Putting Employees First With Eap

Quality in products and services has been the guiding principle-in-action for Zingerman's Delicatessen since it opened for business on March 15, 1982. The Ann Arbor, Michigan restaurant's catering and retailing business now brings in $4.5 million a year-without selling alcoholic beverages.

Dedication to quality on the part of Zingerman's owners extends well beyond the basics of business to the environment and social action. Recycling and using renewable materials wherever possible is integral to Zingerman's philosophy. Through the Food Gatherers program, established by the company in May 1989, more than 50,000 pounds of perishable food from 120 donors is delivered monthly to 70 agencies that feed homeless and hungry people in the community.

The customer always comes first-and Zingerman's 160 employees hold the key to customer satisfaction. Consequently, the owners place great emphasis on the health, well-being, and training of all employees. During the past nine years, Zingerman's has provided a variety of helping services as part of an employee assistance program (EAP) it offers workers. The EAP has been a significant part of Zingerman's care for the people in its work force via bonus sharing, food and cookbook discounts, health insurance, and partial reimbursement for job-related education.

The EAP also helps employees who are having personal problems that may include drug or alcohol abuse. Through a three-part process that includes consultation, evaluation, and referral, EAP counselors direct employees having problems to appropriate resources in the community. According to Zingerman's human resources coordinator, Suzanne Iott, the success of the program stems from the ability to offer employees the help that they need.

'The greatest comfort we feel with the program,' says Iott, 'is being able to say to an employee, 'Call this number and they will direct you to someone who can help you.' Also, because we maintain the utmost confidentiality in offering EAP services, employees are not hesitant to use them.' The cost of EAP services for all employees and their family members is currently between $3,500 and $4,000 a year and is paid by the company.

The EAP came into being through a regular patron who is an EAP services provider. Conversations with the owners about how to improve quality eventually led to a discussion of difficulties being experienced by some employees.

The owners expressed the desire to be receptive to their people in times of need rather than to fire them or tell them, 'Get out of here and take care of it.' Recognizing that almost any human problem can be corrected when there is early identification, Zingerman's contracted for EAP services through its patron.

Although most of the employees are between the ages of 18 and 30¾ the population at greatest risk for drug use¾ there are surprisingly few drug problems. Management is very clear about the rationale for prohibiting use of any kind of substance during work hours: 'You might hurt yourself or others.'

Its past, present, and continuing pursuit of quality in every aspect of the business accounts for the recognition of Zingerman's as the 1989 Grand Prize Retailer of the Year by the National Association for the Specialty Food Trade, Inc.