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Hi. Thank you for meeting with me today. I heard you are an amazing incoming team lead that is why I've asked you here today. Before we get started, don’t forget to use the information provided in the links from the digital course. Anyway, the associate I need you to speak to is Sam. He is working two jobs to make ends meet for his family. Unfortunately, it's causing his reliability score to be low. Despite his low score, he provides excellent customer service and works well with others. His people skills make him a great candidate for team lead. I believe he should start the training soon. This role would also offer him better pay allowing him to quit his second job. Based on what I just told you, we need you to provide him a SMART behavior feedback.