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.