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Zingerman's Guide to Giving Great Service

really liked it 4.0  ·  Rating details ·  201 Ratings  ·  32 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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Oct 01, 2012 rated it really liked it  ·  review of another edition
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
Chad Warner
Jul 19, 2017 rated it liked it  ·  review of another edition
Recommends it for: customer service providers, business owners
A decent guide to customer service, from a company known for it. It includes lessons in customer service learned first-hand in the food service industry, but applicable to any business that provides customer service. It's well-organized and an easy read, but it's brief and not very deep.

This summary of how Zingerman's does customer service appears towards the end of the book:
If our guests aren't happy, we're not happy. The customer is never an interruption in our day. We welcome feedback of all
Barb Terpstra
Feb 26, 2012 rated it really liked it  ·  review of another edition
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
Anya Pineapple
Jan 21, 2013 rated it really liked it  ·  review of another edition
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
Jul 10, 2008 rated it it was amazing  ·  review of another edition
Yes! Let's all learn the 5 Steps to Handling Customer Complaints and the whole world will be a happier place.
Ellen Daniel
Jul 27, 2017 rated it really liked it  ·  review of another edition
Relevant to folks in all walks of life who interact with other human beings. The text is directed toward success in business but it left me thinking. How could we change the world if we adopted these principles in our everyday lives and in our relationships with loved ones. A quick and worthwhile read.
Dec 24, 2016 rated it did not like it  ·  review of another edition
Shelves: my-business
Странный осадок после прочтения. Я пишу читательский дневник и, как правило, исписываю страницы с идеями и интересными абзацами, но не в этот раз. Не нашла ничего интересного вообще!
Jun 16, 2017 rated it it was amazing  ·  review of another edition
Everyone should read this quick, entertaining little book that reminds us how to treat each other. After all, aren't we all really in customer service? Thanks for raising the bar, Zingerman's!
Mar 24, 2017 rated it it was amazing  ·  review of another edition
Must read for anyone who works in customer service. Great advice for building and maintaining great customer service at any business - both internal and external.
Oct 29, 2013 rated it it was amazing  ·  review of another edition
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
Nov 26, 2008 rated it liked it  ·  review of another edition
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
Joel Ungar
Sep 29, 2013 rated it really liked it  ·  review of another edition
Shelves: business
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
Dec 08, 2014 rated it really liked it  ·  review of another edition
The founders of Of A Kind (a limited-edition shopping site which supports small brands) said they read this book and built their notable customer service around the Zingerman philosophy. If it's worked for them, that's all I needed to hear.

It's an easy read with some good thoughts around how customer service can only truly be notable if it's baked into your goals and values as a company. They outline how they have done this with Zingerman's and the advice they give to other companies who come to
Jan 28, 2013 rated it liked it  ·  review of another edition
Shelves: career
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
Dan Ryan
Aug 09, 2014 rated it it was amazing  ·  review of another edition
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.
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 becomes repetitive after a point...there are quite a concepts In this book that the author could have elaborated on also..
Terry Gallagher
Feb 25, 2014 rated it really liked it  ·  review of another edition
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.
Feb 09, 2013 rated it it was ok  ·  review of another edition
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.
Brooke Campbell
Aug 04, 2008 rated it it was amazing  ·  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 in, EVERYONE!
Oct 08, 2013 rated it it was amazing  ·  review of another edition
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
Sep 27, 2013 rated it really liked it  ·  review of another edition
Shelves: nonfiction
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.
Aug 20, 2015 rated it really liked it  ·  review of another edition
Very useful. A straightforward read which lays out a comprehensive service philosophy. Seems quite applicable to library work.
Sep 14, 2009 is currently reading it  ·  review of another edition
pg 80
Sep 04, 2013 rated it it was amazing  ·  review of another edition
Shelves: work-related, 2016
This is actually one of the best customer service books I've read. Very practical examples of good service and how to train for it. If my library won't buy it, I'll be getting a copy for myself.
Oct 10, 2016 rated it it was amazing  ·  review of another edition
Amazing book. Written in such a simple but effective way. I believe this book is a must read.
Jan 26, 2009 rated it it was amazing  ·  review of another edition
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.
Nov 23, 2008 rated it really liked it  ·  review of another edition
Filled with examples, ideas and a step by step program. I got so many ideas for how to improve my organization.
Mar 12, 2014 rated it really liked it  ·  review of another edition
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.
Sep 08, 2014 rated it really liked it  ·  review of another edition
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.
Nicole Naylor
Nov 03, 2009 rated it it was amazing  ·  review of another edition
This is a must read for anyone working with customers--then go visit the deli and see it in action!
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