Pickles & Fish

We have all heard, read or participated in the ‘Fish Philosophy’ for customer service and business in general. The other day I had the opportunity to learn of another great customer service philosophy called “Just Give’em the Pickle!” by Bob Farrell. The Pickle Principal is about doing what is right for the customer; taking a negative situation and making it positive and going the extra mile for the customer.

Combine that with the Fish Philosophy we are all so familiarly with; Play, Make Their Day, Be There, and Choose Your Attitude. Image what kind of business and customers we would have if we took the time to really build upon these tools! Keeping customer service in perspective is the key to any business.


Here are some great tips on Customer Service:

1) Maintain a Positive Attitude: You are responsible and have the ability to choose your responses to people; accept you have a choice and act on it.
2) Monitor Our Self-Talk: Listen to that internal voice ‘self-talk’, sometimes it is warning us or giving us direction; it is our personal coach so make it a positive influence.
3) Look Sharp: Research shows that attractively and nicely groomed individuals are evaluated more positively by customers. Get plenty of rest, exercise and eat right to always look your best for you and your customers. It also leads to a healthy and positive attitude!
4) Make eye contact and smile; even if you’re not in the mood to be positive and show a good appearance, your customers will sometimes bring that avenue to you.
5) Be knowledgeable about your products and industry and give assurances that if you don’t know the answer, then you’ll be glad to find it out for the customer.
6) If you have a lot of repeat customers, remember their name and use it often. This builds credibility and trust with your customer.



Bottom Line: Maintaining professionalism is the key to success; having fun, being happy and doing what you want in your life will bring the positive to you every time!

The deepest principle of human nature is the desire to be appreciated.
-William James

Customer Service in a Fast Paced World

In just a few short weeks many cities will be inundated with Fall Craft Shows and Fall/Holiday Festivals. Patrons will scurry from place to place, looking for just the right gifts and packages; checking their lists and marking thru names. Halls and shops will be filled with floral designs, jewelry, food vendors, wood workers, potpourri and candles, embroidery and crocheted items ….all these artists and craftsmen have worked hard over the summer building a Fall/Holiday inventory for the buying public. It occurred to me yesterday at the first show of the season, that Custom Service is the ‘Brake or Make’ of a business. So, here are a few tips for great customer service.

·Always have a smile and pleasant attitude, Grumpy never sold anything. Greet customers with a “Hello and Welcome to ‘X’ and a warm smile. Don’t rush or push the customer or make them feel ‘boxed in’, allow them to move among your tables and through your booth. Be enthusiastic and Love what you do, it will show through to your customers!
·Let them know of any discounts or specials you might be offering for that show. Customers like to know where to get the best deals, especially in today’s economy.
·Be knowledgeable about your products. Tell a story of how you came to have a particular item, (especially if it is humorous). I have gemstones, so if a customer is looking at a particular piece I’ll let them know what stone it is, where it’s mined (if I know) or how I got it, and how the piece was designed. The last thing a customer wants to hear is ‘I don’t know, just something I thought was cute and picked up.’
·If I don’t carry a particular item, but I know of a fellow artist that does, I’ll refer the customer to that person. I want my customers to be happy and my fellow artists to be successful too!
·Chat with your customers, get to know them, give them the personal touch....find out what they like, what they don’t like, what they prefer and what they look for in gifts. Know them and the people they buy for. I’ll often ask a repeat customer “how did so-and-so like the gift you bought last time?” This also gives me feedback on how I’m doing as a business, how my jewelry is accepted and what I need to do differently or better.
·Lastly, always, always include your business card. I always add and mention my business card to every customer. I let them know about my websites and not just a ‘buying site’ either. I tell them on my blog there is useful information such as industry news, calendar dates and show discounts, and a spotlight on a new gem or jewelry design.

Find your ‘Nitch’, go with it and enjoy what you do and it will show to everyone!