CASE: APPROACH
Mr. G's approach could fail because of the following pitfalls: (1) Overemphasis on being a good model could be so time-consuming that Mr. G might neglect other important duties. (2) Those inexperienced at professional customer relations often need to learn skills and techniques that are best communicated through training. Being a good model is important as long as Mr. G does not devote too much time to it, but it does not replace individual or group training. (3) “Good guys” do not always make the best supervisors. Some discipline is usually necessary. Mr. G needs to come up with the right combination of being a good model, providing the right kind and amount of training, and maintaining discipline.
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