Zingerman’s Guide to Giving Great Service
A phenomena of entrepreneurship Ari Weinzweig, co-founder of Zingerman's Deli, reveals the secrets to achieving exceptional customer service. Zingerman's Deli in Ann Arbor, Michigan, is a well-known deli with a devoted following. Its goods and service have been lauded in publications as diverse as the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what began as a little deli has blossomed into a thriving restaurant, catering service, bakery, mail-order company, creamery, and training facility. The Zingerman's crew knows a thing or two about customer service, as seen by their booming business and devoted consumers.
Now, in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the Zingerman method of treating customers, providing step-by-step instructions on what to teach employees, how to train them, how to implement the training, how to measure their success, and how to reward performance. Some of Zingerman's tried-and-true beliefs include:
Customers who receive a wonderful product but lousy service will be less loyal than those who receive a mediocre product but excellent service. If people feel you care enough to listen to them, you'll get more complaints. This is a good thing. Customers are treated the same manner by employees who are appreciated, respected, and properly cared for.
