Mail Center--'A Vital Role'

• Be impartial, congratulate and defer credit. Never accept blame on the behalf of the department without researching the details. This is a guaranteed way to make your department an easy scapegoat. At the same time, immediately accepting responsibility and correcting problems when errors occur is important. Congratulate your staff when things go well or when you receive a compliment on behalf of your staff. Always give your department the credit for a job well done. Take the credit once, and your staff will ensure that you don't get another compliment from a customer. Pass the credit on, and your staff will continue to make you look like a genius.