In an industry in which many frontline jobs do not pay well, some retailing companies manage to generate better jobs than many of their competitors. 

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The Zingerman’s collection of food businesses in Ann Arbor, MI, is known for its customer service. That “Zingerman’s experience” derives from an extensive framework that includes intensively training new recruits and then empowering them to exercise individual decision-making to “go the extra mile” for a customer. The company has also employed an open-book management approach to give every employee, including hourly staff, the tools and education they need to “think and act like owners.”

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