The Best Social Media Customer Service Story. Ever.

August 25, 2011 at 8:43 pm 4 comments

I recently came across this story while searching for fun social media customer service examples to put into a presentation for my company. I almost fell over in my chair at the genius of what I found. Presenting: Morton’s Steakhouse.




Last week, when Peter Shankman (founder of Harpo) jokingly tweeted that he would love to have a Morton’s Steakhouse porterhouse waiting for him when he landed at the Newark airport, he had no idea what was about to happen. He tweeted to the official @morton’s Twitter account and made his way onto the plane. Little did he know, the social media department at Morton’s was actively monitoring tweets at the time and spotted his straight on.



Morton’s could’ve let this tweet go and responded with a simple, fun comment back. But, they went way farther, and I mean waayyyyy farther. They scrambled to get corporate approval to bring Mr. Shankman what he wanted. They ordered a porterhouse steak at a Morton’s restaurant about 25 miles away from the Newark airport.

The social media team tracked down Shankman’s flight, figured out the gate where the plane was landing and got a tuxedo-dressed server to wait at the baggage claim for Shankman. Now that’s first class service.

Here’s what happened:











Hundreds of tweets followed. Here are just a few:

Shankman was shocked to find the server waiting for him (wouldn’t you be?!) and gave Morton’s the ultimate form of flattery by Tweeting all about them and writing on his personal blog. This guy is no peanut, he’s an influencer, a serious influencer.

Shankman’s happiness caught on like wildfire, landing a story on Yahoo news,, Huffington Post, Gothamist, Jaunted and hundreds of other blogs. With his over 100,000 Twitter followers, a blog post, and thousands of social media/marketing people wishing they had thought of this themselves, Morton’s must celebrating big. With a porterhouse steak…


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4 Comments Add your own

  • 1. lizzie  |  August 25, 2011 at 9:52 pm


  • 2. Jennifer B  |  August 26, 2011 at 8:27 am

    Ha- that’s awesome!!

    • 3. ilovelovee  |  August 26, 2011 at 9:21 am

      I know–it blew my mind!

  • 4. e@thisnotedlife  |  August 30, 2011 at 5:49 pm

    thats a great story


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A marketing gal's journey through life as a young professional. The storyline includes heart flutters, hiccups and happiness along the way...with one big spoonful of creativity in each chapter. I'm also the founder of Young Women in Digital, a Boston-based group for digital marketers to mix and mingle at pressure-free, fun events around the city!

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