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Show Them, Don’t Tell Them

Consider, as you make your decision and as you determine how it is to be executed, your position as manager. You are also a role model. People will look to you and your behaviors as models of how to be a good employee of the organization.

Thus, once a decision is made, don’t just tell people about it, model any behaviors it involves personally. Set the standard, and allow others to watch you make this decision happen.

If you decide, for example, to accept any return from customers no matter what the reason (and assuming this is a change from the usual 20-questions routine customers get), then spend the first day on the front lines handling all the returns. Show your staff how to handle returns with the new behaviors simply by exhibiting them yourself in front of them.