153
21
Making Training
Stick
The beautiful thing about learning is that no one can
take it away from you.
—B.B. King
King of the Blues
You fought for a training budget. Scraped together travel and
expense money from the paper clip and staples fund. Sent
your two finest off to a big deal three-day conference in
Florida on the secrets of big-time customer service. Now
they’re back.
“So how’d it go?”
“Okay.”
“So, what’d you learn?”
“Oh, you know, the regular stuff. But boy, that
Disney World, what a neat place!”
“I’ll bet it is. So, you took a lot of notes and have a
lot of new ideas to share at the next staff meeting,
right?”
“Well, ah, we didn’t know, you know, that you ex-
pected a lot of notes and stuff.”
“That’s okay. I’ll bet you have a lot of materials to
share ...