RULE 9

Set your boundaries

You have to, right from day one, be totally on top of the discipline issue. Remember earlier we talked about how looking after your team can be a bit like being a parent? Well, as a parent you pretty well have to set boundaries and practise zero tolerance to survive. Give ’em an inch and they’ll take the whole rope. If you are seen to be ‘soft’ they’ll take advantage. The good thing with clear boundaries and zero tolerance is you have a finite line – a yardstick by which you can judge everything. All you have to do is ask, ‘Is this a breach of the rules?’ If it is, stop it. If you do allow it, where do you stop?

Say one of your clear boundaries is timekeeping (it might be dress or customer care or whatever, but just ...

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