There is a tangible commitment by Leo McKee, the Chief Executive to be visible across the organisation. He has visited every Brighthouse store. He spends at least one day every week visiting stores, service centres and distribution centres, thereby ensuring he has a chance to regularly meet colleagues and customers and find out more about them and their families. The entire senior management team follow similar principles to ensure they are visible to the teams and functions they head up.
All managers are encouraged to operate the principle, ‘don’t say something to someone over email if it can be done over the phone, or over the phone if it can be done in person’. Senior Managers lead by example, keep the Green Sheet with them at all times and seek to treat others as they would like to be treated. On the Green Sheet there is a section ‘Four words or phrases Senior Managers should learn’. They are: please, thank you, I’m sorry – it’s my mistake and I don’t know.