Rob George talks about Bob Farrell. Bob Farell talks about pickles. In fact for Bob, and now Rob, it's all about the pickle.
Rob George is the director of guest services for the Atlanta Braves and Turner Field. Having spent some time in Seattle, George heard the story of Bob Farrell, once the proprietor of a chain of ice cream "parlours" that served everything from Big Top sundaes (it took two employees to carry them) to old fashioned burgers and fries. Farrell's parlours became legendary throughout the Northwest. But the legend may never have grown had it not been for a disgruntled customer.
The customer loved the food at Farrell's and particularly loved the pickles. Whenever he would ask for an extra pickle, a member of the wait staff would gladly oblige. One day, however, the customer, craving that extra pickle, made the request and the waitress said, "I'm sorry, I will have to sell you a side of pickles for 75 cents." Needless to say, the customer was taken aback and, in writing to Farrell, said, "If that's the way you're going to run your restaurant, I'm not coming back."
Bob Farrell quickly spoke to the employee and reminded her of the importance of pleasing customers and, for heaven's sake, "Give 'em the pickle."
From that day on Bob Farrell became passionate about customer service. In fact he eventually sold his very successful restaurant chain and is now a speaker on customer service. He's even produced videos, one of which was acquired by Rob George. Aptly titled, "Give 'Em the Pickle," the tape is now shown to all customer service employees at Turner Field.
Whether it is deciding about the pickle, or other simple gestures of kindness and caring, customer service employees at Turner Field and elsewhere must do all they can to make visitors feel at home and want to return..
Those who work in the hospitality industry are really on the front
lines of customer service. It is a job that is not becoming any easier.
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