Customer - Top Tips - Leading by example

Leading by example


This document is designed as a quick reference guide to Leading by


This will enable you to gain knowledge of a particular skill, task or process in store. This means you can quickly find the key information that you need and refer to it on an ongoing basis whenever you need to refresh your knowledge.




“Leadership” Is a force that creates a capacity among a group of people to do something that is different or better. This could be reflected in a more creative outcome or a higher level of performance. In essence, leadership is an agency of change, and could entail inspiring others to do more than they would otherwise have done, or were doing.”

Effective leaders not only say they want to do the 'right' thing; they follow through with appropriate actions-they 'walk the way they talk.'


Leadership, then, is the act of setting the right example, serving as a role model, having actions that speak louder than words, and standing up for what you think is the 'right' thing, showing the way, holding to the purpose and espousing the positive beliefs.


Good Leaders are followed mainly because people trust and respect them rather than the skills or knowledge they possess.

Some leaders lead by example and are very 'hands on'; others are more distanced and let their people do it. Whatever - your example is paramount - the way you work and conduct yourself will be the most you can possibly expect from your people. If you set low standards you are to blame for low standards in your people. Whatever you do in your store, however you behave, how you deliver customer service, your attitude and outlook will have a direct impact positively and negatively on your store team.

Customer - Top Tips - Leading by example

What you need to know

Leadership is without doubt mostly about behaviour, especially towards others. People who strive for these things generally come to be regarded and respected as a leader by their people:


     Integrity - the most important requirement; without it everything else is for nothing.

     Being very grown-up - never getting emotionally negative with people – no shouting or ranting, even if you feel very upset or angry.

     Leading by example - always be seen to be working harder and more determinedly than anyone else.



Leading by Example

     Helping alongside your people when they need it.

     Fairness - treating everyone equally and on merit.

     Being firm and clear in dealing with bad or unethical behaviour.

     Listening to and really understanding people, and show them that you understand (this doesn't mean you have to agree with everyone - understanding is different to agreeing).

     Always taking the responsibility and blame for your people's mistakes.

     Always giving your people the credit for your successes.

     Never self-promoting.

     Backing-up and supporting your people.

     Being decisive - even if the decision is to delegate or do nothing if appropriate - but be seen to be making fair and balanced decisions.

     Asking for people's views, but remain neutral and objective.

     Being honest but sensitive in the way that you give bad news or criticism.

     Always doing what you say you will do - keeping your promises.

     Working hard to become expert at what you do technically, and at understanding your people's technical abilities and challenges.

     Encouraging your people to grow, to learn and to take on as much as they want to, at a pace they can handle.

     Always accentuating the positive (say 'do it like this', not 'don't do it like that').

     Smiling and encouraging others to be happy and enjoy themselves.

     Relaxing - breaking down the barriers and the leadership awe - and giving your people and yourself time to get to know and respect each other.

     Taking notes and keeping good records.

     Planning and prioritising.

     Managing your time well and helping others to do so too.

Involving your people in your thinking and especially in managing