As we all know (and as I’ve covered in the last two articles in this series: Low-Cost Service Tips in High-Stress Times, and MORE Low-Cost Service Tips), great service is about getting the big and small things right. In this third installment of basic but useful service strategies that we put into practice at Zingerman’s, […]
Great service is about getting the big and small things right—and in this tough economy, keeping customers happy has even greater significance. Therefore, here is the second installment of basic but useful service strategies that we put into practice at Zingerman’s. Some of these can be implemented one at a time, starting tomorrow morning if […]
In part one of a three-part series, we learn about rules for greeting guests (and, yes, there are rules) and boosting the service skills of long-term employees. Low-Cost Customer Service Tips to Keep Customers Coming Back In light of the tough economic times, great service is an even more compelling area for focus than usual. […]
IN RECENT ISSUES, I’VE FOCUSED ON THE INFORMATION WE’VE GLEANED FROM THE ZINGERMAN’S EXPERIENCE INDICATOR (ZXI), or what others in the business world refer to as the Net Promoter Score. Part of me thinks I should switch to another topic but as the findings keep coming and continue to have a positive impact on our […]
Some time ago, I spoke at the Inc. 500 Conference in Savannah. The biggest perk was to hear the other presenters, such as former President Clinton. The presentation that had the greatest lasting impact on Zingerman’s was by Scott Cook of Intuit. Intuit makes Quickbooks, Quicken, TurboTax and other accounting software. Cook talked about the […]
Children are an ever-more-important element of our work in the food world. At the Deli, kids of all ages come in at all times of the day with parents and grandparents. At the Bakehouse and Creamery, which are located in an industrial park, parents show up with kids after school or around scheduled classes in […]
There are two specific areas where the one-customer-at-a-time approach can make a significant impact on organizational success. At Zingerman’s, we focus on both of them because either has the potential to take a customer experience from poor to great by simple, though often not intuitive, action by an owner, manager or associate. Breaking the Rules […]
I grew up with pastrami on rye (for special occasions) from delis in New York City and South Florida. But, my memories of time at these establishments are less about the service and more about the food—mostly because of waitresses declaring sharing charges for split meals (I was 8 years old, how could I possibly […]
The 10-4 tool is when employees acknowledge customers with eye contact and a smile when they are within 10 feet and verbally greet them when they are within 4 feet, creating a welcoming environment. 10-4 Day is an opportunity to celebrate this effective customer service tool and have some fun! Learn about how Zingerman’s Community […]
Over the years that I’ve been a Trainer and Speaker with ZingTrain, sharing how Zingerman’s builds a culture of great service, I’m sure you can imagine how my awareness of the way that different companies deliver customer service has only increased. Of course, there’s a wide range out there – I personally try to patronize […]
You’ve probably spent some statistically significant portion of your life on the phone. You know how to pick up the phone, basic phone manners, and how to hang up. We’re all, most likely, perfectly capable of picking up a phone and talking into it… But we also need to learn to take the art of […]
This may seem too simple to even mention, but I’m going to say it anyway:
