Pickle those customers! (Review).Give 'em the Pickle pickle, general term for fruits or vegetables preserved in vinegar or brine, usually with spices or sugar or both. Vegetables commonly pickled include the beet, cabbage, cauliflower, cucumber, olive, onion, pepper, and tomato. , video, 2002, Media Partners Corp. (800-408-5657, www.mocfilms.com), $695. Other material: leader guide, book, reminder cards Ice cream magnate and customer service guru Bob Farrell Bob Farrell (Brooklyn, New York 1927- ) is an American motivational speaker and author, and founder of Farrell's Ice Cream Parlour and Restaurant. Early life Farrell's grandfather, Patrick Farrell, owned a successful auto parts company in Brooklyn. wants "Give 'em the Pickle!" to become the battle cry at your organization. He explains: "Pickles Pickles may refer to
Through this metaphor, Give 'em the Pickle teaches four principles of customer centricity Customer centricity refers to the orientation of a company to the needs and behaviours of its customers, rather than internal drivers (such as the quest for short term profit). : * Service: Make serving others your number one priority. * Attitude: How you think about the customer is how you will treat them. * Consistency: Set high service standards and live them every day. * Teamwork: Look for ways to make each other look good. Farrell is the founder of the Farrell's Ice Cream Parlor Ice cream parlors are places that sell ice cream and frozen yogurt to consumers. Ice cream is normally sold in two varieties in these stores: soft-serve ice cream (normally with just chocolate, vanilla, and "twist", a mix of the two), and hard-packed, which has an assortment of chain, known for its unique dining experience and enthusiastic customer service. Since the mid-sixties, Farrell's wait staff have dressed in turn-of-the-century clothing, beat bass drums, and cranked crank 1 n. 1. A device for transmitting rotary motion, consisting of a handle or arm attached at right angles to a shaft. 2. A clever turn of speech; a verbal conceit: quips and cranks. sirens Sirens with song, bird-women lure sailors to death. [Gk. Myth.: Odyssey] See : Enchantment sirens their singing so sweet, it lured sailors to their death. [Gk. Myth.: Hamilton, 48] See : Singer in explosive performances of enthusiasm. Farrell displays this 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 customers. This video is the Bob Farrell show. It consists of clips of a Farrell lecture. Although the video and audio quality is excellent, the overall production scheme is basic-limited camera angles and no customer service vignettes. Fortunately, Farrell is an excellent storyteller and carries the video by recounting good and bad customer service stories from his years in the business. He rages about bad service at banks. What do those pens on chains tell you about how your bank regards you? He pounds the airline that gave his granddaughter a hard time. He also explains how he has delivered great service at Farrell's. Imagine the commitment required to sing "Happy Birthday" with gusto GUSTO Cardiology A series of clinical trials that have examined a series of strategies to reduce the M&M of acute MI; the GUSTOs include: Global Utilization of Streptokinase & tPA for Occluded coronary arteries trial–GUSTO I; Global Use of Strategies 100 times in one day. Each story is interesting and illustrative; your staff will laugh but will also reflect on their own service performance. At the time of this review, the support materials were not yet available. Rocommendation Give 'em the Pickle is an excellent video for teaching customer centricity. Although the lessons can easily be applied by frontline front·line also front line n. 1. A front or boundary, especially one between military, political, or ideological positions. 2. Basketball See frontcourt. 3. Football The linemen of a team. service staff, managers will benefit most. To get the most from this video, you will need to invest the time in a good debrief de·brief tr.v. de·briefed, de·brief·ing, de·briefs 1. To question to obtain knowledge or intelligence gathered especially on a military mission. 2. , ensuring that your audience generates ideas for applying the principles. Make your service managers describe how they will make service a number one priority, change their employees' attitudes, set high service standards, and encourage teamwork. If you support the video with discussion and coaching, its value will triple, and you'll be serving your customers more pickles than ever. Give 'em the pickle product rating Holds viewer interest *** Acting/Presenting *** 1/2 Diversity ** 1/2 Production quality *** Value of content *** Instructional value *** 1/2 Value for the money *** Overall rating *** Outstanding: **** Very good: ***1/2 Good: *** Above average: **1/2 Average: ** Below Average: *1/2 Poor: * NA Not applicable NR Not rated (usually not enough information) Dan Michaluk (dan.michaluk@cloudbreakcompany.com) is a former trainer who now practices law in Toronto, Canada. |
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