Achieving success is simpler than we all think. Above all, a manager needs to make sure that everyone is clear about what it is that their post involves. Every employee needs to know exactly what their functions and their responsibilities are. Then that's one less thing to worry about, and they can get on with their work.
The thing is, he was a very good customer of ours until about five years ago, when we had that safety problem with the R21. He didn't reply to our literature or anything for all that time, and then suddenly there's this phonecall: 'I'll be in England next week. Could I arrange to come and see you sometime?' I think he'll like the present range, so let's hope we can get back to normal business relations ...