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Zingerman's Guide to Giving Great Service

3.96 of 5 stars 3.96  ·  rating details  ·  113 ratings  ·  22 reviews
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,...more
ebook, 144 pages
Published June 26th 2012 by Hyperion (first published December 1st 2004)
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Natalie
Yes! Let's all learn the 5 Steps to Handling Customer Complaints and the whole world will be a happier place.
Lucas
The Zingerman's Approach to Great Service

1) We teach it. Without effective training, great service is just one more good idea that never really happens. We're relentless about our service training. The good news is that there's no reason others can't be just as dedicated. I'll guarantee that it's worth the effort - this stuff really works! When someone finishes our training, they actually know what we expect with regard to service. And - through our classes, seminars, and training materials - we...more
Barb Terpstra
I really enjoyed this little book on how to give great service (treat your customers like royalty). I'm sure that most, if not all, of us, know the right thing to do. The question is, do we always do it. Great customer service never goes out of style and it behooves us to pay attention to Winzweig's pithy advice. Educators especially, should pay attention to this book. In this age of competition for students to choose our schools, the customer service we provide, from the cleaners, assistants, s...more
Dan Ryan
Short, zippy, and important - I just ordered several copies for people I work with. Zingerman's is a collection of deli-related businesses based on great service. I'm not in the deli business, but the book is inspirational and universal in its advice on how to view every opportunity to interact with customers as a chance to have them believe that they are the best thing that happened to you that day.
Terry Gallagher
A lot of basics in here, but the basics bear repeating. Zingerman's is a great business in our community and I wanted to learn more about it. Their service has always been one of the keys to their success, maybe even as much as the food. The lessons here could be applied to all sorts of things, not just delis.
Ellen
A quick guide to great customer service. It didn't really say anything I didn't already know, but it certainly reminded me that I didn't always walk the talk. It also made me think about how few times I actually can remember getting GREAT customer service. As a manager, I find it a useful reminder that providing service is the core of our business, and providing GREAT service will make our jobs easier and more satisfying.

On a side note, I contacted the company for some of the handouts mentioned...more
Joel Ungar
A very easy and generally delightful read.

As someone who had the privilege of eating at Zingerman's when they first opened, I have admired their success, mostly from afar. Ann Arbor is about 35 miles generally from me -close but not reason enough to go just for lunch. But I did suggest it to my wife before we catch an upcoming train ride.

I recently was in a two hour meeting with the author's co-founder, Paul Saginaw, who generously shared various aspects of how Zingerman's does things. And that...more
Margee
Weinzweig's rules of good customer service are well mapped out and easy to grasp. The jist of it: make people feel better rather than worse after their encounters with you, find a way to help them get what they want, even when you can't provide it, and customer service encounters aren't necessarily 'fair'--it's your job to try to please the customer, not vice versa; that's what makes them customers, and keeps them coming back. This book is slim at only 130 pages, but the author's highly accessib...more
Brady
I don't really work in a particularly Service oriented industry, and I learned great things from this book. I am slightly obsessed with Zingerman's after reading it too.
Anya Pineapple
Note: I have a bias to this book since I work for this company. However I still enjoyed reading this. It's a quick, info heavy book on ways to improve service for any business and relates to the culture of people instead of a bullet point list of action steps. The language is simple and it reads well. Ari has an incredibly clear voice in all of his writing and you'll feel as if a friend is speaking to you instead of a CEO from a successful multi-platform food business. It's not a long read and i...more
K
This book is helpful in pointing out why great service is so uncommon- it's unfair, difficult to track, and not necessarily respected in our culture. I think acknowledging that makes me appreciate great service when I see it even more, and makes me consider ways that I can improve my service more and respond in the moment. It's not an earth shattering book, but a good foundation for those starting out in a career. Even if you're not directly 'client facing' its good to note that we all have to g...more
Emily
It's a good take on customer service relations and makes me curious to take my Celiac self into their store ... also scared to do so. But interested.
Ashish Sharma


Ok at best...there are good concepts for anybody coming from non service industry to service industry...but even the 120 pages the book has seemed excessive...the book could be reduced to a 3 pager article...it becomes repetitive after a point...there are quite a concepts In this book that the author could have elaborated on also..
Brooke Campbell
Aug 12, 2008 Brooke Campbell rated it 5 of 5 stars  ·  review of another edition
Recommends it for: Anyone
Even though I don't work in the food industry, it was easy to see how this could apply to my current administrative gig. I find myself approaching my job in a more positive manner, and in return, I'm noticing people responding to me in the same fashion. An invaluable read for anyone who works with others...as in, EVERYONE!
Scott
Reading this for work with all the other managers. I see lots of specific things that I do use and can also grow in my use, but I'm really struggling with some things that are presented here. We'll be having a corporate seminar on all this in the next couple of weeks and I'm trying to keep an open mind until we go through it.
Ricka
Excellant book on customer service both external and internal! A must read for anyone who is or aspires to be in a supervisory position. AND, anyone who would like to see their business thrive or their place of employment thrive. Change starts with one persons desire to make a difference.
Penny Ramirez
3.5 stars. Nothing really new here, but a concise way of summarizing how to achieve excellent service. I especially enjoyed seeing the requirement for documenting service issues, both good and bad.
Vicki
Zingtrain in a book -art of giving great service. Teach it, define it, live it, measure it, reward it-Oh/Wow, I'm so sorry, What can I do to make it right. Great
Alissa
Filled with examples, ideas and a step by step program. I got so many ideas for how to improve my organization.
Tina
This one is short and sweet. There are a lot of great tips in it and it is very easy to come away with something good.
Nicole Naylor
This is a must read for anyone working with customers--then go visit the deli and see it in action!
Tai-Ling
Sep 14, 2009 Tai-Ling is currently reading it  ·  review of another edition
pg 80
Stephenos
Stephenos marked it as to-read
Oct 03, 2014
Mike Salemme
Mike Salemme marked it as to-read
Sep 11, 2014
Mary
Mary marked it as to-read
Aug 26, 2014
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