The Hardaway Storage Squad

We learned this lesson in the hardaway storage squad. We had ivy league kids who cared about the job, and they were failing mise ably at delivering a consistent service to our customers. So we figured out that we needed to simplify their tasks and take as much off their plate as possible so that they could focus on doing what we needed them to do best. Instead of training them to be proficient at customers service, we ordered them to direct all customers service to a customers service specialist. They were not to answer a single customers service question. That alone got rid of half of our training because the customer service is so complicated. And when we finally got an employe trained up and