Interviewing a mystery shopper - "Just give 'em the pickle!"
02/06/23 • 14 min
This week, we talk about what it means to make the guest experience a happy one. Sometimes you need to give the guest an extra pickle with their lunch order... or maybe even a free refill of a Coke.
Les references the term "Give 'em the pickle!" A term coined by Bob Ferrell (who started Ferrell's franchise.) Les spent many birthdays at Ferrell's in Hawaii growing up. Les also gets a first-hand account of how this lesson in guest service could have been applied in an encounter that our good friend Sarah experienced.
Greg (Les' husband and partner)interviews Sarah and then asks for Les' reactions to the situation Sarah endures at a local Crêpe restaurant.
#customer-service #guest-service #career-advice
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Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show!
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"Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort.
- For official Disney information, visit Disney directly.
- For official Planet Hollywood information, visit Planet Hollywood directly.
- For official Warner Brothers Store information, visit Warner Brothers Store directly.
This week, we talk about what it means to make the guest experience a happy one. Sometimes you need to give the guest an extra pickle with their lunch order... or maybe even a free refill of a Coke.
Les references the term "Give 'em the pickle!" A term coined by Bob Ferrell (who started Ferrell's franchise.) Les spent many birthdays at Ferrell's in Hawaii growing up. Les also gets a first-hand account of how this lesson in guest service could have been applied in an encounter that our good friend Sarah experienced.
Greg (Les' husband and partner)interviews Sarah and then asks for Les' reactions to the situation Sarah endures at a local Crêpe restaurant.
#customer-service #guest-service #career-advice
Would you like to be on Les is More?
Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show!
Follow Les on:
"Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort.
- For official Disney information, visit Disney directly.
- For official Planet Hollywood information, visit Planet Hollywood directly.
- For official Warner Brothers Store information, visit Warner Brothers Store directly.
Previous Episode
How to go from a shy introvert to an extrovert
I talk about my career history, and my background in customer service.
I evolved into a guest relations and customer service master after working in 3 different fields and really hitting my stride working 24 years at Walt Disney World Resort as a VIP Tour guide and a guest relations cast member.
I share how I keep learning from the people I meet every day. We go over million-dollar experiences and what that can mean when you really take in the lessons that people can teach you in any job you take.
(credit to Lee Cockerell for the lesson of the million-dollar experience.)
#customer-service #guest-service #career-advice
Would you like to be on Les is More?
Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show!
Follow Les on:
"Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort.
- For official Disney information, visit Disney directly.
- For official Planet Hollywood information, visit Planet Hollywood directly.
- For official Warner Brothers Store information, visit Warner Brothers Store directly.
Next Episode
It really was Agatha all along - Showing kindness to someone in need
The old saying is true, “Be kind to whoever you meet because they may be fighting a battle you have no idea about.”
We talk through a veterinary emergency experience and in the midst of finding the help we needed for our cat, a guest service hero shined through in an unlikely place - Dunkin’ Donuts.
We talk about how our side quest for coffee led us to a cashier named Agatha who loved her job and had such genuine compassion for her customers. She turned our day around with her attitude towards her job and the kindness she showed us.
Les goes into how ones’ approach to guest service can lead to moments of kindness like this and can only help the guest experience. Sometimes, the service you provide doesn’t always have to directly relate to the product you sell. Sometimes, human beings being kind to one another is exactly what’s needed in that guest interaction.
#customer-service #guest-service #career-advice
Would you like to be on Les is More?
Do you have a question you'd like Les to address directly on the podcast? Fill out this form below and we'll do our best to get it on the show!
Follow Les on:
"Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort.
- For official Disney information, visit Disney directly.
- For official Planet Hollywood information, visit Planet Hollywood directly.
- For official Warner Brothers Store information, visit Warner Brothers Store directly.
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