That is a great work. And it highlights the importance of information flow to leadership - in any business there's a fog of war between leadership and the fron

That is a great work. And it highlights the importance of information flow to leadership - in any business there's a fog of war between leadership and the front line and as leader, one of your main jobs is creating systems that will ensure the information you need reaches you. Because remember, the woman in the story had two problems: First, customers were harassing her employees. Second, she didn't know about it until there were numerous incidents.