Give'em the Pickle! is the ultimate customer service book. It contains entertaining stories and practical ideas that will enable the reader to take such good care of customers that they'll utter those three magic words, "I'll be back."
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Book Description
Editorial Reviews
About the Author
Bob Farrell: Bob Farrell's customer orientation is the result of a careen in cusumer products and food service. After 12 years in retail grocery sales, he combined his love for family, fun, ice cream and co-founded one of the first national full-serrvice chain restaurants: Farrell's Ice Cream Parlours. After personally managing the opening of more than 150 Farrell's restaurants, he eventually sold the company to Marriott. As a seasoned entrenaur, he invested in various businesses, but always maintained involvement in the restaurant industry. He created Engine House Pizza, a regional chain, and served as chairman of the board for Pacific Coast Restaurants, Inc. He continues to serve as chairman emeritus and consultant to the company. In an undustry where the failure rate exceeds 80%, Bob Farrell succeeds as a reataurateur by keeping a keen eye on the customer, anticipating needs and performing beyond expectations. Such commitments led him to be recognized with t! he Horatio Alger Award and the National Restaurant Association Man of the Year Award. He now shares his story with companies around the world urging them to "Give'em the Pickle and they'll be back."
Bill Perkins: Bill has addressed audiences around the world, appeared on national radio and television broadcasts and authored or co-authored eleven books. His dynamic and entertaining style challenges leaders and team members alike to take better care of each other so they can take better care of the customer.
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Most Helpful Customer Reviews
8 of 8 people found the following review helpful:
5.0 out of 5 stars
A Quick Read - Concepts are easily communicated to employees,
By
This review is from: Give'em the Pickle! (Hardcover)
The book can easily be read in an evening. It has interesting stories that should touch a nerve with anyone who deals with the public. A lot of what Mr. Farrell talks about is common sense, but they say common sense is very uncommon nowadays. I measure a book like this by what you can remember days or weeks later and our employees are using some of the quotes we've given them and they haven't even read the book. Like, who's the boss? The customer! What are the three most important words from a customer? I'll be back! It may be simple, but it works.
7 of 8 people found the following review helpful:
5.0 out of 5 stars
The Difference Between the Retail Men and the Boys,
This review is from: Give'em the Pickle! (Hardcover)
I have to agree with Mr. Kramer that if you have a strong negative reaction to this book, you are not cut out for the retail business. This book is a prescription to cure the "penny wise and pound foolish" sickness that plagues our businesses. It's basic philosophy is that if you don't want to remain a small-timer, you have to value your reputation for being graceful, generous, and kind to your employer, the customer. Businesses like Wal-Mart and McDonalds have proven this book's philosophy by becoming world-class in just a few decades, partly by implementing customer-service policies roughly similar to the ones described here. Yes, there are other more hard-nosed ways to make lots of money, but this book proves that it is possible to abandon the inflexible, every-man-for-himself approach and still build thriving business.
14 of 18 people found the following review helpful:
5.0 out of 5 stars
Inspiring anecdotes from Bob Farrell,
By Elisa Louis "Elisa" (Seattle, WA) - See all my reviews
This review is from: Give'em the Pickle! (Hardcover)
This book's motivational tone inspires front line employees and managers alike. I have read the book and I know a number of managers and employees that also have read the book and apply many of its principles to their workplaces. The feedback I hear is that the concepts from the book have taken their employee's attitudes to new heights. It has helped not only boost internal morale, but their customers have noticed an improvement in their level of service.
I think the point of Bob Farrell's many life and work experiences shared in his book may have been missed by some of the folks that reviewed the book. Bob makes a valuable point that it is not only important to treat customers well, but that you need to find out what "pickle" you can give offer them to give them the great experience that will convert them into a repeat buyer. Through his anecdotes, it is clear that the extra special something (or "pickle") that you offer may require observation and probing questions to uncover the customer's sometimes hidden needs. While Bob stresses the fact that the customer is "the boss", some reviewers have missed the other important points of the book that put this philosophy into perspective. He makes the important point that serving customers (in any capacity - even behind the scenes as a dishwasher) is a noble profession. Bob also gives many examples of how his management style focusses on treating employees with care and respect. He provides his employees the tools (i.e. training, support, and the latitude to learn from their mistakes)to be successful in their jobs. So, while it may be a challenge to deal with the difficult and sometimes demanding customers that walk through the door, Bob teaches managers to empower your employees to make decisions and give away "pickles" when appropriate. Bob is also willing to be the manager that takes the fall when things go wrong and doesn't steal the credit when an employee makes a great achievement. I stand behind my rating of this book and encourage others to read the book and form their own opinions.
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