2.Highlighting the vision of Leading A Service Excellence Culture

3.Providing Sufficient Information, Resources and Support

4.Developing Trustworthiness

Laylas first decision is to increase her most experienced Deli Manager and Butcher’s wages.

But, when Assif hears about this, he gets angry. He calls her up to tell her that it’s a risky move, and that she should have run it by him first. He’s worried that it will set a precedent for other stores in his region, and that her decision will make him look like he doesn’t have control over his people.

 

In response, Layla stands her ground. She tells him that she is prepared to back up her decision with performance measurements, which she will update him on regularly. A few weeks later, a regional “Women In Business” magazine approaches Layla to write an article about her job and career progression. She’s very excited and sees it as a great chance to inspire other women in retail and to promote her store and her approach to customer service.

However, the day after the magazine is published, Assif calls Layla to express his disappointment that she didn’t consult him before agreeing to the interview. He points out that there is team to handle communication and public relations that she should have informed them too. Layla is fed up and ready to quit.

 

Roisin trusted him to manage the project, and Dermot thought his team members would deliver but they’ve let him down. Surely, he has the worst team! When he’s done lecturing everyone on the poor execution of his vision, he sends each person away with specific instructions about what he wants done, and when. Then, he calls Roisin to request a meeting – he wants to discuss replacing his team.