This story is a bit rambling, so bear with me. It starts several decades ago, when I was in high school and attended a weekend retreat sponsored by the Rotary Club. Our guest speaker was Bob Farrell, co-founder of Farrell's Ice Cream Parlour and Restaurants, who sold the chain and became a consultant and motivational speaker. He talked about customer service.
The story goes that a man, who wasn't dressed so finely, walked into a bank to cash a check. He asked the bank to validate his 50-cent parking ticket. The teller refused. He asked to speak to a manager. The manager backed up the teller and also refused to validate the customer's parking ticket. So he said he wanted to withdraw all his money and close out his account.
Sure. Because how much money could this scruffy customer possibly have?
The teller's face paled.
Apologies were rendered.
And refused.
The customer withdrew $1 million.
He promptly took his money and deposited it in the bank across the street.
Decades later, the story stayed with me. I thought it was just a story. Turns out, the story is true -- in October 1988, John Barrier, who made his money renovating houses, went into Old National Bank (now U.S. Bank) in Spokane, Wash. to cash a check and had his 50-cent parking validation refused. So he withrew $1 million. He took his money across the street to Seafirst Bank, who made it a point to treat Barrier well. But whether he had $1 or $1 million, was charging 50 cents for parking worth losing any customer? Farrell's pickle principle is about businesses doing what they can to make things right for the customer. Don't be so tight-fisted about the small stuff, that you lose loyal customers.
Now, my story is on a much, much smaller scale.
