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I heard recently that a branch of a poorly performing retail store had been turned around by the introduction of a new manager.

That’s not the most surprising thing you’ll ever read is it?

But the next bit might be.

The hundred or so full and part time staff of the store reported one of the main reasons for their improved performance and increased morale was this:

The new manager used and remembered everyone’s name.

They actually showed an interest in them as people, not just in their performance.

Now I’m sure there were many other things the new manager did to improve the performance of the store, but this seems to be the one that created the ...

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