Happy new year 2010. The thought for today's blog came from my experience standing in a queue of a fairly respected retail chain. The queues were long and the number of check out counters were minimal as usual ;=) ( I think a lesson in queuing theory is warranted for all retail chain outlets I think ;=) ), anyways, the line moves on and suddenly stops .. I enquire and they say that there is a system problem, I nod my head and wait on, after some time its my turn at the check out counter and the sales clerk gets a phone call ( presumably from a friend as she was smiling and talking) while I the customer was waiting ... finally I got my good paid for and went up and met the store manager who was standing there and indicated as to why he did not open more counters ... he started moaning about the workers he had and about his manager and that nobody pays attention etc etc etc and I quickly exited from the store. That got me thinking how many of us encourage our teams to come to us with...
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