Credibility: How Leaders Gain and Lose It: Why People Demand it

Chapter Seven

Serve a Purpose

Joanne Chan was working as a pharmacist in Mannings, one of the largest health and beauty retailers in Hong Kong, and her department had consistently failed to meet its profitability targets. Consequently, the regional executive team would not approve expenditures for the computer systems that the local pharmacy team thought necessary for processing prescriptions more efficiently (and profitably). She told us how frustrated and discouraged she and her colleagues felt. And then she told us how Andy, the senior pharmacist, showed them an entirely different perspective:

He was passionate about his job, and he uplifted and motivated us by telling us that the pharmacy services we provided made a real difference to the ...