Joanie Hales

Recent Posts

How to Give Great Customer Service Over the Phone

Posted by Joanie Hales on 7/26/19 9:44 AM

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 telephone service seriously. At Zingerman’s, we do millions of dollars of business a year on the telephone so it's imperative that we give the best, most professional service possible whenever we are on the phone.

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Topics: Customer Service

Bring Your Best Self to Work

Posted by Joanie Hales on 1/14/19 2:25 PM

Back in 2007, when Zingerman’s wrote Zingerman’s 2020 Vision describing what the business would look like in the year 2020, we wrote that “we [Zingerman’s] have successfully quantified fun, measured fun, and improved our fun factor by at least 380% since 2007. We actively teach people how to have fun at work. We have games to increase the volume of fun we experience and reward ourselves with added fun.”  

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Topics: Customer Service, Leadership, Training

How to Handle a Customer Complaint

Posted by Joanie Hales on 10/31/18 10:00 AM

Do you like handling customer complaints? Why or why not?

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Topics: Customer Service

The Pros and Cons of Servant Leadership

Posted by Joanie Hales on 6/28/18 2:03 PM

Zingerman’s didn’t invent the idea of Servant Leadership - we learned our approach from Robert Greenleaf and have adapted his thoughts, along with the thoughts of many other leaders we’ve admired, into our approach to Servant Leadership.  The basic idea of servant leadership is that, first and foremost, we are here to serve the organization. The higher we move up in the organization, the more people we are there to serve, not the more people who are there to serve us.

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Topics: Leadership

Your Guide to Training

We're glad you're here.

Enjoy the nuggets of wisdom, techniques, tips, and insights we've gathered from sharing the Zingerman's unique approach to business for over 20 years. We've offered training to thousands of people on topics like customer service, leadership, visioning, open-book management, among many others, and we plan to share as much of that insight we've gathered from doing so with you here.

Linger. Read. Assimilate. Participate. 

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