In the Autumn of 2004, Prosell asked an independent market research organisation to investigate the current state of the relationship between managers and their teams in front line sales and service environments.

We believe this particular relationship is key, as it directly impacts upon the brand experience that all of us as consumers have come to expect from the organisations we interact with, often on a daily basis.

Over 570 frontline workers randomly picked from a representative sample, were interviewed in order to gain their opinions and experience, so that a complete picture of the relationship could be established.

We were shocked by much of what we found.