Training

A Tale of Two Hotels

Once upon a time we made two phone calls to two hotels. We recorded those conversations because, well, that is what we do. Unlike the NSA, we don’t record these phone calls because we are concerned about national security, instead we are concerned about the state of customer service. And as you will hear, we

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A Tale of Two Hotels

Introducing Adaptive Performance Management™

What happens when managers are uncomfortable giving developmental feedback to employees? They avoid it and hope the poor performance improves by magical forces. But that usually doesn’t happen.  The employee doesn’t know what they are doing wrong or how to improve, so they continue making the same mistakes over and over. The manager grows more

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Introducing Adaptive Performance Management™
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