When you start a new job thereās always a lot to learnāright? That has certainly been my experience, and every manager Iāve ever talked to about staff training has agreed. So when weāre interviewing prospective employees, it makes sense to evaluate not only the skills and knowledge that they bring to the table, but their […]
When clients ask us to help them develop customer service training for their businesses, we always start by helping them articulate and document what āgreat serviceā means to them. Thatās because effective training starts by defining what the trainees will be expected to know or be able to do at the end of the training. […]
Have you ever caught yourself saying, āonce things calm down a bit, Iāll …(fill in the blank)ā? I donāt know about you, but those ācalm timesā I keep waiting for donāt ever seem to arrive. So if I donāt just make time for whatever it is I want to accomplish, itās never going to get […]
How do you welcome new hires into your organization? Do you hand them an apron and point them in the general direction of the deli counter? Do you have them attend several days of classroom training before they ever talk to a customer? Do they learn about your organizationās history and vision from someone in […]
My first Staff Training column in Gourmet Retailer was published in January 2000 ā 14 years ago! It’s hard for me to remember how different things were back then, both in my personal life and at ZingTrain. What I do remember is how I was both honored and scared to death to have been asked […]
Does this scenario sound at all familiar? “OK, I’m supposed to teach you how we make a sandwich. It’s really simple ā I’m sure you already know how to do it. But anyway, just watch me for a while, and then I’ll give you a chance to try.” A few minutes later: “Any questions? I […]
A draft vision for a small Thursday evening Farmerās Market we host out in the parking lot of Zingermanās Roadhouse. It’s the longest day of the year; the sun is at its pinnacle of warmth and light. Throngs of people are milling around the Roadhouse parking lot on this Thursday afternoon, amazed and excited at […]
It’s been nearly a decade now since we at Zingerman’s made the move to open book management. If you’re not familiar with the term āopen book,ā it means that we actively share all the financial information about our business with everyone who works within our organization. And that everyone in our organization, from dishwashers on […]
Recommended reading list…
Monthly newsletter to all ZCoB staff
A copy of a Zingerman’s Bakehouse employee’s passport…
