Our pharmacist has been running the community pharmacy for a year now. After some early tough experiences, the business is performing well. In fact, the performance is such that the business is ranked top of her area. Her area manager, however, never seems happy. He continues to criticise in public and in private. Her ambition for the business and for the development of the business has not been realised. He repeatedly withholds praise in favour of trying to motivate our pharmacist to bigger and better things. The new customer experience initiative means that nothing less than constant step change is acceptable.