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Why do customers take their business elsewhere? 68% do so because of poor service! When you consider all the time, effort and money involved, just getting the customer into a business in the first place is quite an investment. A customer who receives bad service and does not return represents an enormous loss. Customer service speaker Bob Farrell says, "After all we’ve done to get the customer in our door and take care of them, we’re back to square one if they don’t say those three magic words... I’ll be back!"
Born in Brooklyn, New York during the roaring 20s, Bob Farrell succeeded where most failed by personally overseeing the creation of more than 130 Farrell’s Ice Cream Parlours. Beginning in 1963, Mr. Farrell coupled 100 hour weeks with an intense desire to provide his customers with the best in good food, fun and most importantly, great service. His outstanding commitment brought many personal and professional awards, including the Horatio Alger "Rags to Riches" Award and the National Restaurant Man of the Year Award.
Bob Farrell and his partners have opened 157 restaurants in the past 30 years and have never had a failure while they continued to operate them - this in a business with an 80% failure rate. Mr. Farrell’s other accomplishments include appearances on national talk shows, two Guiness World Records, completion of the New York Marathon, and a role in the John Huston film, "Minor Miracle."
Bob Farrell is featured in a number of programs, ioncluding "Give’em the Pickle" and "Leadership Pickles."