Could a simple pickle be what sets your business apart from your competitors? According to Bob Farrell, founder of Farrell’s Ice Cream Parlor and Restaurant, the answer is absolutely yes! In the training video ‘Give Them the Pickle,’ he explains how even the smallest things can lead to improved customer loyalty and satisfaction.
The Origin of the Pickle
After reading a letter from an unhappy customer who had been denied an extra pickle at his restaurant, Bob Farrell realized something important: something as small as a pickle could have a huge impact on how customers viewed his business. No matter what business you’re in, if you can find “pickles,” small things that mean a lot to the people you serve, you can make your customers happy.
Customers expect good service, but “good” often isn’t good enough. Because everyone’s striving to provide good service, you need something that really sets you apart. That’s your pickle. Something as small as spending 8 cents on a free pickle can help you keep a customer that will spend hundreds of dollars a year and tell others about how great you are. That’s a big return for a little pickle.
It’s All About Who You Serve
In the “Give ‘Em the Pickle” video, Farrell explains that your business is not what you sell, it’s who you serve. He also explains the four key principles your employees need to know in order to hear those magic words from the customer: “I’ll be back:”
- Service: You’re in the people business, so serving others needs to be your #1 priority. Employees who are proud of what they do and how they do it create customers who want to come back.
- Attitude: The way you think about your customers affects how you treat them. Choose to view customers with an attitude of respect.
- Consistency: Customers come back because they liked the way they were treated during their last visit. Set high standards and train your employees to stick to them every time to make sure every experience is a positive one.
- Teamwork: Working well together makes the whole team look great. Your customers will notice, and they’ll keep coming back.
“Give ’em the Pickle,” is a fun, lighthearted way to train employees on a subject that can dramatically improve how they interact with your customers. Don’t let something small come between you and repeat business – instead, just give ’em the pickle!
Recommended Training Resource: The Give ’em the Pickle package includes everything you need to train your employees in producing unrivaled customer satisfaction. This program includes a DVD, a CD-ROM with Leader’s Guide, PowerPoint Presentation, reproducible Participant Handouts, and more.