Finally, the cashier asked the person "Are you done yet?" No response. Abruptly the person turned away and literally got in-between several people working drive-through and the deep fryer. Didn't say anything to them, but started handing bags to them for take out orders while he checked the status monitors.
Meanwhile, the cashier had quickly and pleasantly taken my order and given me a drink cup. My order soon arrived and I walked away thinking "what a great cashier. But who was the other man?"
Possibly he was the shift supervisor. Or the restaurant manager. If so he was out of uniform. The way he acted and dressed, more likely he was the "big boss," maybe even the franchise owner. But in any case he most certainly was a manager. And just as certainly his demeanour, attitude and rapport with crew members and customers indicated he was no leader.
Leadership is not about being the owner or the boss. Leadership is not about violating standards of dress and good customer service. A leader is someone we look up to and admire and respect. A leader is a person who we expect to do the right thing in every instance. A leader is someone we want to follow and emulate.
He may have been a manager, but he's also a rude discourteous person who pushes his way through his crew and his operation; he certainly was no leader. And, as a customer in his restaurant looking at his appearance, I am very glad he didn't handle my food.
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Copyright © 2009 Daniel W. Pelley
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