Zingerman’s began as a deli over 35 years ago and gradually grew into a number of related small businesses. Zingerman’s success relies on a combination of their guiding principles, strong culture of communication, and customer service focus. Zingerman’s feels it’s critical that employees are empowered to do what it takes to serve their customers—whether it’s an employee’s second day, or second year at work. To help put this idea into practice, Zingerman’s developed 5 Steps to Effectively Handling a Customer Complaint, which provides a “recipe” for handling customer’s issues.
This commitment to service is also emphasized within Zingerman’s through a culture of service leadership, wherein organization leaders are expected to provide the same great service to Zingerman employees as they are to customers, helping to reinforce great service day-in and day-out.