Three 19-year-old plumbing apprentices sat in the front of the room during a recent customer service seminar. They were mostly attentive and engaging.
Midway through the seminar, the apprentice nearest me, sitting in the aisle seat, got preoccupied with his smartphone and this piqued my interest.
“What are you doing there?” I asked.
His surprised grin told me everything I needed to know. He was busted.