By: Jeff Toister (submitted by Carmen Gass)

The CEO called me with an urgent training project.

Our parking management firm was in danger of losing an important contract at a hotel where we managed the valet and self-parking operation. The client was unhappy about poor service quality and gave us thirty days to improve.

The CEO told me to go to the hotel and train the staff and the manager. He wanted me to show them how to deliver service the right way, and then make sure they did it. This was going to be
my priority for the next 30 days.

I decided to meet the parking manager and take a gemba walk. It was fortunate that I did, because it quickly became clear that training was not the problem. Read more here.