“If you have achieved any level of success, then pour it into someone else. Success is not success without a successor.”
- T.D. Jakes
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“Customer Service.” We have all heard phrases such as “the customer is always right” or “we put the customer first.” But, there is much more to customer service than having these phrases in our company’s mission statement or a poster that is hung on our wall. The most successful businesses have figured it out; customer service IS their business.
 The big question is how do you get your team to buy into serving the customer? It is an opportunity to connect with people, to brighten a day, to make a difference with people who purchase your service or product. That personal connection can be face to face, or it can be the pride that is put into producing the product. It is that connection which makes it a noble profession.
In Bob Farrell’s video Give ‘em the Pickle, he talks about his secret to a successful business – which is doing those special or extra things, “pickles” to make customers happy. He also outlines the four principles that will help ensure your customers keep coming back.
SERVICE: Make serving others your number-one priority. Great customer service happens when you exceed customer’ expectations by adding your special touch and by having the courage to make things right.
ATTITUDE: Choose your attitude. How you think about the customer is how you will treat them. A shinning attitude is contagious around customers and shows in the quality of your work.
CONSISTENCY: Customers return because they liked what happened last time. Set high service standards and live them every day.
TEAMWORK: Commit to teamwork. Look for ways to make each other look good. In the end, everything everyone does ends up in front of the customer.
Bob Farrell, for more than 30 years, has excelled in an industry with an 80 percent failure rate. Without a single failure, Farrell and his partners opened more than 150 restaurants, including 133 Farrell’s Ice Cream Parlours. In the video Give ‘em the Pickle, Farrell shares stories and lessons he has learned from working in the selling and hospitality industries. Based on the fundamental truth that “you are in business to take care of the customer,” his message has meaning for all types of businesses.
If you are interested in viewing this video, please contact Emily Webb at 888-344-9991 or emilyw@becdendental.com. We have added this video to our Lending Library for Becden Clients. Because of the demand for the video, we have compiled a list and you will be added to it in order of your request. We also ask that once you receive the video you return it to Becden within five days
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131 E. 13065 S.
Draper, UT 84020 |
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888-344-9991 toll-free
801-576-9991 phone |
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The editor of this newsletter is Emily Webb of Becden Dental Laboratory, Inc. Please send any questions or comments about this newsletter, or suggestions for articles to: emilyw@becdendental.com
©2006 BECDEN Dental Laboratory, Inc. |
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Give ‘em The Pickle
