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Karla Herzog had a problem. As the president of Total Personnel Service in San Diego, she knew it was important to stay in touch with the employees she hired and placed with clients, but since she hardly ever saw them once they were hired, the task was daunting. How could she connect with employees who were always with clients at locations other than her own? How could she make them feel special when she never saw them and knew nothing of their needs, frustrations, and successes in their jobs?
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