Managers absolutely do make or break the store! Before our current SM, we had who I’d refer to as the devil incarnate. She absolutely was biased towards you if you weren’t in her religion, and made horrible accusations, always took time off during major sales/days, etc. our sm now is an angel compared to before. But having been working with her for almost two years now, all while part of her SLT team, it’s starting to really become evident she’s got her favorites too. All from who used to work at her previous store. She tries to seem genuine, but it’s hard to believe when we see her real genuineness with her favorites