Good supervisors and managers know that the folks they supervise or manage are also their customers. These front-line folks also need to be served - with information, support, guidance and (perhaps most important) acknowledgement.
When i worked one holiday season as a "retail sales associate" (shop clerk) in a large gift shop at the Biltmore Estate (Asheville's largest tourist attraction), the supervisors and managers in the retail departement seemed to understand this. They treated the front-line folks like gold. And it worked: it was then easy and natural for us to treat each other well - and to treat our customers like they were gold.
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