We went to a workshop today at work called "Give 'Em the Pickle!". These workshops were begun by Bob Farrell.
The story goes.....he had a string of diners. One day he received a letter from a loyal customer. This customer would go to Bob's diner 2 or 3 times a week and always asked for, and received, an extra pickle, free of charge.
One day the customer went into the diner and was told he'd have to pay 75 cents for a "side of pickles". The customer was upset that he was treated that way, and told Bob that if that's the way he was going to run his business, the customer would quit going to his diner.
Bob wrote the man back, apologized, offered him a coupon and asked him to come back.
And thus was born Bob's method of customer service: Give 'Em the Pickle. In other words....make them happy, go above and beyond, bend over backwards to make sure your customer leaves satisfied, happy and with more than he expected.
It was a good workshop. Problem is.....I think some people are "Pickle People" and some are not. Some people love to serve, make others happy, and get satisfaction from doing their jobs well.
Others do not. Those are the sour pickles.
Wednesday, October 7, 2009
But Don't Be A Sour Pickle!
We went to a workshop today at work called "Give 'Em the Pickle!". These workshops were begun by Bob Farrell.
The story goes.....he had a string of diners. One day he received a letter from a loyal customer. This customer would go to Bob's diner 2 or 3 times a week and always asked for, and received, an extra pickle, free of charge.
One day the customer went into the diner and was told he'd have to pay 75 cents for a "side of pickles". The customer was upset that he was treated that way, and told Bob that if that's the way he was going to run his business, the customer would quit going to his diner.
Bob wrote the man back, apologized, offered him a coupon and asked him to come back.
And thus was born Bob's method of customer service: Give 'Em the Pickle. In other words....make them happy, go above and beyond, bend over backwards to make sure your customer leaves satisfied, happy and with more than he expected.
It was a good workshop. Problem is.....I think some people are "Pickle People" and some are not. Some people love to serve, make others happy, and get satisfaction from doing their jobs well.
Others do not. Those are the sour pickles.
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5 comments:
I love that story. And you're right. I think liking people and wanting to help them is something you're pretty much born with or you're not.
Good luck to someone trying to teach THAT!
That is a great lesson. One we can all learn from. Especially if you love pickles. (okay maybe even if you don't like pickles but it sounded good.)
Being in Customer Service myself - this is a great lesson to learn..however, sometimes the Customer Service person has not been given the authority (jut the responsibility) for being able to do things for the customers..sad but true :-(
I'm amazed (and pleased) AAA supported this policy. In today's world most organizations would tell their employees how much each pickle cost, multiply that times 2-3 visits per week, times 52 weeks - and show them how much money the company is losing by offering free pickles -- and then cut two employees jobs to make up for it.
I love it! Partly because I love pickles and partly because I think it is so important to serve!
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