Drove down to Cabela's in Dundee, Michigan. They are the world's foremost outfitter for hunting, fishing and outdoor gear. Their store is also currently the Michigan attraction with the most visitors. It beats Greenfield Village, the Detroit Zoo, and so on. They have excellent customer service. I was asked if I needed help in each department I visited.
On the way home, stopped at Zingerman's Deli in Ann Arbor, Michigan. I was interested in stopping because Inc Magazine had recently rated them "the coolest small company in America." In the same article, they described the training they are now providing for the public, called Managing With Zing. I expected to see them zing.
Instead, my husband was treated rudely. They have a separate line for bread, then a line to pay for the bread. They have a second line for their deli and a third line for sandwiches. The deli and sandwich lines then merge at a single cashier station. I was there for twenty minutes just waiting in the bread line and the bread cashier station line. Rather than getting in another line for the cold cuts and another line for a sandwich, we left.
My point? All of these lines violate every tenet of customer service. A customer wants service from one person who can perform a complete process. Bread, a sandwich, cold cuts, and pay - all at one point of contact. Keep this in mind as you set up jobs in your company. A second point? People also flourish when they are in charge of and responsible for a complete task.
I'll go back on a weekday, maybe, because they have awesome, if overpriced food. And, I'm really happy Zingerman's is such a fun place for employees to work - and it really sounds as if it is - because as a customer, I found Zingerman's was no fun at all.
Inc. Magazine Article
Zingerman's
Zingerman's Policies (Check out their "fun" employee handbook.)
Cabela's
Warmly,
Susan
5:50:07 PM
It May Be Fun for Employees ... 
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