Why won't my team use a new phone script even after I send them to training? Because training was never the thing that makes it stick. You are. I have watched plenty of practices spend money on classes and then watch the new system die within two weeks, and the reason is always the same. The doctor went quiet. If your team does not hear from your mouth, on a regular basis, that this matters to you, they will quietly drift back to freestyling. A class is an event. Accountability is a habit. Every single day you have to ask how [...]