ZingTrain 2026 : Five Takeaways

For the second year in a row, I took a two day ZingTrain workshop in Ann Arbor.

Once again, I was blown away seeing the concepts in action, insights from other attendees, and most of all, the amazing ZingTrain staff.

Here are my five biggest takeaways...

5. The Importance of Empowerment

Zingerman’s employees have full autonomy when it comes to resolving customer complaints / issues at their properties.

Rather than compiling an impossibly long list of protocols to determine how to handle every situation or finding a manager, the staff is empowered to do the right thing, and act swiftly.

There is no blame game. Everyone’s goal is the same : win-win resolution.

4. Ask Your Past Clients For Feedback.

Honest feedback can unlock blind spots getting in the way of growth for businesses.

A great way to discover low hanging fruit is to ask your recent clients for ways to improve the client experience.

Likewise, this is a valuable way to find out what your unique value proposition is, from the perspective of your clients.

3. Bring Your Team.

This year, I invited my teammate, Pat Kiley.

Over the last 18 months, Pat has completely transformed my business. Prior to making an offer, clients get a 60 minute pre-inspection with Pat, a retired home inspector / builder. What started out as an experiment has turned into a secret weapon for our clients.

We spent every stretch break talking about ways to implement Zingerman’s concepts into our business, and have already gotten a head start.

2. Systems = Consistent Service.

Earlier this year, we had 11 deals in escrow, and weak internal systems.

We are a team that prides itself on going the extra mile for clients, but that got really hard when we were treading water.

With the help of ZingTrain, we have identified ways to streamline the processes that consistently lead to successful client outcomes, and will spend the “offseason” creating the systems needed for implementation and documentation.

1. Stay Curious.

Zingerman’s has been an Ann Arbor institution for 44 years, and is still trying to find ways to provide better service.

You will never hear “because that’s how we’ve always done it” at a Zingerman’s property. They are constantly looking for ways to improve, and continue to be a forward-looking organization.

As Ari is fond of reminding us, there’s no “secret recipe” to giving great service, but taking a ZingTrain class is a great way to find the right ingredients for your business.

Interested in attending a ZingTrain class? Feel free to reach out via text or email, and I’m happy to share more about what I learned.

248.928.4379

brent@brentmcdermott.com