Give 'Em the Pickle

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Ice cream magnate and customer service guru Bob Farrell wants "Give 'Em the Pickle!" to become the battle cry at your organization. He explains: "Pickles are those special or extra things you do to make people happy. The trick is figuring out what your customers want and then making sure they get it."

Through this metaphor, Give 'Em the Pickle! teaches four principles of customer centricity:

Service: Make serving others your number 1 priority.

Attitude: How you think about customers is how you will treat them.

Consistency: Set high service standards, and live them every day.

Teamwork: Find ways to make each other look good.

Farrell is the founder of the Farrell's Ice Cream Parlor chain, known for its unique dining experience and enthusiastic customer service. Since the mid-1960s, Farrell's wait staff has dressed in turn-of-the-century clothing, beat bass drums, and cranked sirens in explosive performances of enthusiasm. Farrell displays that drum-beating enthusiasm in the video, championing customer service and reminding us to be proud of our service jobs and embrace the chance to make people happy. Only a character like Farrell, who is utterly genuine, can pull off such a pep talk. Watching and listening to him will motivate your staff to excel in serving...