Entrepreneurial phenomenon Ari Weinzweig, co-founder of the
much-loved Zingerman''s Deli, shares the secrets to providing
world-class customer service.
Zingerman''s in Ann Arbor, Michigan, is a beloved deli with some
of the most loyal clientele around. It has been praised for its
products and service in media outlets far and wide, including the
New York Times, Men''s Journal, Inc. Magazine, Esquire,
Atlantic Monthly, USA Today
, and Fast Company
what started out as a small deli has grown to a flourishing
restaurant, catering service, bakery, mail-order operation,
creamery, and training business.
Booming business and loyal customers are proof enough that the
Zingerman''s team knows a thing or two about customer service. Now
in Zingerman''s Guide to Giving Great Service
Ari Weinzweig shares the unique Zingerman method of treating
customers, giving the reader step-by-step instructions on what to
teach staff, how to train them, how to implement the training, how
to measure their success, and finally, how to reward
Some of Zingerman''s time-tested principles:
- Customers who get a great product but poor service won''t be as
loyal as those who are disappointed with a product but get great
- You''ll get more complaints if people believe you care enough
to listen to them. And that''s a good thing.
- Employees who are rewarded, respected, and well cared for treat
customers the same way.