We’ve recently started teaching an “advanced” customer service class (called Greens to Evergreens) that focuses on a variety of techniques to build stronger bonds with existing customers. Teaching this class has given us some BGOs (belated glimpses of the obvious). One of which was: why not use OnTrack to better connect ZingTrain’s clients with other parts of the ZCoB (Zingerman’s Community of Businesses)? After all, almost every ZCoB business has some business-to-business aspects that may be of interest to someone reading this!

So in addition to ZingTools, in this OnTrack we are also including “ZingDots” (“dots” being a term we learned from Danny Meyer of Union Square Hospitality Group, that means bits of information that can be used to provide better service, including connecting customers with each other — Check out his book, Setting the Table). Each of these ZingDots will link you to a webpage that provides additional information about that ZCoB business.

• When Zingerman’s Bakehouse opened in 1992, it had only one customer — Zingerman’s Delicatessen. But now the Bakehouse has many wholesale customers. Most of these customers are in SE Michigan and get daily deliveries of bread and/or pastries. But with the introduction of the Zzang Bar, the Bakehouse’s line of full-flavored, hand-made chocolate candy bars, it is possible for retailers around the country to carry a bit of Zing! on their shelves.
  Bakehouse ZingDot: Zzang Bars (and BAKE! is really good
  for corporate group activities.)
• The artisan cheeses and Italian-style gelato from Zingerman’s Creamery are also available wholesale, directly from the Creamery and through selected distributors around the country. If you have a full-service cheese department, have staff who love to talk with customers about new products and are looking for cheeses that set you apart from the competition, give the Creamery a call. (Ask about their hand-ladled, fresh cream cheese!)
  Creamery ZingDot: Wholesale information (Ask about special mozzarella making classes for corporate groups.)
• Zingerman’s Coffee Company roasts small batches of estate-grown beans and sells to retailers and restaurateurs alike. Their Roadhouse Joe blend was developed for Zingerman’s Roadhouse and is my personal favorite.
  Coffee Company ZingDot: Wholesale information
• Looking for a present to send to a big client? Want to recognize a colleague for a job well done? Celebrating an organizational success? The friendly folks at Zingerman’s Mail Order‘s Professional Presents department would love to help you create a one-of-a-kind gift.
  Mail Order ZingDot: Professional Presents

NEWS FLASH! ZingTrain seminars are on the move. After 12 years of holding seminars upstairs in the Deli, ZingTrain will be inaugurating a new training space across town (near the Bakehouse and Creamery). Round tables! Comfortable chairs! Room to move! Stay tuned for details.

NEWS FLASH #2! Watch for the release of our latest training video coming soon — Zingerman’s 5 Steps to Effectively Handling a Complaint is really close to its final cut. Watch for the latest DVD news on this website.

Happy New Year!

P.S. For those in the Ann Arbor area, don’t forget Zingerman’s Catering! Meetings are SO much more productive when people are well fed! Also, Zingerman’s Roadhouse books private rooms and can send the Roadshow to your site.