Ubert's Coaching Program Changed the Customer Experience

At besbay, we were a 50 billion dollar company. We had one thousand stores in the us and 70% of population was within ten or 15 minutes of a bes by store. Thet was hundred, 25 thousand people who were passionate about helping customers. Again, the cultura deteriorated, but the heart of the company,. the soul of the company, was still there. A mistake i made for too many years was putting too much emphasis on expertis and experience when recruiting somebody. In being clear about our leadership expectations, they had to be non negotiable. And instead of trying to change everyone's values, bert worked to close the gap between their existing values and daily behaviors