Blog Posts

Strong Systems to Greet Customers: Celebrate 10-4 Day with ZingTrain

Posted by Elnian Gilbert on 9/19/19 4:28 PM

The article below was originally published in Lawn & Garden Retailer in 2017, as a collaboration between former ZingTrain Community Builder, Gauri Thergaonkar, and myself.  I vividly remember sitting at a table in our lobby area, discussing all of the fine points of the 10-4 Rule - what would be the most useful to our audience and hotly debating what to include (and ultimately leave out, though it was a hard call to keep anything back!)  We had a lot of fun writing it, and I’m proud of what we created together. I’ve lost count of how many times we’ve shared this article with folks in training, and now we’re sharing it with you!

Read More

Topics: Customer Service

7 Common Customer Service Mistakes

Posted by Elnian Gilbert on 8/30/19 1:37 PM

Over the years that I’ve been a Trainer and Speaker with ZingTrain, sharing how Zingerman’s builds a culture of great service, I’m sure you can imagine how my awareness of the way that different companies deliver customer service has only increased.  Of course, there’s a wide range out there - I personally try to patronize businesses that prioritize service and give constructive feedback when my expectations aren’t met.  And thankfully, the clients we get to work with at ZingTrain are typically high performers when it comes to customer service and don’t fall into these customer service traps.

Read More

Topics: Customer Service

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.

Read More

Topics: Customer Service

Tips for Strategic Merchandizing

Posted by Ari Weinzweig on 4/29/19 12:05 PM

This may seem too simple to even mention, but I’m going to say it anyway:

Read More

Topics: Organizational Systems, Customer Service

CASE STUDY: Zingerman's Business Practices Have Gone to the Cats and Dogs!

Posted by Emily Sandelands on 3/19/19 3:15 PM

 

Read More

Topics: Organizational Systems, Customer Service, Visioning, Training

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.”  

Read More

Topics: Customer Service, Leadership, Training

Giving Great Service to Your Staff

Posted by Maggie Bayless on 12/18/18 3:14 PM

We all know service is important—right?  We’d be surprised if there were a company left in the US which hasn’t incorporated some version of “the customer is always right” into its employee handbook.  Every politician and business leader can quote statistics about the pros and cons of the relentless move towards a “service economy.” And service is the topic most requested by clients who want ZingTrain to speak or work with their organization.  On the other hand, many people feel that the level of customer service that they receive as customers is lower than ever.

Read More

Topics: Customer Service, Leadership

6 Tips for Creating a Truly Great Customer Experience

Posted by Mara Ferguson on 12/4/18 11:00 AM

What does a truly great customer experience look like? We spend a lot of time thinking about this at Zingerman’s. In fact, we actively measure the customer experience  by way of the Zingerman’s Experience Indicator (ZXI), which is our adaptation of the more commonly known Net Promoter Score. As Ari explains in this article, “the ZXI has provided a measurement tool to help us track and stay more focused on how well we raise every customer’s experience to a level of greatness. Briefly, the measure tracks customer response to the one ultimate question: “On a scale of 0 to 10, (10 being high), would you recommend Zingerman’s to a friend?” Nines and 10's are considered promoters, 7's and 8's are neutrals, and anyone who scores 6 or below is deemed a detractor.”

Read More

Topics: Customer Service

Educating Your Customers: Using Every Opportunity to Teach and Sell

Posted by Maggie Bayless on 11/14/18 1:00 PM

For those of us who sell specialty products, customer education has always been part of the selling process.  Sometimes we’re offering products that most customers have never heard of. Other times we have items with familiar names but vastly superior ingredients or construction. Almost always the prices that we charge are higher than what is being charged somewhere else in our market for something that can SEEM to be the same thing. Our success depends upon customers understanding the differences between our products and the competition’s.

Read More

Topics: Customer Service

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?

Read More

Topics: Customer Service

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. 

Subscribe to Email Updates

Recent Posts