I’m convinced I can predict the future. We conduct phone shops each month for many banks and I’m convinced more than ever that I can predict the score of a future shop for the majority of the managers at these banks based on the score of their previous shops. It’s amazing! It’s very common to see the same branches and the same employees consistently score below remarkable. While at the same time other branches consistently improve and have remarkable performances each month. The reason? Some managers are managing and some are not. Phone shop scores are a reflection of management and should be used as a core score. We provide managers with several tools to manage. As a manager, make sure you use the tools at your disposal. Remember the definition of management… Turning talents into performance.