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When coaching isn't enough, remediation is the decision rule Part 1
The line between coaching and formal remediation — and the simple two-strike rule for crossing it.
Coaching is the first move when a technician underperforms — but at some point it stops being training and starts being random retries. Sherley introduces the line where formal remediation begins: when the issue is repeated, measurable, and impacting client care, and it hasn't improved after targeted coaching. The simple rule: if you've coached it twice with clear criteria and it's still below expectations, you need a remediation plan. Watch the full clip for the two-strike rule.