Several years ago, we realized that although we were teaching many important leadership topics to our staff, we also had a gap—managers didn’t have enough opportunity to practice these leadership skills, with an opportunity to mindfully reflect on what they were doing well and how to improve. As is common in many (most?) organizations, we […]
Have you ever wanted to address something “tough” with a coworker but not known where to start? Or perhaps you’re someone who prefers to avoid conflict altogether? Conflict in the workplace can be tricky and knowing how to navigate it well can make a huge difference to yourself, your staff and your coworkers. At Zingerman’s, […]
Talk to any business owner who has kept their doors open year after year and chances are they’ll credit their longevity, at least in part, to giving great customer service. Similarly, many customers who stay loyal to specific businesses and brands will often cite great customer service as a big (if not the biggest) reason […]
Ever been to one of *those* meetings? You know the one… somebody is grandstanding and won’t get off their soapbox. Somebody else is having a side conversation. The person sitting across from you might as well be alone in the room with their smartphone. Nobody is making decisions. The energy is low, and almost everyone […]
Business as art? There’s a concept you don’t often hear swirling around the business world these days… What would happen if everyone approached their lives as artists? What if business leaders looked at their organizations as if they were making art for the ages instead of being just vehicles for making money? What if everyone—not […]
If you’re in the business of serving customers, it’s no secret just how important giving great customer service is to the success of your business. But how do you know if you’re doing it well? As they say, what gets measured gets done. At Zingerman’s, we do a lot of work around customer service and […]
At Zingerman’s, we define a Vision as a picture of success at a particular time in the future. It’s different than a mission statement (those are never-changing) and it’s not a strategic plan either, as it doesn’t lay out a step-by-step guide for how to move forward. Rather, the Vision is the desired destination, described […]
Ask any trainer at ZingTrain what their favorite service tools are, and it’s a safe bet that the 10-4 Rule will be at the top everyone list. It’s a simple, behavioral customer service tool that ensures that every single person who enters your orbit is acknowledged and greeted. Ask anyone who has attended a ZingTrain […]
A new year brings with it renewed energy – energy to tackle goals, try new things and/or break habits that might not be serving us. What happens when we bring our unique energy to work each day? We have the profound power to affect our work ecosystem in ways that impact productivity, profits and well-being. […]
Explore the internal systems and practical tools that uphold and strengthen an outstanding customer service culture
