ABSTRACT
Recently, Joe had started to staff the phones himself. He decided that this was a much better way of gathering statistics than reading all the reports that were piling up on his desk. Talking to customers and mingling with the agents provided him with more valuable information than any report could. He also felt that he was really contributing to the company's success and not stuck in a merely administrative role. Mark told him that he was now a leading role model, and that the agents had more respect for him and for what he said. He definitely noticed that change. Last weekend, he saw some of the agents in the park. They approached him and chatted with him, then introduced him to their families. It was gratifying. He felt a connection. It was a new experience for all of them.
