Pamela entered an unprofitable store with the hope of turning things around. People in management positions and store employees weren't really concerned about the store's lack of success. Pamela brought a sense of order and reason when it came to planning the store's operations. Pamela had the most experienced employees working during the busiest times of the week and ensured that her employees were well informed about the products available in the store, not only providing them with product knowledge , but also installation knowledge. All of these factors have created a positive customer service environment, allowing customers to find what they need and get all their questions answered. These decisions gave HM the opportunity to compete with “big box” stores. Some employees made these decisions harshly. Pamela is a new member of the HM team, but has not hesitated to make changes, and some employees were not happy with these changes. However, Pamela's decision to join the company and go straight into business caused some employees to take her seriously and notice that she stood firm in her decisions. This became evident after the dismissal of three employees who did not comply with the news