Give em the Pickle by Bob Farrell - Customer Service Training Video

{music}

My name is Bob Farrell.

I have been very fortunate to work a
lifetime at something I love doing.

Serving customers.

For me it was ice cream parlors.

For you, maybe it's retail, healthcare,
finance etc.

Whatever we do, remember our business
is not what we sell, its who we serve.

You and I are in the people business.

We take care of people for a living.

Hopefully, they leave happier
than when they came in.

At least that's what we try for.

One of the best things
that ever happened to me

was to get a letter
from a disappointed customer.

Dear Mr Farrell,

I have been coming to your restaurant
ever since you opened.

I really love the place.

Love your ice cream.

I love the fun.

I love your hamburgers.

They are the best!

I love your pickles.

They are the best pickle in Seattle.

I always ask for an extra pickle
and they always give me one.

Today, Mr. Farrell, I came in
had my usual.

Asked for an extra pickle from
the young waitress.

I don't know where she got the idea

but she said well I have to sell you
a side of pickles for 75 cents.

If that's the way you are going to run
your restaurant Mr. Farrell.

I am not coming back.

Well I got that letter from an entrepreneur
who was just starting on his second store.

That hurt.

I wrote him a letter.

I said, "please we still give pickles away,
don't you worry about it...dadada."

Please come back.

Gave him a coupon.

But what happened is;
(I thank him to this day).

The war cry of our company became:

Give em the Pickle.

{audience laughing}

Take care of the customer.

No matter what happens in our business.

When we hear something going on.

Somebody says, "Well should we do it?"

Give em the Pickle.

I talk to companies all over the world.

No matter where I go.

I always find that successful companies

and successful employees have mastered

the same 4 things when it comes to
taking care of customers.

The first thing they do is give away pickles.

They make people happy.

In other words, they made serving others

their number one priority.

I spoke to a bunch of garbage men.

They brought me in
to speak on customer service.

I gave the talk.

They give me a big hand.

They loved it...dadadadada.

After I gave the talk, the guy comes up

and he says, "Mr. Farrell, I love your
story about the pickle.

I said, "well thank you".

He says, "we give pickles away all summer".

I am thinking, garbage truck, pickles?

This guy has got it screwed up.

I said, "what do you mean you give pickles away?"

He said, "we start lawn mowers".

What?

We start lawn mowers.

What do you mean?

Well, my son and I, we drive around
he helps me in the summertime.

We see someone out on their lawn,
cranking away.

We stop the truck, go up there and we
start the lawn mower for them.

We can start any lawn mower ever made!

I says, "you got it".

That's the pickle.

What's your pickle?

What is that extra or special thing
you do to make people happy?

That's your pickle!

Maybe it's walking the customer to the
item they are looking for instead of just pointing.

Maybe it's a hand written thank you on
every order shipped out to the customer.

Maybe instead of just delivering their food

patients get a menu.

So they can order what they
want when they want it.

The trick is to find out what the customer wants.

Make sure they get it.

That's the pickle.