3min chapter

The Paul Wells Show cover image

A man in transit: What moves Andy Byford?

The Paul Wells Show

CHAPTER

Don't Just Push Out Positive Messages

"I absolutely pay attention to customer feedback. I used to surprise people in both New York and Toronto by personally replying to their emails," he says. "If someone has taken the time specifically to write to me, I owe them the courtesy of a response." He adds that if you as a leader just keep your head down or if you just constantly apologize 'you throw your own team under the bus'

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