How do Candace Stathis and Sue Ryan
apply the four critical management skills in their roles at the company?
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2 (a). What are the four critical management skills? How do Candace Stathis and Sue Ryan apply the four critical management skills in their roles at the company?
(b). Which of these skills do you think is most important skill for a manager at Camp Bow Wow and why?
Word limits: 300 words each and include references if applicable
Managing at Camp Bow Wow
Camp Bow Wow, a sort of combination day camp/B&B for dogs, was started in 2000 by a dog loving entrepreneur named Heidi Ganahl. The business is a franchise, a form of ownership in which a franchiser grants a franchisee the right to use its brand name and processes and sell its products or services. Sue Ryan left the corporate world in 2004 to take over a Camp Bow Wow franchise in Boulder, Colorado. To reduce the demands placed on her as the sole manager, Ryan developed other employees’ managerial skills so that they could be promoted and share in the managerial responsibilities of the business.
>> The biggest misconception I had about managers was that they sat around in offices and kind of did nothing.
>> My name is Candace Stathis and I'm a manager here at Camp Bow Wow.
>> I was really wrong, it's a lot of work, it's a lot of managing people and working on your own people skills and making sure everybody's organized and where they're supposed to be at the right time. Dogs are pretty simple, they're happy and loving and they're really just kind of sweet, whereas people are a little more difficult, they're way harder to train.
>> Yeah, so before this, I worked for GE for years and year and before that, oil and gas and I was in manager position through most of that.
>> Hi, I'm Sue, the owner of Camp Bow in Boulder, Colorado.
>> But I had this manager that was just miserable to work for but taught me an incredible amount. She was one of those people that took joy in making me uncomfortable. Every time I went into in her office with a question, if I was up here looking at the big picture, she'd ask me questions about the detail and the next time I'd go in and ask, you know, questions about the detail and she'd want to know about the big picture so I -- we were always on different pages but when I look back on it, I learned more from her probably than anybody else but it was painful. So I bought the camp two and half years ago and when I started, it was just me and a staff that was all at the same level and a very flat structure. I definitely went into it wanting my own more relaxed culture, not just for my staff but for myself as well. Once I started getting people like Candace, where I could start promoting them and mentoring them into more lead positions, I did it.
I want to be the best. I want to be the best of all the facilities like this in Boulder; I want to be the best in the Camp Bow Wow system as a whole. I mean my expectations are that the customer, even if they're dealing with a really difficult problem with us that they come away knowing that we've done everything we could to address it.
>> For a half day, okay, perfect.
>> I think the big thing that we've had to react to is that people are still spending money on bringing their dogs in but they're expecting a whole lot more for their dollars so the level of customer service has to be that much better and the level of our offerings has to match their expectations.
>> The hardest part of my job as a manager is trying to juggle the customer service side with the dog side so making sure that the customers are happy but also that we're doing what we need to do to keep the dogs safe and happy.