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Satisfaction Guaranteed: How Zingerman's Built a Corner Deli into a Global Food Community
From an accomplished journalist, this illuminating chronicle of the trials, tribulations, and triumph of Zingerman’s—a beloved, $70 million-dollar Michigan-based gourmet food store with global reach—is “thoughtful reading for foodies and entrepreneurs” ( Kirkus Reviews ).
Certain businesses are legendary, exerting immense influence in their field. Zingerman’s in Ann Arbor, Michigan, is one of those places. Over the years the flagship deli has expanded into a community of more than a dozen businesses, including a wildly successful mail order operation, restaurants, bakery, coffee roastery, creamery, candy maker, and events space—transforming Ann Arbor into a destination for food lovers.
Founded in 1982 by Paul Saginaw and Ari Weinzweig, Zingerman’s philosophy of good food, excellent service, and sound finances has turned it into a company whose reach spans all corners of the gourmet food world.? Famous for its generous deli sandwiches, fresh bread, and flavorful coffee—all locally produced—Zingerman’s is also widely celebrated for its superb customer service and employee equity. The culture is one of respect and innovation, while maintaining very high standards. Every employee has access to the financial records, everyone has a voice, and everyone is heard. It has legions of enthusiastic customers, fans across the food world, and business principles and a work ethic that have been admired, analyzed, and copied. All that is revealed here, in Micheline Maynard’s Satisfaction Guaranteed .
Discover how by 2019, Zingerman’s employed hundreds of employees and achieved close to $70 million in annual sales. When the pandemic struck, Zingerman’s growth momentarily screeched to a halt—but it survived by reinventing itself, while still serving its beloved food and selling its wide array of groceries. Now, as Zingerman’s looks forward to a half century in business, it is on track for stronger results than ever. A recipe for success in business and in life, Satisfaction Guaranteed provides a roadmap for manifesting joy and purpose in everything you do.
Certain businesses are legendary, exerting immense influence in their field. Zingerman’s in Ann Arbor, Michigan, is one of those places. Over the years the flagship deli has expanded into a community of more than a dozen businesses, including a wildly successful mail order operation, restaurants, bakery, coffee roastery, creamery, candy maker, and events space—transforming Ann Arbor into a destination for food lovers.
Founded in 1982 by Paul Saginaw and Ari Weinzweig, Zingerman’s philosophy of good food, excellent service, and sound finances has turned it into a company whose reach spans all corners of the gourmet food world.? Famous for its generous deli sandwiches, fresh bread, and flavorful coffee—all locally produced—Zingerman’s is also widely celebrated for its superb customer service and employee equity. The culture is one of respect and innovation, while maintaining very high standards. Every employee has access to the financial records, everyone has a voice, and everyone is heard. It has legions of enthusiastic customers, fans across the food world, and business principles and a work ethic that have been admired, analyzed, and copied. All that is revealed here, in Micheline Maynard’s Satisfaction Guaranteed .
Discover how by 2019, Zingerman’s employed hundreds of employees and achieved close to $70 million in annual sales. When the pandemic struck, Zingerman’s growth momentarily screeched to a halt—but it survived by reinventing itself, while still serving its beloved food and selling its wide array of groceries. Now, as Zingerman’s looks forward to a half century in business, it is on track for stronger results than ever. A recipe for success in business and in life, Satisfaction Guaranteed provides a roadmap for manifesting joy and purpose in everything you do.
1 pages, Audio CD
Published February 22, 2022
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220 people want to read
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Displaying 1 - 30 of 34 reviews
June 19, 2022
This book, written by a Zingerman’s fan, provides a lot of great overview information for someone who knows very little about Zingerman’s. It’s not without challenges, however. For example, chapter 7 is all about Mail Order and focuses on one specific managing partner, Mo Frechette. Yet, later on page 171, Mo is referred to as “the Deli’s Mo Frechette.”
I was also struck throughout the book how the author continually refers to Ari Weinzweig by his last name. I get that authors frequently refer to their subjects that way, but it seems so off from someone with a Zingerman’s inside track. Everybody calls him Ari.
Another page talks about how Zingerman’s pastries have a very short shelflife, but how the bread is very shelf stable. In fact, the opposite is true.
Another section talks about Zingerman’s products that are discontinued and refers to how they “go on vacation. “Actually, products that “go on vacation” will come back (as one would on a vacation); those that are discontinued are actually “retired.”
It surprises me that Zingerman’s wasn’t provided a proof of the manuscript to reconcile these errors early on. Likewise not consistently identifying Mo’s role seems like something an editor would have picked up on.
Lots to think about: some great stories but the little inaccuracies I picked up undermined the author’s credibility a bit.
I was also struck throughout the book how the author continually refers to Ari Weinzweig by his last name. I get that authors frequently refer to their subjects that way, but it seems so off from someone with a Zingerman’s inside track. Everybody calls him Ari.
Another page talks about how Zingerman’s pastries have a very short shelflife, but how the bread is very shelf stable. In fact, the opposite is true.
Another section talks about Zingerman’s products that are discontinued and refers to how they “go on vacation. “Actually, products that “go on vacation” will come back (as one would on a vacation); those that are discontinued are actually “retired.”
It surprises me that Zingerman’s wasn’t provided a proof of the manuscript to reconcile these errors early on. Likewise not consistently identifying Mo’s role seems like something an editor would have picked up on.
Lots to think about: some great stories but the little inaccuracies I picked up undermined the author’s credibility a bit.
November 22, 2021
Received as an ARC from the publisher. Started 11-20-21; finished 11-21-21. Fascinating story of this world-famous food store and restaurant in Ann Arbor, Michigan. I've never been there but my daughter and her family has several times and brought back items for us. Yes, they're a little more expensive, but the quality and customer service can't be beat , according to other customers. Their mail order catalog is awesome and the food descriptions are mouth-watering. So far they've survived the pandemic and I hope they continue for many more years. The book also explains the business model that they use and how it's taught to other businesses.
April 26, 2023
Zingerman’s is already my favorite business of all time, and reading this book only served my own confirmation bias.
June 22, 2023
The Company sounds great and is and has obviously doing a lot right, but I didn’t love the book. To me it seemed like curation was lacking. There is no shortage of examples to share of how Zingerman’s is unique, but not all need to be mentioned. Mentioning so many similar types of examples made the book feel repetitive and more like a gushing praise of the Company than any sort of objective history of the Company.
It also seemed like the book was written more in the style of an ongoing article and with too great an obsession with or emphasis on recent pandemic related events and measures. There is a full chapter on pandemic reaction, which is reasonable, but the pandemic and its impacts were mentioned too frequently throughout the rest of the book. This steals focus from the long history of the Company and makes the book feel far from timeless.
It also seemed like the book was written more in the style of an ongoing article and with too great an obsession with or emphasis on recent pandemic related events and measures. There is a full chapter on pandemic reaction, which is reasonable, but the pandemic and its impacts were mentioned too frequently throughout the rest of the book. This steals focus from the long history of the Company and makes the book feel far from timeless.
April 3, 2023
Great look at how the Zingermans business is ran!
December 7, 2024
4.5+. Great overview of the Zingerman’s brand, and a really fun read. As a lover of their business training materials, brand, and food, it was really enjoyable to hear some of the history and insider stories of the company. A great place to start for someone who doesn’t know much about the company.
March 7, 2022
This is a look at a very successful business that was started in 1982 in Ann Arbor, Michigan by Paul Saginaw and Ari Weinzweig when they could not find a good Jewish deli that would give them a great corned beef sandwich anywhere in their nearby area. When they started this business, the main focus was not just profits but they wanted to keep their business in the black so they can share the prosperity with their employees and give back to the community. They wanted to provide great food, great service, and customer satisfaction. It is interesting to read how they better a new higher to be the best they can be instead of throwing them into the fire and see if they survive. Paul Saginaw was a big fan of W. Edwards Deming a man who was sent to Japan after World War II to help Toyota and other companies rebuild and find markets to sell their items. Paul and his partner found many things that they patterned Zingermans after with obvious success. It was interesting to read how they prepared their workers and eventual partners to handle new jobs, bring new ideas and at times build their own business all this while Zingerman's was growing and expanding into new ventures themselves. One of the other ideas they use is everyone is allowed to see the finances which gives more owners ship is what is happening with their business and jobs and investments. Zingermans found their success by getting quality small batch products or making their own with the idea that even though their prices maybe higher they were exposing customers to good food at value. Does make you wonder just a little bit when they have high end pasta at $19.00 but they also take care of their workers. When was the last time you heard about a part time worker getting health care? Maybe this is one of the reasons that all of the people who work their from top to bottom will pitch in when someone needs a hand. One example they mention that is a great Idea is when Ari walks around the restaurant filling up water glasses and what kind of information it allows him to obtain. This is good read and very insightful.
February 24, 2022
I didn't expect to, but I ended up reading this book in one sitting. It's a guide to understanding how the various Zingerman's businesses in Ann Arbor are managed, and incidentally, how to experience the best of them. Despite being a Zingerman's customer for forty years, there is still much I did not understand about how the businesses are run, and why we mostly see cofounder Ari Weinzweig refilling water glasses at their restaurant the "Roadhouse." For those who are fans of Danny Meyer's "Setting the Table" (I am), this is a worthy successor to what makes a food service (be it deli, grocery, bakery, cafe, or mail order ) a great business. I also immediately looked up Molly Stevens' recipe for roasted carrots on the Internet--which the author talked about eating at a special Zingerman's dinner. I think I'm making them this week.
June 5, 2022
This book had me right away by acknowledging the main factor that has maintained my skepticism about Zingerman’s since my first - and so far only - visit to the original deli in 1989: the price. After our freshman seminar professor raved about it as a must-dine location for the days our meal plan didn’t cover, I wandered over there immediately, and went into immediate sticker shock. Hearing people around the world continue to rave about it over the subsequent decades only hardened my resistance. Now that my pocketbook and palate have grown larger, I suppose it’s time to give it another chance :) 18 year old me couldn’t appreciate the mission, which this enjoyable read unpacks across all of Zingerman’s diverse portfolio.
April 22, 2022
I listened to about half of this book, but was not engaged by the narrative. The problem may have been the person reading the audiobook - she could not properly pronounce “knish” - or it may be that I truly prefer Ari Weinzweig’s books to this one, but there wasn’t enough new information to hold my interest.
April 9, 2022
An interesting look at Zingerman's from someone intimate with the food business but not employed by one of the Zingerman's businesses. Great to hear the details of how they have survived the pandemic. Makes me want to place an order for something delicious!
January 8, 2022
In SATISFACTION GUARANTEED, Micheline Maynard takes an in depth look at one of the most unique businesses in the the country, Zingerman's, and what make them so special. Maynard chronicles Zingerman's creation in 1982 all the way to how Zingerman's dealt with operating a food-based business through the pandemic. The book studies not only the business and all of it's fascinating components, but Maynard looks at the philosophy of business that the Zingerman's founders, Paul Saginaw and Ari Weinzweig, applied to make their company one the best places to work and partner with.
It's clear from the start that Maynard loves Zingerman's. Throughout the book, she talks about all the classes she has taken at Zingerman's and all of the unique food experiences she has had thanks to Zingerman's. While her passion is clear, she does take time to consider some of the missteps the company has had over the years, but by constantly referring back to the founder's belief system, she reminds the reader that no one at the company minds bumps on the road, it's just part of a successful business. Maynard breaks down not just business philosophy, but she looks at every level of the business from new employee training, to the founders constant search for the best ingredients so they can make the best food, to how each division of the company is autonomous and at the same time support each other to help all the components of the company succeed. Maynard does such a good job of describing the business, it makes the reader wonder why they aren't moving to Ann Arbor, Michigan to join the Zingerman's team.
I'll be honest, when I finished SATISFACTION GUARANTEED, I felt pleasantly compelled to place an order from Zingerman's. I really enjoyed this book and I have a whole new appreciation for how a business should be run.
Thank you to Scribner, Micheline Maynard, and Netgalley for a copy of this book in exchange for an honest review!
It's clear from the start that Maynard loves Zingerman's. Throughout the book, she talks about all the classes she has taken at Zingerman's and all of the unique food experiences she has had thanks to Zingerman's. While her passion is clear, she does take time to consider some of the missteps the company has had over the years, but by constantly referring back to the founder's belief system, she reminds the reader that no one at the company minds bumps on the road, it's just part of a successful business. Maynard breaks down not just business philosophy, but she looks at every level of the business from new employee training, to the founders constant search for the best ingredients so they can make the best food, to how each division of the company is autonomous and at the same time support each other to help all the components of the company succeed. Maynard does such a good job of describing the business, it makes the reader wonder why they aren't moving to Ann Arbor, Michigan to join the Zingerman's team.
I'll be honest, when I finished SATISFACTION GUARANTEED, I felt pleasantly compelled to place an order from Zingerman's. I really enjoyed this book and I have a whole new appreciation for how a business should be run.
Thank you to Scribner, Micheline Maynard, and Netgalley for a copy of this book in exchange for an honest review!
May 21, 2023
The story of how Paul Saginaw and Ari Weinzweig founded Zingerman's in the 1982 is amazing. It is remarkable that their initial plan was to provide great food, great service, and great finance and the business continues to do just that. What started as a Deli has expanded to include a Bakehouse, a mail order business, a restaurant, a creamery and so much more. That even includes Food Gatherers, the first business that picked up excess food from businesses and provides it to people in need. Zingerman's is well-known and well-respected in Ann Arbor and beyond.
This book was good in that some specifics including how they allow all employees to have a say in the company and how the finances are shared with all. It was also interesting to read their lengthy vision for 2032 and know that they have always thought that far in advance.
Having said that, I couldn't help but feel that the author already had planned to write about how great the business was before she started writing. It felt like she only interviewed people that promoted the servant ideas, who were able to start their own business, or who profited financially or personally from Zingerman's principles. There was no negative thoughts which makes me wonder how fair the journalism was in this book.
Zingerman's is a great business with a great reputation and provides great community support. I just wanted a little more balanced perspective.
This book was good in that some specifics including how they allow all employees to have a say in the company and how the finances are shared with all. It was also interesting to read their lengthy vision for 2032 and know that they have always thought that far in advance.
Having said that, I couldn't help but feel that the author already had planned to write about how great the business was before she started writing. It felt like she only interviewed people that promoted the servant ideas, who were able to start their own business, or who profited financially or personally from Zingerman's principles. There was no negative thoughts which makes me wonder how fair the journalism was in this book.
Zingerman's is a great business with a great reputation and provides great community support. I just wanted a little more balanced perspective.
December 24, 2021
This book is Maynard's love letter to an incredible business based in Ann Arbor Michigan -- Zingerman's Deli. Full disclosure -- I myself am a huge fan of Zingerman's -- having grown up in Ann Arbor. This book provides a comprehensive "behind-the-scenes" insiders guide to how they run their business. This is a business with purpose and its philosophy of "open book management" is a breath of fresh air. Zingerman's ability to manage a wide-spread and interconnected businesses during the pandemic and survive and thrive is an inspiration to local businesses. We learn about every aspect of starting a new business and how they train employees and treat their customers. Sometimes I have to admit that it felt the author was writing a PR piece and I sometimes wondered "where are the warts?" which I am sure there are -- no business is perfect. But given my own experiences with Zingerman's I completely understand her love for it.
I recommend this book for small business owners and entrepreneurs and for all of us who love Zingerman's Deli.
I recommend this book for small business owners and entrepreneurs and for all of us who love Zingerman's Deli.
January 29, 2023
DNF at about 50%- it’s really not usual for me to not finish a book, but I just couldn’t push through lol.
I did really enjoy the guiding principals portion of this book and was hoping it would focus more on the business side of Zingermans and give more tips/ just overall be more business-oriented.
A majority of this book focused more on the history and details of zingermans along with the food they sell. It was interesting to a point but I am not someone who is super interested in the background of foods so it was hard to keep my interest.
I think if you are interested in learning about restaurants and food, or are a big fan of zingermans in Ann Arbor you would likely enjoy this more than me- a normal, non-foodie gal lol.
Maybe one day I will revisit this and finish, but for now I am moving on.
I did really enjoy the guiding principals portion of this book and was hoping it would focus more on the business side of Zingermans and give more tips/ just overall be more business-oriented.
A majority of this book focused more on the history and details of zingermans along with the food they sell. It was interesting to a point but I am not someone who is super interested in the background of foods so it was hard to keep my interest.
I think if you are interested in learning about restaurants and food, or are a big fan of zingermans in Ann Arbor you would likely enjoy this more than me- a normal, non-foodie gal lol.
Maybe one day I will revisit this and finish, but for now I am moving on.
January 3, 2026
I enjoyed reading Satisfaction Guaranteed. From learning about Paul Saginaw and Ari Weinzweig to reading about the future of Zingerman's family of businesses post-pandemic, it was fascinating for me to learn that although Zingerman's business methods and product quality may seem unique, it ultimately came out of multiple factors such as the decline of urban delis and the rise of artisan food culture shaped Zingerman's as well as the Toyota culture of kaizen or continuous improvement coming from W. Edward Deming despite its unique innovations to business such as the open book and bottom line training and improvement which challenged the conventional restaurant culture of financial secrecy and abuse. My favorite part of this book was reading about Camp Bacon as well as the entrepreneurs that benefited from ZingTrain such as Hannah Kim of Miss Kim and Kat Gordon of Muddy's Bake Shop.
May 2, 2024
A succinct yet intimate overview of the Zingerman’s history, philosophy, and operations from the adroit perspective of a local journalist. As someone who has been a fan of the Deli for as long as I can remember, I enjoyed learning about how Zingerman’s functions, practically and culture, and how it has evolved since its 1982 founding. Although not an advice book, managers would do well to follow the core business practices laid out and lived by Zingerman’s followers. My only issue with the book is that the author never quite resolves the effects of the COVID-19 pandemic into the narrative, given that it was still ongoing at the time of publication, so I would welcome a second edition or follow-up articles that explore how Zingerman’s has settled into its fifth decade.
March 23, 2022
What a refreshing look at long proven Leadership and Management Principles
I have studied management and leadership principles for more than 30 years. I have consulted a myriad of organizations on effective leadership techniques. One of the most difficult things to do in getting clients and students to try what we know works is having realistic and practical examples of similar organizations making them work. Ms. Maynard has provided the Premier example with all of the data to back up every claim that these work.
Do they ever hire guest lecturers?
Every leader and every manager should be required to read this before the end of the current FY.
I have studied management and leadership principles for more than 30 years. I have consulted a myriad of organizations on effective leadership techniques. One of the most difficult things to do in getting clients and students to try what we know works is having realistic and practical examples of similar organizations making them work. Ms. Maynard has provided the Premier example with all of the data to back up every claim that these work.
Do they ever hire guest lecturers?
Every leader and every manager should be required to read this before the end of the current FY.
January 20, 2024
A delve into the business dealings of Ann Arbor’s famous deli (and associated businesses), there’s a lot of interesting tidbits in here, and some of the food writing definitely made me want to make the drive out there for a snack. That said, it wasn’t objective at all and didn’t deal with addressing any possible concerns that may surround the business or its model. The book felt like it was trying to accomplish too many things, and ended up only half-accomplishing them. There were also some little errors here and there.
I’d recommend this to Zingerman’s fans who are looking for business-oriented books to read since I think this will largely appease you on both accounts.
I’d recommend this to Zingerman’s fans who are looking for business-oriented books to read since I think this will largely appease you on both accounts.
May 21, 2022
Professionally-written, slightly hagiographic portrait of Zingerman’s, the Michigan-based deli/fine food purveyor nearly as well-known for its groovy catalog art as for its big, pricey Reubens.
The book is somewhere between a pure history and a leadership book. What keeps it from being a snooze-fest is that Zingerman’s really does offer something special. If you’re in Michigan, and you want to work in food, this is where you should go—and this book captures why.
The book is somewhere between a pure history and a leadership book. What keeps it from being a snooze-fest is that Zingerman’s really does offer something special. If you’re in Michigan, and you want to work in food, this is where you should go—and this book captures why.
August 5, 2022
What a wonderful depiction of a southeast Michigan gem! The history of Zingerman's, especially the fiscal structure, was completely eye opening to a recognizable name. It shows that business can be done in a way that cares for the customers, the employees, and the health of the business overall - without sacrificing quality, quantity, or success.
The lessons learned from Zingerman's obviously have had far-reaching effects, and I can only hope they go further. Great book!
The lessons learned from Zingerman's obviously have had far-reaching effects, and I can only hope they go further. Great book!
February 1, 2024
I'm glad I was able to pick this up at the Deli last September (it was either that or order it, I wasn't gonna find it down here!) - but now that I've read it, I am homesick again.
I imagine Zing fans are the main readers, but if you are interested in small businesses, shopping local, managing and/or working in customer service, etc, there will be a lot in here for you. Not even necessarily in the food world! I read Ari's books when I was managing a book store, back when.
I imagine Zing fans are the main readers, but if you are interested in small businesses, shopping local, managing and/or working in customer service, etc, there will be a lot in here for you. Not even necessarily in the food world! I read Ari's books when I was managing a book store, back when.
April 25, 2022
Not exactly what I thought it would be - more like an autobiography than any insight into how things came to pass, i.e. how did they start offering classes? How did they grow in a way that could sustain administrative costs vs profitability? Felt like a lot missing
December 30, 2021
RTC. Very interesting read.
March 13, 2022
Made me want a Reuben!
February 14, 2023
This was an interesting history on zingermans. It provided a lot of clarity for me as well on how the company has changed over the years yet can still have the same overall feel to it.
February 24, 2023
Zingerman in Ann Arbor, MI home to THE Michigan Wolverines football (GO BLUE!!) *woot woot*
April 3, 2023
Not what I was expecting, but fun to read about a brand/establishment I know. Now I need to go buy a sandwich.
September 30, 2023
Amazing Story, Amazing Company!
Highly recommended! Read and implement everything that Zingermans do for the good of the world. Well researched and in depth insights!
Highly recommended! Read and implement everything that Zingermans do for the good of the world. Well researched and in depth insights!
April 15, 2024
The book dove more into the business practices of Zingerman's than I initally thought it would -- super interesting!
Displaying 1 - 30 of 34 reviews