Give ‘em the PICKLE!
Presented by: Helen Pannelli & Vern Ivey
Give ‘em the PICKLE!
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Welcome to our presentation today.
Today, I promise you three things while you are
here:
1. You’ll begin thinking about service from the
customer’s perspective.
2. You’ll discover at least one simple way to
personally improve the level of service you offer
customers.
3. We’ll have fun.
CUSTOMER SERVICE TRIVIA
TRUE or FALSE!
Take a few minutes to answer questions 1 through13.
According to Bob Farrell, we are all
in the same business, the people
business. Our business is not what we
sell or make; it’s who we serve. Our
job is to make our customers happy.
How can we do that? We “Give
‘em the PICKLE!”
Give ‘em the PICKLE!
Why are giving pickles important in our business?
Giving away pickles means:
Giving customers what they want.
Offering your special touch to exceed
your customer’s expectations.
Who can give away pickles, the district
or you?
I would like to share the video
with you now.
Depending on the current level of
service you offer, it may be
challenging to identify your pickles.
It is important to consider that
pickles might differ from one
customer to another. Consider
starting small: address your
customer by name, smile, open a
door, etc.
Give ‘em the PICKLE!
• There are four key principles we should
focus on to help ensure that our customers
return.
• SERVICE
• ATTITUDE
• CONSISTENCY
• TEAMWORK
Give ‘em the PICKLE!
Let’s talk about each principle in detail.
How would you define the
term “CUSTOMER
SERVICE”?
How would you define attitude?
According to Webster’s new World
Dictionary, attitude is a manner of acting,
feeling, or thinking that shows one’s
disposition, opinion etc.
What does this mean with regard to serving
our customers?
If you like the customer, they know it.
Give ‘em the PICKLE!
CONSISTENCY is about giving customers
what they expect. The team that works
together well makes it easier to be consistent.
It is important to recognize that the customer
who is upset about not getting an extra pickle is
based upon the “extra touch” or outstanding
service. Once you start giving out “pickles”, it
is important that the entire team live up to the
new standard every day.
Give ‘em the PICKLE!
TEAMWORK
Teamwork is a critical part that
insures our customers will return.
Everything we do will end up in front
of the customers. Whether you are in
the warehouse, front office, finance,
or a custodian, what you do impacts
each other and impacts the
customer.
Give ‘em the PICKLE!
There are a lot of different ways to improve
the level of customer service. You need to
develop a customer service goal that is
S.M.A.R.T.
Specific
Measurable
Attainable
Realistic
Time-focused
Give ‘em the PICKLE!
We all have bad days. But we have a
responsibility to our customers, our
peers, and ourselves to try to be the
best “us” we can be while we are at
work. How can we help one another
check our poor attitudes at the door?
Take a few minutes to read the
handouts.
What do you think?
How do you think this simple act of
starting lawn mower engines in the first
story affects the business and the
personal lives of the garbage collectors?
How do you think this father & son feel
every time they give away a pickle?
What is the pickle in the bank story?
What do you think happened?
The man left the bank and walked to the bank across the
street to open a new account-with one million, two
hundred sixty thousand dollars. Was this a problem
with the bank’s pickle policy or the teller?
Let’s take a self-assessment quiz. Read each question.
Take a moment to consider the statements an how they apply in
your current job.
(1) NEVER
(4) OFTEN
(2) RARELY
(3) OCCASSIONALLY
(5) ALWAYS
Let’s take a few minutes and we
will break into 3 groups. You will
have on your table a question.
Please work on your question as a
group and we will share out
shortly.
We hope you enjoyed your time here today and
remember “Give ‘em the PICKLE!”
Presented to you by: Helen Pannelli and Vern Ivey