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 of fulfilling small requests give truth to another popular idiom: that “the customer is (almost) always right.”
But what about feedback and requests that go beyond personal interactions with your company, and deal directly with your product? Should you listen to customers then? Do they understand their problem well enough to propose feasible solutions?
Related: The 3 Words Your Customers Love Most
When it comes to a…
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