The Zingerman’s Blueprint for Better Patient Experience
If you’re a doctor or practice administrator, you’ve likely asked yourself: How do we truly stand out in today’s healthcare environment?
Technology isn’t the differentiator it once was. Procedures can be copied. Skills, while essential, are hard to assess from the patient’s point of view.
So what does set you apart?
The answer is experience.
In a powerful new podcast, PX Movement founder Shareef Mahdavi sits down with Ari Weinzweig—co-founder of Zingerman’s Deli and the ZingTrain leadership institute—to uncover why experience has become the most powerful driver of patient loyalty, team morale, and long-term success.
Zingerman’s is a food business. But their story holds a mirror to medical practices across the country, revealing what’s missing—and what’s possible—when experience becomes the centerpiece.
Why Every Practice Needs a Vision (and Why Most Don’t Have One)
Ari shares the story of how Zingerman’s success has always been rooted in visioning—creating a clear, emotionally engaging story of the future they wanted to build. He explains:
“In 1993, we had everything a business could want—growth, press, profit. But we realized we had fulfilled our original (unwritten) vision. The question became: What’s next? That’s when we started writing visions with intention—and it changed everything.”
How this applies to your practice:
Many practices operate with short-term goals and daily tasks. But without a shared vision, your team can’t rally around a purpose. The work feels transactional. Patients feel it. Staff feel it.
PX Ninety integrates visioning into your transformation process, guiding practices to articulate where they want to go and how they want to feel while getting there.
From Sandwich Lines to Exam Rooms: Why Experience Is the Real Differentiator
Zingerman’s wasn’t the only deli in town. They didn’t have the cheapest prices. So why did they become a global icon?
Because they built an experience worth remembering.
Shareef connects the dots:
“Just like diners in Ann Arbor, patients walk into your practice with hopes, fears, and expectations. And just like Ari’s team, your front desk, your MA, your nurse, and your billing team all contribute to the emotional experience patients carry with them.”
In healthcare, the stakes are higher. Patients are vulnerable, often in pain, and overwhelmed by uncertainty. How they’re made to feel before they see the doctor often matters more than what happens clinically.
That’s why PX Ninety teaches practices how to optimize every step of the patient journey—from the first phone call to the final follow-up.
It’s Not Just About the Patient—It’s About Your Team
Great experiences don’t happen by chance. They’re built by engaged teams with aligned values and shared energy.
Zingerman’s teaches “energy management” to every team member. And PX Ninety brings that same human-centered approach into healthcare settings—training staff not just on what to do, but on how to show up for each other and for patients.
“We believe the front desk staff is the Director of First Impressions,” says Shareef. “If they’re burned out, distracted, or unsupported, the entire patient journey suffers.”
Real Impact from the PX Ninety Program:
- One ophthalmology practice reduced patient complaints by 40% in 60 days.
- A multi-location dental group reported 22% higher team morale, measured via internal surveys.
A solo MD practice saw a 4.8 to 4.95 jump in online review averages—with no change in medical procedures.
The PX Ninety Experience: A Training Plan That Sticks
PX Ninety is built like a fitness program—but for your practice. We guide you through three core pillars over 90 days (or at your own pace):
1. Patient Satisfaction
Improve every patient touchpoint through behavioral frameworks, exercises, and team debriefs.
2. Team Cohesion
Build a culture of mutual respect, shared responsibility, and dignity across every role.
3. Operational Efficiency
Cut down friction, confusion, and breakdowns in the workflow that erode both staff energy and patient trust.
“It’s not a lecture series,” Shareef emphasizes. “It’s a guided practice transformation—your team becomes the engine of change.”
And right now, ophthalmology practices can get 10% off the PX Ninety Team Edition using coupon code: OBM10
What Healthcare Can Learn from Zingerman’s: 3 Takeaways
🧭 1. Start with a Clear Vision
Define what success looks and feels like in the future. Align your team around that story.
🤝 2. Service Starts Inside
You can’t expect frontline staff to delight patients if they don’t feel respected, heard, and supported themselves.
🔁 3. Change Takes Commitment
As Ari puts it:
“You trained for years to become a doctor. Why expect a culture transformation to take just six months?”
The good news? PX Ninety gives you the roadmap. You just need to say yes to the journey.
You’re the Hero. We’re Just the Guide.
At PX Movement, we know doctors and administrators aren’t looking for another “nice idea.” You want something that works. Something your team can actually implement. Something that changes how you feel at work—and how patients feel when they leave.
PX Ninety is your guide.
“Transformation is not about perfection,” Shareef says. “It’s about intention, repetition, and alignment.”
Let’s make 2025 the year your practice becomes known—not just for great outcomes, but for exceptional experiences.
Get Started Today
Use code OBM10 for 10% off PX Ninety Team Edition.
Visit PXMovement.com to learn more.