When I say “the lack of training and systems can be disastrous,” it might sound a bit dramatic to you. I can assure you, however, that the quality of your training and systems can truly make or break your business, your reputation, the level of service you offer, safety on the job and your overall profitability.

To illustrate this point, a specific event comes to my mind. If you don’t remember (or haven’t heard of) the 1987 King’s Cross London Underground fire, 31 people died in what should have been a small, easy to manage fire in the transit station. It was allegedly started by a careless passenger who discarded a match they were using to light a cigarette as they were leaving on the wooden escalator.