Set Expectations Then Beat Them

So you have to be able to show people and train people. And really it's done just with some basic expectations. You set an expectation. I will call you back. It's not allowed, you're not allowed to say something like, I'll get back to you when it's fixed. You have to set a firm expectation. I will contact you back by two o'clock.

Then your next step is beat it. And then all we do is say, we just train that. And we say, guys, if you're not doing that, we're going to work with you until you are doing that. But our goal is to get every one of our people to set an expectation and beat it. Once they build a habit around that, the rest usually works itself out because bottom line, they still are human beings.

And we do tend to hire for people who are a little bit warmer, a little bit friendlier than your typical cold engineer.