Product Description

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. And 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, co-founder 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 performance.

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 service.
--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.

Product Details

• Amazon Sales Rank: #202125 in Books
• Published on: 2004-12-01
• Released on: 2004-12-01
• Original language: English
• Number of items: 1
• Binding: Hardcover
• 144 pages

Features

• ISBN13: 9781401301439
• Condition: NEW
• Notes: Brand New from Publisher. No Remainder Mark.
• Click here to view our Condition Guide and Shipping Prices

Review
"Zingerman's Guide reads like a high-powered seminar, with humorous illustrations and quick-reference information." -- Niche

About the Author
Ari Weinzweig, along with Paul Saginaw, founded Zingerman's Community of Businesses, which includes Zingerman's Delicatessen, Zingerman's Creamery, Zingerman's Bakehouse, and ZingTrain. The author of Zingerman's Guide to Good Eating, he lives in Ann Arbor, Michigan.

From AudioFile
Eighty percent of complaining customers are unhappier AFTER they complain. That's one statistic that surfaces in this short customer service guide from Zingerman's, the feisty food emporium in Ann Arbor, Michigan, which INC. magazine dubbed "the coolest small company in America." There's plenty of advice here and lots of tips on how to treat customers like royalty. For example, the 10-4 rule: Make eye contact within 10 feet of a customer; greet him or her verbally within 4 feet. Author Ari Weinzweig's narration--like Zingerman's signature coffee cake--is warm and homey. But the project also has a few drawbacks: It's fairly short, a third of it is a Q&A with the company's founder, and the charts and action lists are not included. They're available upon request. R.W.S. © AudioFile 2005, Portland, Maine-- Copyright © AudioFile, Portland, Maine

Customer Reviews

Excellent information in an informal format
If you're an uptight and resistant to change person, this is probably not going to be the best guide for you. Zingerman's is a liberal, "do the right thing" kind of environment. Their staff is respectful of each other and their customers without seeming militaryish or goofy. You can tell they love what they do and they are good at it.

I want the same environment for my staff. While we have terrific people in our Group, they just need serious help in the correct way to deliver customer service. This guide provides easy to understand concepts and examples.

The only thing I wish was different would be less food focus type advice. (Yes, I know Zingerman's is a food operation) If you're going to write a book on customer service, it would be helpful if it was easier to directly apply examples like "x-tra mile" ideas to general business.

If you're ever in Ann Arbor, be sure to visit Zingermans for the full experience -- it's so worth it!

Servant Leadership
Zingerman's guide is an outstanding primer on a businesses approach to service. Zingerman's philosophy is quite simple: Customer's should be treated like royalty and it is my responsibility to implement this standard. Ari Weinzweig takes you through the steps that he uses to teach outstanding service principles to his employees and in workshops for other companies. Although service is not always easy it is a noble goal in itself and should be diligently pursued by every team member of a business.

Relevant to ALL Businesses
A refreshing approach to running a business and how to provide top-notch customer service. This is a quick read and well worth it. Whether you are in the restaurant business or any other trade, this book gives great advice. I look forward to eating at Zingermans when I visit Ann Arbor.