Customer Service Story – Steve’s Pizza

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In today’s age, a seemingly small act by a business to its customer has the potential to impact positively or negatively on the brand, especially if the customer share’s their experience on social media. This customer service story, is a great example of how a seemingly small act of kindness can have a major impact on a brand.

When Julie Morgan and her husband, Rich, lived in Battle Creek, Michigan, they would stop by Steve’s Pizza for dinner every payday. The couple had moved from Michigan to Indianapolis, and to celebrate Julie’s birthday, they decided to take a trip to their favourite pizza place. 

Customer Service Story – Steve’s Pizza

Things did not go exactly as planned they ended up in the ER, where they were told Rich’s’ cancer had worsened and that he had a few days to live. Julie shared her experience with a Facebook post: 

“25 years ago we lived in Battle Creek, MI. We were young and money was tight but every payday, Rich would pick up Steve’s Pizza for dinner. I can’t possibly describe how delicious this pizza is – but several moves and all these years later, it is still the gold standard and we’ve never found a better pizza yet. Rich has frequently critiqued other pizza as “good but, it’s no Steve’s.” 

Rich and I recently planned a weekend getaway to Michigan to celebrate my birthday. We talked about seeing the leaves and the lakeshore, but that was secondary to our planned visit to Steve’s. Instead, I took Rich to the ER where he landed in ICU for five days, and where we learned the news that his valiant cancer battle was coming to an end.

Rich is home under hospice care and we are enjoying every minute reminiscing and visiting with family and friends. Unbeknownst to us, my dad contacted Steve’s Pizza and spoke to Dalton, a manager there. He told Dalton a little bit about our situation and asked if the shop might send a friendly text or card to us.

Without hesitation Dalton asked what kind of pizza we wanted, and told my father he would bring it to us (by the way, Steve’s doesn’t deliver). My dad clarified that we were in Indianapolis, at least three and a half hours away from Battle Creek. Dalton said he understood that, and would leave after he closed the store. And so, while Rich and I slept, at 2:30 AM, Dalton rolled into our driveway, left the car running and delivered two extra special pizzas to my waiting family. He told them we were in his prayers, and offered to help in any way he could. My dad offered to put him up in a hotel, but he refused and immediately left for the return trip home because he had to work the next day.

I am beyond overwhelmed and humbled by this act of genuine kindness. Dalton brought our family so much joy – and the best pizza in the world – at a really difficult time. While “thank you” hardly seems adequate – from the bottom of my heart, thank you, Dalton from Steve’s Pizza in Battle Creek, MI for making your epic middle of the night pizza delivery!”

Julie Morgan
Dalton Shaffer

The employee in question is Dalton Shaffer, the manager of Steve’s Pizza in Battle Creek, Michigan. On Oct. 13, when he pulled into the Morgan family’s driveway in Indianapolis at 2:30 a.m. he had no idea the story was going to get big. Since then, Shaffer has become a local hero, interviewed by countless local and national media outlets.

See also  Understanding Latent Customer Needs And Desires

Sadly Rich Morgan passed on, a few days later after a two-year battle with cancer.

Great customer service stories can become motivational tools that inspire customer service teams and businesses to go the extra mile in ensuring customers are satisfied. Share this story with your friends, you might inspire someone!

Kelechi Okeke
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