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). getAbstract.com 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.