Owner and general manager of a major retailer faced a dilemma about his longtime manager yard was still the man for the job. Business, more and more dependent on providing excellent customer service in order to compete in the market. Recently, a friend of the owner has put into operation as the assistant manager of the yard. This new addition has shown a real talent for staff development and performance driving. As a result, the feedback of customer service has been drastically improved. The owner realized that the assistant was the real leader of the yard. He wondered how to keep the momentum of changes occurring at the same time showing respect for loyal employees. "Hide
by Karen McMillan, Meredith Woodwark Source: Richard Ivey School of Business Foundation 4 pages. Publication Date: November 15, 2012. Prod. #: W12313-PDF-ENG
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