Jamie McLeod introduced George Dunn - "Facilitator - Livery Training Programme, Community Peace Officer, Livery Transport services Inspector, Development and Building Approvals - for the City of Calgary. He's a terrific gentleman, with many titles and a terrific sense of humour.

One of the things he does well is customer service training, so he showed a video the City had obtained for their training purposes. It was called "Give them the Pickle".

The idea: What is the extra thing you can give the customer to make the customer happy? So, find out what the customer wants and give it to them. The customers are the boss.

"They help us buy our cars, our houses, our vacations, so they are the boss." As an employee you must remember you are the face of the company to every customer you meet. Your attitude counts and you must be consistent.

Teamwork is important because we can work to make each other look good. Then it's more fun to go to work.

He had us all laughing because we all knew what he was saying about all of us - what we do and what we have experienced.

A little smile, a "pickle" can make a big difference and those little differences add up to make a big difference. You maybe forgot exactly what was said, but you remember how you felt in a situation. A good gauge of customer service is how you feel when you leave.

David Marshall did a dandy job of thanking George on behalf of the club. George was very pleased with his Boltman.

reported by Lynne Thornton