Bob E Farrell
Bob Farrell's philosophy for business success is simple: take care of the customer. Combining his love for family, fun, and ice cream, he co-founded one of the first national full-service chain restaurants: Farrell's Ice Cream Parlors. A pioneer in the industry, he personally managed the opening of more than 130 Farrell's restaurants, eventually selling the company to Marriott. Widely known for his "give 'em the pickle" philosophy, Farrell explains that all businesses are in the "people business." It's not what you make or sell that's critical, it's how you take care of the people who buy it. With his incomparable style, wit, and customer service wisdom, he presents a fun, motivating look at the most important thing we can do in business: take care of the customer.
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Bob Farrell's philosophy for business success is simple: take care of the customer. A dynamic and energetic personality, he shares with audiences his recipe for building business and keeping customers for life.
It is Farrell's belief that business has managed to industrialize, modernize, globalize, reorganize and computerize, yet it hasn't realized its potential to create and keep customers. Farrell, who is widely known for his "give 'em the pickle" philosophy, explains that all businesses are in the "people business." It's not what you make or sell that's critical, it's how you take care of the people who buy it. The primary job is to make customers happy, and the best way to do that is by giving out "pickles" - those special or extra things that make people happy. It may be walking a customer to an item they're looking for rather than just pointing. Or maybe it's a handwritten "thank you" note in every order shipped. The trick is figuring out what your customers want, then making sure they get it. That's the "pickle!"
After 12 years in retail grocery sales with H.J. Heinz and Libby Foods, Farrell combined his love for family, fun, and ice cream and co-founded one of the first national full-service chain restaurants: Farrell's Ice Cream Parlors. A pioneer in the industry, he personally managed the opening of more than 130 Farrell's restaurants, eventually selling the company to Marriott.
As a successful entrepreneur, Farrell invested in various businesses and established Odyssey Productions, a training video production house. However, he always kept a hand in the restaurant industry. He created Engine House Pizza, a regional chain that was purchased by Quaker Oats, and served as chairman of the board for Pacific Coast Restaurants, Inc., a $55 million regional dinner house company. He continues to serve as chairman emeritus and consultant to the company, which operates more than 20 restaurant locations.
Farrell's "give 'em the pickle" story applies to every type of business that wants to give that extra level of service and keep the customers coming back. A former National Restaurant Association "Man of the Year" and Horatio Alger Award recipient, he credits his early thinking with having had the opportunity to work and train in Disneyland, where he learned much about hiring, training, and motivating employees. His book, Give 'em the Pickle ...and they'll be back!, contains entertaining stories and practical ideas based on Farrell's experience.
Considered by many the most impassioned customer service speaker in the business, Farrell shares his unique insights with audiences in all industries. With heartfelt conviction, he offers proven and effective methods he used in his own highly successful operations to improve service, consistency, attitude and teamwork. With his incomparable style, wit, and customer service wisdom, he presents a fun, motivating look at the most important thing we can do in business: take care of the customer.
