In addition, morale continued to be low the entire time he managed the office. Employees were miserable because of the abusive treatment they received. You may be able to exceed external customer expectations under those circumstances, but you will never delight, WOW, or make raving fans of them. To summarize, it takes a TEAM to be successful and give customers outstanding service. As an abbreviation, Together Everyone Achieves More fits quite well.
Loose cannons fizzle out pretty fast in the business world.
Don't be afraid to experiment with new, and more impressive titles for your team members. If a co-worker is going through a rough patch, come along side and try to help them out. Take turns being the leader on various projects. We all have different strengths and weaknesses. Acknowledge them and make them work for you, your co-workers, and especially your customers.