Maybe. Maybe not. Especially in small businesses where the owner should be involved more, I’m seeing a lack of communication to the front line, customer-facing employee. Do they KNOW what you’re about? Are they “just” stocking shelves, or “just” cooking a burger, or “just” doing one of a thousand things because you said so? Or do they really understand the point of well-stocked shelves and ease of selection and how that effects sales? Do they understand that when a customer asks for something special and a “yes” is the answer, the customer actually then expects delivery on that promise?
My son and I ate at a local burger/bar the other night. I most always ask for (among other things) lettuce and tomato on my burger. The server kindly said, “We don’t do lettuce or tomato here. We find that not enough customers order to keep them fresh. I’m sorry, but we can’t do that.” Very kind and helpful. Obviously the point was that if you HAVE to have lettuce and tomato, we’re not your burger joint- and THAT is refreshing to me.
Simple enough. Knowing what you DON’T is often as important as what you do DO.