The world of IT is different when it comes to giving great service. And not just because IT appears to be a strange cult of mumbo jumbo from the outside. Though the Zingerman’s way of service is world renowned and very, very useful, it does not exactly translate. And this is fine - that’s part of the challenge of great systems is applying them.

When we receive a cry for help from one of our customers (the staff of Zingerman’s) should we take that as an opportunity to provide great customer service or as an opportunity to handle a customer complaint? Should we acknowledge their complaint, apologize, make it right, thank them for letting us know of the problem, and then document the complaint? Or should we figure out what the customer wants, get it for them (accurately, politely, and enthusiastically), and then go the extra mile?

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