Sometimes our customers will ask for something that is out of the ordinary, is something that we aren’t accustomed to doing in a typical transaction, or for something that really seems out of the ordinary, but to me this is the perfect time to really give customers what they are asking for. So why “Give Them the Pickle?” I heard a story once about a customer who went into a restaurant every week for years. One week when he went in there was someone new who didn’t know the customer. If he had known the customer he would have known that every week when he comes in he is given some extra pickles. When the customer asked the employee to grant this request that day, he was told no.
When the customer was told no, he didn’t complain, he simply just didn’t come back. So, were some pickles really worth losing a customer who had been coming in every week, giving you business? These types of experiences can really make a difference to a customer and in the grand scheme of things they aren’t really all that difficult.
So, when someone asks for something that can be done, but is a bit out of the ordinary for what you usually do, take the time to “give them the pickle” and exceed their expectations. You will be happy you did it in the long run because you will keep that long-term customer and potentially gain even more.