4
A Catalyst for Change
Steven started off the next Monday morning department meeting with a personal observation.
“This past week, our store manager received a letter from a customer praising someone in our department for their service,” he began. “I read the letter more than once and thought about how good it made me feel—and how proud. And I started realizing that as your department manager, I’m in a position to be able to create that same sense of pride in you all. I don’t think I’ve been doing a very good job of that.”
Kelsey was impressed. Steven didn’t usually show his vulnerable side.
“I’ve asked you to start focusing more on our customers ...
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