Dear //firstname//,

I’m happy to announce that we have formed a partnership with the Cohen Brown Management Group/Breakthrough PerformanceTech to test a new training methodology called Performance Drilling (PD).  Performance Drilling is a breakthrough interactive performance, training, and coaching system that focuses on both knowledge acquisition and behavioral embedding.

Our focus for testing this methodology is to provide you with best practice responses to guest situations, the good, the bad and the ugly.  We hope that this will help you in your everyday interactions and that it will provide you with the confidence and consistency to deliver a great guest experience.

We will provide more information as we go forward and I look to you for your continued participation to make this successful for you personally and also for Crowne Plaza Lansing West as we are the only hotel in the world to test this training methodology!

We are beginning with the attached survey to gauge our starting point with guest responses and interactions.  As you will see, this is an anonymous survey so please provide your honest feedback.  We will survey you as we go along during this process which will last approximately 12 months.

Thank you for your participation! I appreciate everything you do, every day, to make our guests happy!



Cindy Bowen Picture


T. 517.391.1319 | F: 517.391.1367
A. 925 S. Creyts Road, Lansing MI 48917
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