I have an open door policy, so whether it's trouble shooting or addressing a specific problem, I'm available. The answer is you can't install the infrastructure up front. It takes time. We grew our support structure as sales and revenues grew. Be clear about your expectations.
Mutual expectations are really where the rubber hits the road.
Associates want to know exactly what management is thinking, and we need to know what associates are thinking. My advice is to be clear and direct about expectations. That way there are no gray areas. Have high expectations. We concentrate most of our resources on our best professionals, so we expect them to perform at the highest level for their customers.