[Oh Haha]

For me, it's 5 and 6.
In our business, our drivers are our first line of defense against competitors. We train our people very well and give them the tools to do the job. We empower them to make decisions based on good customer service. I have an employee with 30 years of experience and this person STILL has to call and ask what he should do for the simplest of problems. Although I have spent countless hours in the truck working on organizing his truck and the route, the old ways have always come back ina week or so. If I pursue discipline with this employee, I get the "you are harrassing me" grievance thrown at me. I just keep reminding myself that they can't live forever and will have to retire someday, most likely before me.