Give'Em the Pickle!

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.

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.

I am amazed at all of the negativity that reviewers have spouted regarding this tome. I'm convinced that the majority either have failed to read the book in the first place, or have become so jaded by dealing with the general public that there is no hope for them, short of professional counseling.... I have been in the business of customer service ever since I went to work for Bob Farrell in 1968 (I was part of the crew to open the third ice cream parlour restaurant to bear his name. This, by the way, was the location where the "pickle" incident actually occured.). Now, some thirty-eight years later, I STILL use the basic principles of customer service that I learned oh, so long ago, and I have shared my experiences with many through presentations at corporate sales meetings. Contrary to the picture that some of these reviewers paint, the basic premise of this book is NOT that the customer should be allowed to treat you like a door mat, but rather that every customer has a "hot button", and the secret to success in customer service is simply to find it! Many times, it's easier said than done, but the key to successfull customer service can be summed up by fourteen words that adorned the wall in the service area of my Farrell's restaurant: "Greet them, seat them, sell them, serve them, THANK THEM, THANK THEM, THANK THEM". Nordstrom, one of the most successful premium retail clothing chains in the country, had it's humble beginnings as a small shoe store in the early days of Seattle. Despite their tremendous success, the Nordstrom family knew the same secret as Bob Farrell--- I recall seeing it etched on the small card near the register in one of their stores. It simply stated their philosophy: "The only difference between stores is in how the customer is treated." How true! This book is for the true customer service professional! If you are in the customer service business, and you ENJOY IT, you will love this book. If in the "biz", and you DON'T enjoy it, find a different line of work!

After reading the negative reviews of this book I was infuriated. Mr. Farrell has touched on the real reason many retail and service businesses are struggling...they've taken their eyes off the ball, and have become unbelievably 'selfish'. Charles Tremendous Jones, Napoleon Hill, Zig Ziglar, and other great motivational speakers and writers all centered on the same message, 'focus on the service' and the money will come. I've worked in sales for over 20 years, direct marketing, retail, media and have always used the same basic skills taught by the greats in the business. Mr. Farrell has hit on these priniciples and added humor along the way. If you want to build a strong workforce, sales force and profitable business that will not sway in the wind of competition, 'Give em the Pickle' has the blueprint for you!

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.