Craig,
You dah Man!! Great classes this weekend. My Service Writer  learned so much this weekend. I’ve been telling him the some of the same things you have taught, sometimes hearing them from someone else helps. We have started using your teachings as early as 7:30 this am. We even tried using a New England accent but offended a few of the Locals here in the Ozarks. 😉
Your method of breaking out in groups for discussion helped us tremendously. We are having a problem keeping our owner off the phone though. Since he pays the phone bill he feels like he can call whoever he wants.
Thanks again.
Quack