August 2019 - Zingerman's Ann Arbor

August 21, 2019
11:00 AM - 2:00 PM
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Zingerman's Greyline
100 N Ashley St,
Ann Arbor, MI 48104

Customer service is important to every single business and employee. We’ll learn from the leader in customer service while we dine on lunch from Zingerman’s Greyline in Ann Arbor!


Zingerman’s has set the standard for great customer service in the specialty foods industry.  This success has come from combining an innovative service philosophy with practical working systems, all of which ZingTrain will share in this Workshop.  Zingerman’s approach has been successfully applied in a wide variety of businesses and non-profits that are committed to improving the quality of their customer service, including specialty food and other retailers, universities, banks, insurance agencies, health care providers, IT professionals, museums, schools, and libraries.



Joanie Hales


Joanie started working at Zingerman's Roadhouse while still in college. She was part of the opening crew in 2003 and spent the next two years at the Roadhouse as a server, host and bartender. In 2005 she became the Assistant Restaurant Manager, helping to manage 60+ front of house employees and finding a place for her passion for customer service to truly flourish. Joanie's service leadership is recognized throughout the Zingerman’s Community of Businesses and in 2007 she was honored with the first annual Zingerman’s Hall of Fame Award for Customer Service.


In 2008, while still at Zingerman’s Roadhouse, Joanie came on board as an occasional trainer for ZingTrain, focusing on Zingerman’s Customer Service and Leadership practices. Representing Zingerman’s and sharing the company's philosophies and best practices with clients all over the country remain, to this day, one of the greatest rewards Joanie has ever received.


In September 2016 Joanie took the leap to leave the Roadhouse and join ZingTrain full time as a Trainer. Her 13 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.



11:00 Registration and Networking
12:00 Welcome and Lunch
12:30 Brief Zingerman’s History and Mission
12:45 Building a Culture of Great Service

  • Teach it: Building a Common Understanding
  • Define it: Zingerman’s Recipes for Great Customer Service
    • 3 Steps to Giving Great Service
    • 5 Steps to Handling Customer Complaints
  • Live it: Everyone’s Role in Great Service
    • Energy Management
    • Belief-Action Cycle
  • Measure it: Zingerman’s Key Service Measures: Code Reds and Greens
  • Reward it: Recognition of Service Success

Question and Answer Session
2:00 Meeting Concludes






Self-parking is available in the First & Huron lot, the W. Ann St. Structure, as well as metered street parking around town. 



We’ll be raffling off a set of (2) tickets to an upcoming Zingerman's event or class! Cash or credit card are accepted so don’t miss out!  



Over The Top Rental
Zingerman's Catering   BTW PHOTOGRAPHY Over The Top One Enchanted Evening



$30.00 Member Ticket
$40.00 after 11:45 pm August 14

$50.00 Future Member or Guest Ticket
$60.00 after 11:45 pm August 14

$20.00 Student Ticket