worked numerous dinner meetings for pharmaceutical companies in the Kansas City area. A few years back Morton’s appeared to have a corner on the market when they brought in their own satellite network allowing one speaker to present remotely to all Morton’s in the chain. This was ideal for rolling out new product or having the doc that wrote the book train the locals.
The money invested in technology would have been better spent on training their staff. My servers had a history of disappearing for extended periods, especially after the entrée was served. Even the GM couldn’t find them. Interesting that this phenomena was never replicated at any of the other restaurants I worked. It is no great surprise that the Morton’s in Kansas City has subsequently closed. I wonder if they ever found all of their employees.

By: Jim Moran

Jim Moran — Wed, 27 Jan 2010 19:58:35 +0000

Scott-

Will you go back to the Morton’s in Orlando? Your story also points out that the staff follows the lead of the manager. I’m sure Morton’s has training in place for all of it’s employees and tries to replicate the outstanding service you receive in Indianapolis at their other locations. The Orlando manager has lead his staff astray of the Morton’s standard. Employees will follow a bad leader as well as a great one.

Love your stories and examples of UCE!