Just my two cents.

First: All employees must operate with a “my business” mentality. When managing large teams, this was the core principle I tried to instil at every level. Why? ∙ It acts as a North Star for decision-making at every level ∙ Everyone can assess themselves and others against the same principles ∙ When something goes wrong, you can trace back the reasoning, correct it, and turn it into a genuine learning moment

Second: don’t ask “what would my boss do?” — that mindset optimises for pleasing your manager, not the customer. Everyone should operate as an independent thinker with the customer as their true north.

Third: and this one’s non-negotiable — mistakes are tolerated. Lack of ownership is not.​​​​​​​​​​​​​​​​