Give 'Em the Pickle by Bob Farrell - Customer Service Training 

Lolol

Does this phrase change if you work as a teacher?

So glad you've joined the pickle revolution! Welcome aboard.

Same!!

sameee wtf😂

This video was played during the new hire orientation at my old customer service job.

😂😂😂😂😂😂

🤣🤣🤣

Same I’m confused.

Edward Bear That is a ridiculous order Edward.

You sound like a real piece of shit to be honest.

Yeah the fact that you liked the place to begin with, made a bitch ass order, then let $1 keep you from returning shows that you are a sad petty shell of man.

Yes but this lesson is for the management that should have had a culture of allowing their staff to be flexible. They probably were afraid they would get yelled at for giving away onions, and expected that when they started to say "B-but the customer didn't have bread and potatoes" a lot of managers would just say "I DON'T CARE!" This video is shown to low-level customer service reps and waiters etc who have no control over whether they are allowed to give out stuff for free, if anything it encourages people to break the rules and give away free side items that ruin the bottom line of struggling restaurants. it's kind of ridiculous how popular it is

Airport training here too! CAK… how about you?

@@shelleydumire8135 SJC

Human resources doesn't make your training videos my dude, operations does. So you can blame that department.

+Antonio Biancofiore In the short term, you are correct it's not a big deal. In the long term, it's bad business. Eventually everyone wants a pickle, then two pickles, the whole jar, etc. You have to raise your prices to compensate then customers start leaving because things got too expensive, they found a cheaper alternative or whatever.

Entitlement

@@nicolew3391 "Entitlement" is the long-term devastation that Mr. Farrell's business philosophy has created. 50 years ago, politely placating your local repeat customers with an extra pickle was no big deal. However, 50 years later the consumer has now evolved into an entitled jerk that demands more accommodations that are just too dam costly.

@DJ Hogg That's great... I just started working at shoprite and we watched this a few weeks ago and I'm already being overworked by my managers. I worked 6 hours today and they gave me a break with 20 minutes left in my shift

How has it been so far? But, that to me is a VERY PISS POOR and LAZY orientation! REAL managers need to have you shadow their best worker or talk to you, so you can understand how REAL shit is at a business. This video prepares you for ZERO chances of dealing with an asshole customer who can't interact like a HUMAN ADULT, instead of them yelling at you like a ghetto ass Wal-Mart customer!!

@@Endoe.McKronic Yeah and it basically tells you to just let the customer steal whatever they want. Amazing

some costumers are cranky and miserable too, his business model has one flaw, there should be a limit to how much a costumer should be able to get away with, violence and straight up verbal abuse should be that limit. The more a buisness lets people bully its employees the harder it is to keep happy loyal employee, a happy employee brings happy costumers and vis versa. You cant have one without the other. Some businesses let their employees get shit on and let costumers straight up be abusive. I dont work for one of those. The costumer is always righg thing gets to some peoples heads and they treat workers like garbage.

@@tylercoulombe4728and coming from someone who has been in charge of retail operations for over 20 years, the customer is not always right. There are some customers that are not worth having. They end up costing you more. I believe in taking care of my employees first and organically the customer receives the highest level of service most of the time. Employees are happy and they will go the extra mile for you which in turn takes care of the customers. The whole I’m the boss and do it because I say is archaic bull shit. There are times when you have to whip it out and lay it on the table to prove a point but not every time. And especially not in front of your customers as some managers/owners like to do.

Ironically, it used to be apart of their orientation.

I wish they'd bring back the 1/3 lb angus burgers. I'd pay extra for the toppings I don't care. Diabeetus

NO! DOWN, BAD EMPLOYEE! You'll bend over backwards for every single Karen's complaint no matter how absurd, obnoxious, or physically impossible to correct, and you'll like it!

+Roseheart Toxic I saw your comment shortly after I had to watch this video for my job in retail and I thought you were being too harsh. Now after 7 months in retail, I understand completely that your comment is actually correct. If you just give em the pickle, eventually everyone wants one. Then over time, customers start asking for the whole jar.

The best training on responding to abusive customers I have had is called Verbal Judo.

Bob Farrell sold his restaurant chain to the Marriott Corp. sometime in the mid 1970s to pursue other entrepreneurial opportunities. Unfortunately, without his leadership and passion for service, the business lost focus and sadly, Farrell's Ice Cream Parlors closed one by one.

Sounds like the other, comiter on this straightened you out with your misleading comment hahaha that's what happen when you open your mouth flies go in it . next time I might be better for you to keep it close you made yourself look very silly and stupid trying to be a comedian but you're not and you're obviously not a business history major bada-boom!

@@Iambriangregory Nice zinger on a 4 year old comment.

Eric Hendrix That’s ridiculous

Everybody has their own opinion on pricing in life but you may call them Crooks but they may call you a fool and ignorant so it evens out because if $895 can save a company thousands maybe Millions across their chain it's worth it and they obviously must get it so you can hand out your labels but again people going to label you a fool congratulations you brought it on yourself hahaha

@@PureAloha78 actually he's ridiculous if that's what you mean because $895 that can see if a company thousands or Millions is the going rate for Hap's duh birds of a feather flock together if you think he's right duh

@Stripes Hummus you're assuming people are intelligent including yourself that's a bad decision to make have you not heard the expression common sense is not so make any crash a certain like you could know what companies would do you don't know don't you watch news don't you watch history did you ever hear of New Coke did you ever hear of Kodak did you ever hear of some of the dumb decision that they have made and then multimillion-dollar corporation duh duh duh know who you're talkin about duh

+Jim W It's quite simple. Bob's customers took advantage of his willingness to accommodate and destroyed his business. When your customers know you will "give them the pickle", everyone wants a pickle. Then someone wants two pickles. Then the whole jar. So you have to raise prices a little bit to cover these "accommodations" or go out of business.

#legendary

Yes.

EIGHT HUNDRED AND NINETY-FIVE DOLLARS?!?

There is a point in giving too much of the pickle; always opt for the bottom-up strategy, so the jar is not what you offer out the gate.

So would your gear your business is thwart the minority who take advantage of you, or the majority who come back for extra service? Are your policies set to NOBODY "gets away with anything," or some people return over and over again, taking your loss leader, and buying other stuff? Where does your control over the customer line exist? Decent management is not about covering every exception, but catering to the masses, and making them repeat customers. Entitled customers often return, in my experience, and while, yes, I have fired a few customers for being a complete pain in the ass, I don't treat all my customers as if they are THAT customer.

@@GrigLarson I strongly disagree with your simplistic analysis that only looks at the two polar extremes. If you reread what I wrote, you will see that my concern is geared towards the very long term effects of Mr Farley's philosophy in the world of retail in general, effects which he probably didn't live long enough to truly realize. I'll make it very simple for you: if you just give them the pickle, eventually many customers are going to demand the pickle (or some other accommodation). Then someone wants TWO pickles, and so on. In the world of retail, there is no shortage of customers that believe they are entitled to the whole jar of pickles thanks to the long term philosophy of "just give them the pickle"

@@frankhammond3762 The long-term effect of Mr. Farrell's philosophy ends with every customer getting a whole jar. Obviously in the short-term (which is all I believe Mr. Farrell lived long enough to realize) placating local repeat customers with low-level accommodations seemed like a winning business strategy (especially in a pre-social media era) to keep them coming back, using word-of-mouth and good local publicity to boost the company's reputation. HOWEVER, it is the long-term effects of that overly polite philosophy in practice which has become extremely damaging. Consumers (not "Customers", but Consumers in general), long accustomed to being accommodated, have evolved and many are now demanding more accommodations at the expense of the business. What starts as politely giving your local repeat customer a pickle 50 years ago gradually evolves to handing over a whole jar of pickles to every customer that fusses loudly enough over it. Even McDonald's, which clearly puts a sign on their drive thru window saying there will be a charge for extra sauces, will ruefully hand over a whole bunch of extra sauces at no extra charge to any consumer that whines loudly enough about it.

@J I provide outstanding customer service, I'm merely pointing out the reality of the modern day consumer. Perhaps you are what's wrong with the modern day consumer? Feel free to expand upon your non specific accusatory statement, by the way