The 10-4 Customer Service Rule

By Kevin McMullin


10-4 Customer Service Rule

Zingerman’s Deli is one of those rare successful businesses that’s insanely profitable, innovative in their practices, and prolific in their teaching—all with a fantastic culture that makes people want to work and shop there. I wish I could spend a summer making (and eating) sandwiches just to experience what they work so hard to create and sustain.

Take their 10-4 customer service rule, explained here. It’s brilliant, effective, and easy for anyone in an organization to execute. Guidance offices, faculty, student leaders—imagine the difference this simple technique could make in the happiness of your cohorts and the satisfaction of the people you serve.

Any organization that constantly looks for new ways to do even better work will always have an advantage. “This is how we do things,” is a lot more powerful than, “This is how we’ve always done it.”