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Thank God It’s Monday!: How to Create a Workplace You and Your Customers Love by Roxanne Emmerich

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chapter twelve Measure Everything!

“Show me how a person is measured and I’ll show you how he will behave.”

—Various

Bobby Keller had been working as a grocery checkout clerk for the better part of a year, halfway through his senior year of high school and up to the time a number of his former schoolmates were heading off to college. He was joking with a couple of them while sliding bar-coded goods across the scanner as he ignored the customer across from him.

Gladys, the clerk supervisor, came over and slid a “Lane Closed” sign across the end of his lane. “Hey, I didn’t know I was due for a break. I’ll come out and shoot the breeze with you guys.”

“It’s not a break. I want a word with you, Bobby.” She went back to her usual spot beside the ...

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