That’s not to suggest that they always like what I have to say. I don’t always solve their problems, and I can’t always side with them just because they bring their situation to my attention. But if the associate happens to be right, it’s important to overrule their manager, or whoever they’re having the problem with because otherwise the open-door policy isn’t any good to anybody. The associates would know pretty soon that it was just something we paid lip service to, but didn’t really believe.
