101: Give ‘Em The Pickle – A Tale Of Exceptional Customer Service


In this episode, Peter examines the power of delighting customers with small gestures. That was the essence of Farrell’s Ice Cream Parlor, a place where joy overflowed and every customer left feeling like a VIP. Bob Farrell, the visionary behind this delightful chaos, stumbled upon a golden nugget of customer service when a complaint about an extra charge for a pickle turned into a revelation. Rather than nickel-and-diming over condiments, Bob saw an opportunity to turn a potentially sour situation sweet. He decided to “give them the pickle” — a metaphor for going above and beyond to ensure customer happiness.

This wasn’t just about pickles; it was about making small gestures that had a huge impact. It was a philosophy that transformed how businesses approached service, emphasizing that the magic lies in the details. From an unexpected upgrade to a personal note of thanks, it’s these moments that forge lasting connections and turn customers into lifelong fans.

Bob’s approach and the story of Sweetwater’s meticulous care for their customers are more than just heartwarming tales. They’re powerful lessons in the art of delighting people, reminding us that in the grand scheme of things, it’s the little acts of kindness and attention to detail that truly set us apart.

So, as you navigate the bustling world of business, ask yourself, “What’s my pickle?” Find that special something that makes your customers’ hearts sing, and don’t hesitate to give it freely. Because in the end, it’s those joyful experiences that not only build a loyal customer base but also make the journey all the more rewarding.