Great Video from Steve Coscia on Service Manager Toughness

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:


Updated: March 28, 2013 — 11:26 am

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