Here is a link to a short video from our friend and industry consultant, Steve Coscia. I have included a little intro from Steve. The link can be found at the end of the introduction.
You could have heard a pin drop. During my “Service Manager Toughness” speech at ACCA’s 2013 Orlando conference, the room fell silent when I displayed the Employee Expectations documents on the big screen.
“Running a world-class operation is for managers who have no appetite for mediocrity,” I said. “Raising the bar and expecting more from our staff means that an employee’s feelings might get hurt.” Then… total silence.
I posted a brief video about Service Manager Toughness – it is a quick synopsis of the ACCA speech. Watch it here: http://www.coscia.com/