Service guru Farrell: Take care of your customers and they’ll be back often

Some customer service stories become legendary, like the pickle story from veteran restaurateur Robert Farrell. A Brooklyn, N.Y., native, Farrell founded Farrell’s Ice Cream Parlour and Restaurant in Portland, Ore., in 1963.As the concept grew, it became known for the juicy dill pickles that came with the meals. One day a customer asked the server for an extra pickle. She told him it would be an extra 45 cents. The customer was incensed and wrote an angry letter to Farrell. Although Fa

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