Front-Line Management

_Good Front-Line Management is the key to success._
.

Messages_
may be_
very direct_


Owners often only care about how much money they receive.___
Top-Level Managers meet owner set goals or are fired.
Mid-Level Managers meet Top-Level set goals or are fired
Front-level Managers motivate employees to attain top and
mid-level management goals or are fired.
.
.

Front-line employees treat paying customers like their managers treat them.
_Front-line managers must convince, motivate and influence customer service employees _
to treat customers well.
.
.


Messages_
must be_
tactful_

Customer Service Employees must be treated the way managers
want them to treat paying customers.
Customers who are treated right return and tell their friends.