The chapter talks about a Friday Forward post sharing the speaker's positive experience with customer service at Backroads, a company known for their exceptional service and outdoor trips. They discuss the impact of word of mouth and a Wall Street Journal article highlighting Backroads' successful employee training methods.
On a new episode of Weekend Conversations on the Elevate Podcast, host Robert Glazer and producer Mick Sloan discuss the key difference between innate talent and trainable skill. Robert shares why it's so important for leaders to identify the innate abilities required for each role, find people with those traits, then elevate those people through thorough training and effective processes.
Read The Friday Forward discussed in this episode.
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