GGreat Lakes Fruit,, Vegetable & Farm Market EXPO MMichigan Greenhouse Growers EXPO

December 4-6, 2012

DeVos Place Convention Center, Grand Rapids, MI

Farm Marketing I: Keynote Session Where: Ballroom C Moderator: Bob Tritten, District Fruit Educator, MSU Extension 9:00 am Giving Your Customers Great Service: Treating your customers like royalty – Keynote

Presentation � Katie Frank, ZingTrain, Ann Arbor, MI

10:00 am The Milburn Orchards Experience: Telling the story of 110 seasons � Nathan Milburn, Milburn Orchards, Elkton, MD

10:40 am Michigan AgriTourism Association Update: More than just farm marketing � Chuck Goodman, President, Michigan AgriTourism Association, Midland, MI

11:00 am Session Ends

givInG your customers

great service

Presented by Katie Frankfor 2012 Great Lakes Fruit, Vegetable &

Farm Market EXPODecember 4, 2012

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misSIon staTemEntWe share the Zingerman's ExperienceSelling food that makes you happyGiving service that makes you smileIn passionate pursuit of our missionShowing love and care in all our actionsTo enrich as many lives as we possibly can.

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Fiscal Year 2012 - 2013

CurRenT StATE of

Department for PeopleFinanceInformation TechnologyMarketing & GraphicsService StewardDonationsPayrollZingerman’s Press

1982

Grace SingletonRick StrutzRodger Bowser

189 $ 13.13 million $ 13.13 million

1992

Frank CarolloAmy Emberling 119 $ 8.80 million $ 8.95 million

1994

Maggie BaylessStas’ Kazmierski 8 $ 1.5 million $ 1.56 million

1996

Mo FrechetteToni MorellTom Root

52(Q2

300+)$ 10.56 million $ 10.56 million

2001

John LoomisAubrey Thomason 10 $ 1.24 million $ 1.24 million

2003

Alex Young 136 $ 7.53 million $ 7.58 million

2004

Allen LeibowitzSteve Mangigian 12 $ 1.68 million $ 1.69 million

2009

Charlie Frank 3 $ 440,000 $ 440,000

Ari WeinzweigPaul Saginaw - Co-Founding PartnersRon Maurer, VPA

31 0 0

TOTAL ZCoB 558 $ 44.88 million $ 45.16 million

Managing Partner(s) Staff Annual Plan Sales Q1 - Q4 Forecast

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1. Figure out what the guest wants.

2. Get it for them.

3. Go the extra mile.

3 steps to great service

define it

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1. Be prepared

2. Set sales targets

3. Engage the customer

4. Sell early on in the process

5. Narrow the field for the customer

6. Active Sampling

7. Convey the value of every product

8. WIIFM

9. Add on sales

10. Finish with the future

10 tips to good selling

what is ?

hungry for more information on zingtrain?check out our offerings at www.zingtrain.com

or give us a call at 734-930-1919!

Zingerman's Training, Inc., a.k.a. ZingTrain, is the training and consulting business within Zingerman's Community of Businesses. Founded in 1994, ZingTrain shares Zingerman's approach to training, customer service, merchandising, open book finance, leadership, visioning and more with other organizations through seminars and customized training.

We teach seminars and workshops here in Ann Arbor, MI and we send our trainers to client locations around the globe. Clients we've worked with include:

Katie frankConsultant, Zingerman’s Training, Inc.

It was Katie’s love for food that eventually led her to Zingerman’s. As a young girl growing up in Dayton, Ohio, she baked large K-shaped cookies and many cakes. Years later, she went to Vanderbilt for a B.A. in Human and Organizational Development. While at Vanderbilt, Katie played basketball as the team’s captain, not just to burn away the K-shaped calories, but to also hone her leadership and team-building skills. Katie stayed on at Vanderbilt for a Masters in Human Resource Development.

After leaving Vanderbilt, Katie’s education, passion for team building, leadership skills and love of baking all came together at Bread and Company, Nashville’s premier bakery. She started at Bread and Company as a retail staffer, eventually working her way up to Director of Retail Operations, and ending her four year tenure there as a General Manager, bringing their fourth store on line.

In 2005, Katie came back to her Midwestern roots and joined Zingerman’s Bakehouse as a manager. She led a team of 12 people to create “The Zingerman’s Experience” at Zingerman’s Bakeshop, a tiny (800 sq. ft.) retail space in the industrial park where Zingerman’s Bakehouse bakes all of its artisanal breads and pastries. Undaunted by the challenge of the location and space limitations, Katie responded to the tough economy by growing the annual sales by 40% to $1.6 million during her six years there!

In 2011, Katie jumped at the chance to join the ZingTrain team. As a ZingTrain consultant and presenter, she shares her operational experience as a basis for her teaching on Customer Service, Open Book Management and Servant Leadership. In addition to her work with outside clients, Katie teaches several Zingerman’s staff classes including the Art of Giving Great Service, the Art of Giving Great Service Over the Phone and The Art of Successful Performance Reviews.

kfrank@zingermans.comW 734.930.1919

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