Which specific training techniques should we use to train our salespeople, Web designer, and Web surfer, and why? “T just don’t understand it,” said Mel. “No one here seems to follow instructions, and no matter how many times I’ve told them how to do things, they seem to do them their own way.” At present, LearnInMotion.com has no formal orientation or training policies or procedures. Jennifer believes that is one reason why employees generally ignore the standards that she and Mel want employees to follow. Several examples illustrate this. One of the jobs of the Web designer (her name is Maureen)

is to take customers’ copy for banner ads and adapt it for placement on LearnInMotion.com.

She has been told several times not to tinker in any way with a customer’s logo: Most companies put considerable thought and resources into logo design, and, as Mel has said, “whether or not Maureen thinks the logo is perfect, it’s the customer’s logo, and she’s to leave it as it is.”

Yet just a week ago, they almost lost a big customer when Maureen, to “clarify” the customer’s logo, modified its design before posting it on LearnInMotion.