He signed his name and, fortunately for me, included his address. I wrote him a letter and enclosed a card for a free hot fudge sundae. I assured him we don’t run our business that way, apologized, and asked him to please come back. I had a chance meeting with him years later and I thanked him in person for his letter because it became the “war cry” of our young company, “Give ’em the Pickle.” When something happens with a customer and you’re not sure what to do? “Give ’em the Pickle!” Do what it takes to make things right!
The pickle philosophy has evolved from there as it’s been put into practice at various businesses. It may be about going the extra mile to make customers happy or putting your own personal stamp on customer service that sets you apart from your competition. At my favorite tire store they literally run to greet me when I step out of my car in the parking lot. I’ve met garbage collectors who stop to start lawn mowers and coffee baristas who add a heart or other designs in the latte foam. Those are all pickles. What are yours?