Armchair Critic: The Ken and I

I was listening to an impassioned talk on customer service - champions, ambassadors, going the extra mile, that sort of thing. The late Sir Ken Morrison was used as an exemplar - apparently he would frequently roll his sleeves up and get stuck in on the fish counter. Loved it, he did, and just great with the customers - a fabulous story to tell throughout the whole Morrison's group. Leadership at its very best. Anyone on his management team who did not live up to that sort of leadership could look elsewhere for a job. My point today, however, is not to argue leaders must emulate Sir K...