Photo by: Robert Pastryk via Pixabay
Recently, I went through a fast food drive thru with my family and received extremely poor customer service. I decided to contact the franchise owner to share our experience and was surprised when he shared that he’d send the employee through training. Yes, training! I don’t know why I was shocked since training is usually the “knee jerk” reaction when an employee’s performance is poor. To me, it was very clear that training was not the solution. Why is training the initial reaction? Why is there a belief that training can fix everything? Training is not always the solution.