Comments on: Just Give Them The Pickle!

By: Jim McKay

Jim McKay — Wed, 10 Feb 2010 20:54:53 +0000

You can watch this program at http://www.trainingabc.com/give_em_the_pickle.html

It’s the most popular customer service program in the last 10 years.

By: stella ukaoma

stella ukaoma — Sat, 14 Nov 2009 05:51:24 +0000

Question is if the waitress had been told extra pickles were free to the customers, would she have tried to charge 50cents for it? Management make silly rules and when a customer complains, they try and pass it on to the staff.

By: lada lady

lada lady — Thu, 05 Mar 2009 00:55:21 +0000

This video is worth the $ for a company to invest!! I have seen the video through our training program at work . To me I would highly recommend seeing it……. Great presentation and a message to the heart of great customer service. I still talk about it to new staff and wish we had a Farrell’s restaurant in northern Ontario Canada.

By: smallbizbee

smallbizbee — Sun, 18 Jan 2009 22:15:55 +0000

@Kimberlee
I love it when a simple story illustrates a great business idea, which is why I had to pass this one along. I agree with you and Gerald though that there has to be limits as to what we do for the customer, but I will always err on the side of the customer unless the request is egregious.

Thanks for coming by,
Matt

By: Kimberlee Ferrell

Kimberlee Ferrell — Sun, 18 Jan 2009 18:32:45 +0000

Okay, you had me rolling on the floor with this story! I used to be a waitress, and let me tell you, this story is so true. Don’t nitpick with the customer, and they will come back for more.

I think I understand what Gerald was trying to say. Do what it takes to keep the customer, but if they are trying to take advantage of your generosity, know where to draw the line. It is a difficult decision. I have had managers who would give free meals for the tiniest genuine complaint, and refuse when someone was causing an unnecessary fuss over nothing.

Hilarious article! Thanks for sharing.

~Kimberlee

By: Laura-Whateverebay

Laura-Whateverebay — Sat, 17 Jan 2009 05:45:15 +0000

oops, it should read- I must borrow…..

By: Laura-Whateverebay

Laura-Whateverebay — Fri, 16 Jan 2009 14:02:22 +0000

I could not agree more! This is a great story! In fact, I am working on several posts for my site on Customer Service. I have had my share of OMG with customers. Ultimately, they are the Boss and we must keep that in mind. No matter how difficult it may seem. This is again, a great example. I might just bored it from you, if you do not mind?.

By: smallbizbee

smallbizbee — Sat, 10 Jan 2009 02:32:47 +0000

@Steve
I looked for clips of the video to include in this post, and came up empty handed too. It made sense once I saw that the DVD was selling for $895 (no joke) that they are probably pretty adamant about keeping off Youtube and the like. If I ever run across a clip I can share, it’ll go up on the site.

Matt

By: smallbizbee

smallbizbee — Sat, 10 Jan 2009 02:30:55 +0000

@Gerald
Ass kissing is not the point of this at all. It’s understanding that our customers are the reason we exists. Granted some will try to take advantage and that shouldn’t be tolerated, but we do owe it to the majority of our customers to not only give them the benefit of the doubt, but cater to their needs if reasonable. Without them, there’s no us.

Matt

By: smallbizbee

smallbizbee — Sat, 10 Jan 2009 02:28:36 +0000

@George
Yep, many biz’s step over dollars to pick up pennies. Not the way to build a business, brand, or loyalty.

Matt