Have you ever had that one person call in and say, "I just want to speak to your manager" without giving you the opportunity to problem solve the issue for them? What will your next steps be as a frontline leader? From a managerial perspective, will you come out of the corner office and take care of the issue yourself or will you allow your frontline leader to assume the lead? As leaders, we need to be cognizant around the type of culture we create within our organization. Your very next steps may determine the way in which people approach and deal with your frontline workers.
