Make the Most
of Your Training

Leadership Development
Webinar

The 12 Natural Laws of Business During a Crisis

Webinar · Ari Weinzweig and Maggie Bayless

Every day brings new challenges, which is always true. But sometimes – like right now, during a global pandemic – the challenges are coming faster and seem especially jarring. Trying to navigate a global pandemic, a nose-diving economy and a crisis of confidence in our government and social systems can drain anyone’s energy. Talking with trusted friends […]

Training & Business Systems
Webinar

Key Elements of Really Effective Training

Webinar · Ann Lofgren

At Zingerman’s we believe that the employee life cycle has three stages : Stage 1 : Finding and Hiring the Right People Stage 2 : Helping Staff Succeed Stage 3 : Assisting Departing Staff Way back when, we did a webinar that covered a key part of Stage 1. We called it Intentional Interviewing. It […]

Training & Business Systems
Webinar

Effective Performance Reviews

Webinar · Katie Frank and Maggie Bayless

Let’s admit it. It is rare to find someone who loves performance reviews – no matter whether they are on the giving or receiving end. And consistently giving effective andtimely performance reviews has probably been in the top 5 of universal management frustrations for as long as there have been managers! We thought this article […]

Training & Business Systems
Webinar

Priceless Little Training Gems

Webinar · Elnian Gilbert

As you may know, we’ve been focusing on the employee life cycle in our last few webinars. Stage 2 of the Employee Life Cycle is all about Helping Staff Succeed. And Training is a key part of that. Our March webinar was all about training : The Key Components of Really Effective Training, and we’ve […]

Business Visioning
Webinar

How to Create Organizational Visions with Partners, Key Leaders & the Entire Team

Webinar · Joanie Hales and Timo Anderson

It should come as no surprise to anyone that we’re big fans of Visioning at Zingerman’s. We consider it to be one of the keys to our success. We’ve taught Visioning to clients all across the country – and the world! Many of you might already be familiar with our definition and recipe for Visioning. […]

Open Book Management
Blog

What is Open Book Management?

Blog ·

 

Leadership Development
Blog

How to Implement Effective Organizational Change

Blog ·

Change is hard.

Leadership Development
Blog

Zingerman’s 12 Natural Laws of Business

Blog ·

The creation of the 12 Natural Laws of Business is a lot like the story they tell about gravity. Apples had been falling off trees and hitting the ground long before Sir Isaac Newton figured out how, and why, and how fast. Similarly, somewhere along the way in our over almost 38-year-long existence, Ari Weinzweig […]

Customer Service
Blog

7 Common Customer Service Mistakes

Blog ·

Over the years that I’ve been a Trainer and Speaker with ZingTrain, sharing how Zingerman’s builds a culture of great service, I’m sure you can imagine how my awareness of the way that different companies deliver customer service has only increased.  Of course, there’s a wide range out there – I personally try to patronize […]

Leadership Development
Blog

The 6 Characteristics of an Effective Servant Leader

Blog ·

Before we dive into what it means to be an effective Servant Leader, I want to tell you a story…

Customer Service
Blog

How to Give Great Customer Service Over the Phone

Blog ·

You’ve probably spent some statistically significant portion of your life on the phone. You know how to pick up the phone, basic phone manners, and how to hang up. We’re all, most likely, perfectly capable of picking up a phone and talking into it… But we also need to learn to take the art of […]

Business Visioning
Blog

5 Elements of Building an Organizational Culture

Blog ·

We are often asked, “How did Zingerman’s build this great group of people? How do you get people to care and have such a good time at work?”

Business Visioning
Blog

A Beloved Third-Generation Ann Arbor Business Writes a Vision of Greatness for Grand Reopening

Blog ·

Ask any Ann Arborite where to find a pair of shoes that are as comfortable as they are stylish, complete with a truly enjoyable shopping experience, and it’s more-than-likely that you’ll be guided to MAST Shoes.

Organizational Systems
Blog

How to Hire for Positive Bottom-Line Results

Blog ·

There may be industries out there where employee turnover isn’t a problem, but retailing certainly isn’t one of them. Finding, hiring and retaining good staff is one of the biggest challenges that retailers face, and many owners and managers get discouraged by how hard it is—regardless of the economy.  One of the most frustrating situations […]

Leadership Development
Blog

How to Lead When You’re Not a Leader

Blog ·

In the Servant Leadership workshops we teach, we often lead in to the content we’ve adapted from Robert Greenleaf by asking the group:

Open Book Management
Blog

4 reasons to consider open book management

Blog ·

Open Book Management was a brand-new concept to me just four months ago. I hopped on the ZingTrain in October 2018 as the next-generation ZingTrain Concierge, a position responsible for coordinating ZingTrain’s public seminars and workshops here in Ann Arbor, Michigan. In addition to that, I report on, forecast and track ZingTrain’s public sales numbers at our weekly […]

Customer Service
Blog

Bring Your Best Self to Work

Blog ·

Back in 2007, when Zingerman’s wrote Zingerman’s 2020 Vision describing what the business would look like in the year 2020, we wrote that “we [Zingerman’s] have successfully quantified fun, measured fun, and improved our fun factor by at least 380% since 2007. We actively teach people how to have fun at work. We have games […]

Customer Service
Blog

Giving Great Service to Your Staff

Blog ·

We all know service is important—right?  We’d be surprised if there were a company left in the US which hasn’t incorporated some version of “the customer is always right” into its employee handbook.  Every politician and business leader can quote statistics about the pros and cons of the relentless move towards a “service economy.” And […]

Organizational Systems
Blog

When Things Get Hectic… Appreciate!

Blog ·

When the holiday season rolls around, most of us have the ‘Busy Dial’ turned up to 10, or even 20 on some days.

Customer Service
Blog

How to Handle a Customer Complaint

Blog ·

Do you like handling customer complaints? Why or why not?

Business Visioning
Blog

4 Reasons to Write a Vision

Blog ·

We are big believers in visioning at Zingerman’s. We’ve seen firsthand how it can improve our organization and the personal lives of those who use the vision process.

Customer Service
Blog

Just Say no! Because sometimes, it’s the right thing to do…

Blog ·

“You can say ‘no’ to customers!”  feels like an outrageous thing to advocate, especially when your organization is known for delivering great customer service…

Open Book Management
Blog

Open Book Management: AN FAQ

Blog ·

As far as ways to approach your business’ finances, Open Book Management has a lot going for it – the numbers! The transparency! The shared sense of ownership! The accountability!