The customer is mostly wrong: How to use “No” to keep your competitive edge
Jul31
Gregory Ciotti is the marketing director at Help Scout. This post originally appeared on the Help Scout blog. One of the more iconic phrases in customer service is “give ‘em the pickle,” drawn from a story by Bob Farrell regarding an unhappy customer who couldn’t get extra pickles for his hamburger. The customer actually wrote a letter detailing the frustration he felt in his inability to get said pickles. The phrase stuck thanks to the important lesson Bob learned that day — a little extra effort in service is often all it takes to make for a great experience. The benefits…
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