Why Great Service Needs More Than SOPs: Lessons from Zingerman’s Deli

This week, I had the pleasure of (virtually) attending the Whizbang Retail Success Summit.

One of the standout speakers was Ari Weinzweig, founder of Zingerman’s Deli in Ann Arbor, Michigan.

Zingerman’s is legendary.

I know, because I’ve been!

People queue up every day for their $15 sandwiches and deli delights - and for good reason.

Imagine selling a £10.00 sandwich!

Ari had lots of fascinating nuggets.

But he shared something that really resonated with me.

He said SOPs (Standard Operating Procedures) are designed for when you don’t want your team to think.

They’re essential for consistency in tasks like making those famous sandwiches just right, every single time.

But when it comes to delivering great customer service?

It’s the opposite.

SOP’s don’t work.

You want your team to think for themselves.

Ari’s message was clear: If you want consistently great customer service, you need to nurture a culture that encourages your team to think.

No script can replace genuine care and initiative.

SOPs keep your products consistent.

But your team’s ability to think keeps your customers coming back.

CSPs – Customer Service Procedures.

Build both into your business, and you’ll have something truly special.

What’s one way you could encourage your team to think this week?

Coaching your team is short-term pain for long-term gain.

Worth some thought.

Have a great week.

Mark