Summary of Zingerman's Guide to Giving Great Service

Treating Your Customers Like Royalty

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Zingerman's Guide to Giving Great Service book summary
Build a reputation for good service two ways: first, solve customer complaints completely; second, serve your employees.


7 Overall

8 Applicability

5 Innovation

7 Style


Customer service is not theoretical; you want practical advice from someone with hands-on experience. Author Ari Weinzweig has the credentials to deliver first-hand advice since he actually worked at the counter of Zingerman's Delicatessen in Ann Arbor, Michigan (and is the co-founder of its group of eight businesses). recommends this jazzy little book and the restaurant, with its good reputation and good food. It's also as expensive as any famous deli in Manhattan, which - coupled with great service - could explain how it expanded. Who can argue with success? Weinzweig's book, which is very literate despite its purple cartoons, covers the tactics he used to cultivate customers and to encourage staffers to deliver great service. He examines the obvious features of memorable service. And, in the course of retracing the basics, he often provides new insights and refreshing ideas about making customers feel special. Small business owners, service managers and human resource managers and staffers should all order a copy. Read it with a side of slaw and a big dill pickle to get the full effect.

In this summary, you will learn

  • Why the Zingerman's approach to delivering customer service is special
  • What three steps you can take that define top quality service
  • How to deliver memorable service consistently


Pleasing Everybody
Hundreds of books discuss customer service, but Zingerman's approach is different because: The leaders at Zingerman's actually teach their approach to others from around the world. The more they teach it, the better they can help others implement it. <...
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About the Author

Ari Weinzweig is one of the founding partners of Zingerman's Community of Businesses. He is the author of a number of articles and books on food and business. Zingerman's started as a small delicatessen in Ann Arbor, Michigan and has since grown to eight businesses employing about 400 persons and grossing $25 million annually. The businesses include restaurants, a mail order operation and a training program to teach customer service to other firms.

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