Webinar/Podcast
Building a Culture of Great Service
Beginning with a deli in 1982, the Zingerman's family of businesses have become legendary for their gourmet quality food and extraordinary customer service.
In this webinar, Zingerman's Joanie Hales and Tabitha Martin will share with us the customer service insights and practices that have earned their family of restaurants and businesses national and even worldwide acclaim.
So what makes Zingerman's approach to giving great service unique?
They realized early on that in order to deliver an exceptional customer service experience, day-in and day-out, it was important to focus on more than "just" customer service. They wanted to build a culture of great service throughout the organization - top to bottom, from every employee, customer-facing or not, during every customer touch-point, whether it be in person, over the phone or in writing!
In this webinar, they'll share the 5 key cultural elements they constantly focus on and how you can view customer service in your restaurant through the same lens to transform not only your customers' experience, but strengthen your organization's service culture, as well!
What You Will Learn:
- How Zingerman's teaches customer service and builds a common language
- Zingerman's key service "recipes" - aka their definition of what great customer service looks like
- The impact of the leader's role in giving great service
- How to measure customer service and transform the subjective into the objective
- The importance of rewarding great service and how to do it
About the Presenters:
Joanie Hales
Joanie Hales began working in the service industry while going to college for hospitality management and was part of the opening front-of-house crew of Zingerman's Roadhouse, a full service restaurant, in 2003. She was a server, door runner, bartender and even helped in the accounting office for a bit before joining the leadership team as one of the front-of-house managers. From there she moved into running the catering and marketing departments. In 2016 Joanie left the Roadhouse and joined ZingTrain. Her 15 years of experience putting ZIngerman's business philosophies into day-to-day practice and her passion for the principles and culture of Zingerman's shine through in her training.
Tabitha Mason
Tabitha Mason joined Zingerman's in 2011 and brings her diverse experience in customer service and business management to her role as Managing Partner at Zingerman's Cornman Farms, a 42-acre working farm and event venue in Dexter, Michigan. Tabitha joined the business as its first Venue Manager, managing day-to-day operations, overseeing all events and supervising the operations team, porters, bartenders and servers. In August 2017, she joined founding partner Kieron Hales as owner/operator of the farm. Tabitha has been instrumental in the hiring, managing and training of the farm's seasonal staff.
2019 Customer Service Workshop:
If you're looking forward to this webinar and you GENUINELY want to improve the level of service in your restaurant, then consider attending our 2 day Customer Service workshop on May 5-6, 2019 at the Zingerman's training facility in Ann Arbor, MI.
