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As a tl isn't it strange this was done after viewpoint..I've had line managers who when I've been off for 2 weeks or more,couldn't even tell staff if they could have holidays-despite having the hol book.on my 1st day back,4 staff came to me asking the same question!
Better service manager-involves giving out value awards like confetti,putting pictures on twitter and organising odd shoe days.one role to go-and the figures have got worse in store....