Zingerman's Guide to Giving Great Service (Hardcover)

~ (Author) "For a few minutes, imagine that you're here for one of our service classes..." (more)
Key Phrases: giving great service, Code Red, Mail Order, Zingerman's Experience (more...)

Editorial Reviews

Review

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

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.

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Product Details

• Hardcover: 144 pages
• Publisher: Hyperion (December 1, 2004)
• Language: English
• ISBN-10: 1401301436
• ISBN-13: 978-1401301439
• Product Dimensions: 7.5 x 5 x 0.7 inches
• Shipping Weight: 9.1 ounces (View shipping rates and policies)
• Average Customer Review: 4.4 out of 5 stars  See all reviews (16 customer reviews)
• Amazon.com Sales Rank: #325,970 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

4.0 out of 5 stars Excellent information in an informal format, August 3, 2006

By	M. Killian (Livonia, MI) - See all my reviews (REAL NAME)

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!

4 of 5 people found the following review helpful:

5.0 out of 5 stars Servant Leadership, December 10, 2004

By	Tory L. Mcjunkin (Scottsdale, AZ United States) - See all my reviews (REAL NAME)

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.

1 of 1 people found the following review helpful:

5.0 out of 5 stars Relevant to ALL Businesses, February 12, 2007

By	Steve Kruger "epicurean" (Raleigh, NC) - See all my reviews (REAL NAME)

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.