Rating: 
Summary: Rubbish
Review: A better title to this work would be "How to Demoralize Your Staff and Go Out of Business". It is simply incomprehensible to me how anyone could possibly read the examples of outrageous customer behavior and believe that they (the customers) should be rewarded for it. A little extra from time to time? You bet. Rewarding bad behavior? No, no, NO! Consider...a customer behaves like a four year-old and throws a tantrum, stamps their foot on the ground, and calls your staff names because the employee refused to refund a 6 year old item (yes, I have seen this in my 20+ years in customer service more than once). So...as a manager do you - A) Admonish the customer for calling your staff names and throw them out or - B) Admonish your employee for refusing the refund. The correct choice, ladies and gentlemen, is (A). A demoralized staff will not go out of their way to help customers. A demoralized staff will not go that extra mile. A demoralized staff will not be loyal. Furthermore, if you as a manager cave in and reward their tantrum, you have simply reinforced that behavior. A behavior which the author thinks would be perfectly acceptable. C'mon down to Florida , Mr. Perkins. I'll be happy to show you the balance between taking care of your customers against the needs of your busniess and staff. Because...as of now you simply have it wrong.
Rating: 
Summary: rcmedia
Review: After reading the negative reviews of this book I was infuriated. Mr. Farrell has touched on the real reason many retail and service businesses are struggling...they've taken their eyes off the ball, and have become unbelievably 'selfish'. Charles Tremendous Jones, Napoleon Hill, Zig Ziglar, and other great motivational speakers and writers all centered on the same message, 'focus on the service' and the money will come. I've worked in sales for over 20 years, direct marketing, retail, media and have always used the same basic skills taught by the greats in the business. Mr. Farrell has hit on these priniciples and added humor along the way. If you want to build a strong workforce, sales force and profitable business that will not sway in the wind of competition, 'Give em the Pickle' has the blueprint for you!
Rating: 
Summary: I See From These Reviews Why Customer Service Is Gone
Review: I'll start out by including text from one reviewer: There is no possible way this man has work the front lines of customer service since the 50's when people were still civil. People were still civil in the 50's because customer service was a priority. I'd be damned to buy anything from the employer's who have read/reviewed this book and proclaim to know what "it's like" - they have no idea. LL Bean once said, "Above all, we wish to avoid having a dissatisfied customer. We consider our customers a part of our organization, and we want them to feel free to make any criticism they see fit in regard to our merchandise or service. Sell practical, tested merchandise at reasonable profit, treat your customers like human beings -- and they will always come back."
When we treat customers like objects, like they don't know anything, and that they are solely at our business to "try and get one over on us", then they won't get the "pickle" and they "won't be back". And we'll be there scratching our heads trying to figure out what went wrong.
Rating:
Summary: I See From These Reviews Why Customer Service Is Gone
Review: I'll start out by including text from one reviewer: There is no possible way this man has work the front lines of customer service since the 50's when people were still civil. People were still civil in the 50's because customer service was a priority. I'd be damned to buy anything from the employer's who have read/reviewed this book and proclaim to know what "it's like" - they have no idea. LL Bean once said, "Above all, we wish to avoid having a dissatisfied customer. We consider our customers a part of our organization, and we want them to feel free to make any criticism they see fit in regard to our merchandise or service. Sell practical, tested merchandise at reasonable profit, treat your customers like human beings -- and they will always come back."
When we treat customers like objects, like they don't know anything, and that they are solely at our business to "try and get one over on us", then they won't get the "pickle" and they "won't be back". And we'll be there scratching our heads trying to figure out what went wrong.
Rating:
Summary: Most misunderstood book of the century.
Review: In reading all of the reviews of this book, I was amazed at the number of negative and angry comments. How so many could miss the message is sad.
One of the negative comments referred to was an act of a pen chained to the desk in a bank and the author ripping it out. Has anyone had the experience? It's frustrating, especially if it is also out of ink. The new bank just opening in my community surprised me by having a cup full of pens that not only could I use, but take. That's giving a pickle.
Try to understand that taking the negative reactive posture to a customer's complaint lowers you to their level. True they may not return, or remain a poor customer, but if you just think of where you shop and the reason's you do, (just like Amazon where you were free to place your comments, good or bad, the later being many and the ease of returning an item after you may have even particially used it), you will recognize the wisdom of this man's message.
Honest, respectful and lienient service is something we all expect when we do our shopping, whether we admit it or not and realizing that we are or have been part of that group of "obnixious customers" at some time, so hated by those who have written these reviews, is the reason we need the reminder that we are all part of the problem and only we can fix it, one by one.
Rating:
Summary: Result of a room of monkeys with access to typewriters...
Review: It simply is not possible for Mr. High-Horse...er, Mr. Farrel to have ever worked a sh*t job once in his life. From the portions of the book that I have read, there is an EXTREMELY unfair position placed onto us customer service workers. First of all, from the examples I have read, all customers should either have little halos floating over their heads or should have little puppy dog eyes; they're just so lovable and cute; Four years of working in retail has proven just the opposite for me. Many customers are hostile, abrasive, rude, impatient, mean, and sometimes even dangerous! There are in fact customers out there who are not like this, and these are the ones that we can serve without conflict and thus we do not need a book to tell us how to do our job. When you make a book that explains how to deal with a customer, and make the ridiculously common fault of claiming that "customers are always right", you do an incredible disservice to those customers who are responsible when they shop and put us employees in bad guy positions and on the defensive. This book describes one out of possibly hundreds of situations that those employees may have been through that day, either similar or the complete opposite; trust me on this, when people b*tch, I don't really care about their problems. From "CEO wonderland" ideal to reality, as much as people wish they were the center of attention when they go shopping, they are ultimately just another face to us employees who actually work for minimum wage. Prospective buyers to this book, if you honestly believe that this collection of butt-wipe will honestly make you a better business person, take this into account; the editorial reviews are each from a CEO or Director of Retail who almost never have to interact with the customer, who never have to work on the frontlines, and who are making an absurd and helluva lot more amount of money than we are. These individuals are some of the least experienced in true customer service, and therefore their opinions are rendered moot. The whole notion that there is a book that can offer guidelines to serving customers is ridiculous; all customers are different in their own way that there is no such thing as true customer service.
By the way, the customer is never right...
Rating:
Summary: please.....
Review: this book basically teaches that customer service employees should practically worship every customer that comes in their store. nothing is farther from the truth. to me, it really seems that the man that wrote this book has no idea what he is talking about. he seems to believe that employees should take whatever amount of abuse and still be smiling at the customer thats abusing them. most companies seem to forget that the custmer is NOT everything, because without employees you wouldnt have anyone to run your company. this man seems to have forgotten that also. we dont mind helping you, that is, those of you who are good customers. but in reality most of the general public are idiots, impatient, whiny, in fact, most of them act like little children as soon as they walk through those doors. i mean, whining and crying and throwing a fit until they get their way. i'm surprised they havent threatened to hold their breath until they pass out if they dont get their way. most people who say "i've been shopping here for x amount of years" usually havent. most people who say, "i'll never shop here again!!" ALWAYS come back, sometimes even within the hour that they said it.
heres the truth from me and most other employees to anyone that thinks we should bend to your every will: i could care less that you are the customer. i dont care about you, i dont care what you think, and quite frankly, i dont care if you ever shop at my store again. as far as i'm concerned, if you come in here thinking that you should be worshipped because you are the customer, you are an idiot, you are wrong, and most of all, you should realize that everything i'm typing here is the truth. you do not rule the world, you are not my boss, you do not control me. you are nothing but a stupid customer. now, if you are a good customer, one that will only make a big deal out of something with good reason, one that is patient, polite, and doesnt think that you know everything about everything, then i will welcome you to our store, thank you for shopping here, and i will always be glad to help you out. unfortunatly, most of the general public are not good customers. some are, but most arent. and by the way, if you get offended by this, good, because its most likely about you. have a nice day.
Rating:
Summary: Blasphemy!
Review: This book was nice in the past where most customers were at least there to be served. However, in a time when freebies and getting one over on the man has become an admireable atribute the ideas expressed are only good for a nostalgic look at how I might have wanted my business to be years ago. For todays business world of satisfying customers while keeping things like shrinkage down this book really is not much more than a fairy tale.
Rating:
Summary: Inspiring anecdotes from Bob Farrell
Review: This book's motivational tone inspires front line employees and managers alike. I have read the book and I know a number of managers and employees that also have read the book and apply many of its principles to their workplaces. The feedback I hear is that the concepts from the book have taken their employee's attitudes to new heights. It has helped not only boost internal morale, but their customers have noticed an improvement in their level of service.
I think the point of Bob Farrell's many life and work experiences shared in his book may have been missed by some of the folks that reviewed the book.
Bob makes a valuable point that it is not only important to treat customers well, but that you need to find out what "pickle" you can give offer them to give them the great experience that will convert them into a repeat buyer. Through his anecdotes, it is clear that the extra special something (or "pickle") that you offer may require observation and probing questions to uncover the customer's sometimes hidden needs.
While Bob stresses the fact that the customer is "the boss", some reviewers have missed the other important points of the book that put this philosophy into perspective. He makes the important point that serving customers (in any capacity - even behind the scenes as a dishwasher) is a noble profession. Bob also gives many examples of how his management style focusses on treating employees with care and respect. He provides his employees the tools (i.e. training, support, and the latitude to learn from their mistakes)to be successful in their jobs. So, while it may be a challenge to deal with the difficult and sometimes demanding customers that walk through the door, Bob teaches managers to empower your employees to make decisions and give away "pickles" when appropriate. Bob is also willing to be the manager that takes the fall when things go wrong and doesn't steal the credit when an employee makes a great achievement.
I stand behind my rating of this book and encourage others to read the book and form their own opinions.
Rating:
Summary: Blasphemy!
Review: This man hasn't the slightest idea what he's talking about. Boycott this drivel!
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