Who are the faces that the customer sees.
If you go to a bank, the bank is represent by the teller or the loan officer, not the president or the CEO of the bank.
Go to McDonald's, and you see the cashier and the cooks, they are the face of McDonald's, does anybody expert those interested in finance even know the name of the executives of any of the fast foods.
The face of cars are the salesmen and the face of department stores are the associates again not the CEO.
If any of these people give the customers a bad time, business is bound to suffer.
My advise try anyone running a business try to make your employee feel pride in the business and that the business has pride in them.
What some businesses fell to realize that their employees are (potential) customers and (potential) great or terrible advertising.
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