Elnian Gilbert

Elnian is a trainer at ZingTrain, teaching 2-day seminars at ZingTrain in Ann Arbor as well as on the road, where she teaches Zingerman's approach to business to organizations of all sizes and industries. Her favorite part about her job is connecting people with the tools and resources that will make their work, and life, easier and more productive! When she's not working, Elnian is a voracious reader—she reads fiction, almost exclusively, and she loves to binge a good mystery series. She welcomes any recommendations!

Recent Posts

Strong Systems to Greet Customers: Celebrate 10-4 Day with ZingTrain

Posted by Elnian Gilbert on 9/19/19 4:28 PM

The article below was originally published in Lawn & Garden Retailer in 2017, as a collaboration between former ZingTrain Community Builder, Gauri Thergaonkar, and myself.  I vividly remember sitting at a table in our lobby area, discussing all of the fine points of the 10-4 Rule - what would be the most useful to our audience and hotly debating what to include (and ultimately leave out, though it was a hard call to keep anything back!)  We had a lot of fun writing it, and I’m proud of what we created together. I’ve lost count of how many times we’ve shared this article with folks in training, and now we’re sharing it with you!

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Topics: Customer Service

7 Common Customer Service Mistakes

Posted by Elnian Gilbert on 8/30/19 1:37 PM

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 businesses that prioritize service and give constructive feedback when my expectations aren’t met.  And thankfully, the clients we get to work with at ZingTrain are typically high performers when it comes to customer service and don’t fall into these customer service traps.

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Topics: Customer Service

How to Write a Vision of Success

Posted by Elnian Gilbert on 5/30/19 1:03 PM

Before I get too far into this blog post about how to write a vision, it feels appropriate to share a vision of what success looks like for this blog post.  Here goes:

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Topics: Visioning

How to Lead When You're Not a Leader

Posted by Elnian Gilbert on 3/28/19 5:11 PM

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

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Topics: Leadership

Just Say no! Because sometimes, it's the right thing to do...

Posted by Elnian Gilbert on 8/30/18 4:34 PM

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

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Topics: Customer Service

Why is customer service training important?

Posted by Elnian Gilbert on 6/14/18 12:14 PM

One of the most common questions we get asked as trainers is:

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Topics: Customer Service

Your Guide to Training

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Enjoy the nuggets of wisdom, techniques, tips, and insights we've gathered from sharing the Zingerman's unique approach to business for over 20 years. We've offered training to thousands of people on topics like customer service, leadership, visioning, open-book management, among many others, and we plan to share as much of that insight we've gathered from doing so with you here.

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