In 2001 I took over as the store manager of a bookstore in Wichita Falls, Texas. Even though I was only 25 years old, I was confident in my abilities to manage over $1 million in inventory and a staff of 30 people. Of course, I had no idea just how much I didn’t know and the best way to learn is by doing. So I dove in head first.

The store had a really good staff. Unfortunately, the previous two managers had made some very poor decisions and the store was in rough shape. The store was dirty, poorly stocked, and morale among the staff was low. To be honest and completely truthful, just the simple act of changing the manager was enough to bolster morale. It could have been Mr. Peanut that stepped to the helm, but it was me.

Even though they would have reacted positively to Mr. Peanut, their enthusiasm would not have lasted long with him or me if they didn’t see positive things happening soon. I had every intention of taking the support and confidence they had offered me and making it count.

I felt like it was important to make the staff realize how important they were. I began holding regular staff meetings and I would try to motivate them to improve their quality of service both to the customers and to themselves. I tried to break down the invisible walls seen only by the employees. The walls that divided one department from the next. Read More...

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