Iโve always struggled with explaining my own customer service philosophy. Iโm not the best at breaking things down or giving lengthy lectures โ but when I find a resource that says exactly what I mean, I make sure everyone sees it.
For me, one of the most impactful lessons comes from an old (but gold!) training video called "Give โEm the Pickle" by Bob Farrell. ๐ฅ Itโs a simple yet powerful message about going the extra mile to make customers happy.
At JT Pets, our version of "the pickle" is taking the time to walk a customer to the shelf, adding a personal coupon for minor issues, or even tossing in an unexpected freebie for our regulars. Always a free sample! These small gestures build loyalty, trust, and community.
Iโm sharing the video here with you because Iโd love to hear how you teach and inspire your teams to create memorable customer experiences. Whatโs your "pickle"? What tools or strategies do you use to bring your customer service principles to life? Letโs swap ideas and stories!
For me it's the constant reassurance and reiteration of what I am chasing. In my pub, the biggest quest I have is that we engage our customers as soon possible. Even if we are serving someone else at the time, acknowledge them, if not possible to do verbally, then with a smile and a gesture. Or at times when full, we will even do a shout out and let them know we are coming as fast as we can.
One big way to reiterate this, is to find some reveiws that point out these positive attributes, and show them to staff.
I also engage Facebook groups about businesses like mine, and ask them what they chase from venues, and show that to staff.
I also obviously try to also lead by example.
