"Isn't it a bit odd that Starbucks had gone to the trouble of paying someone to stand around the front of the shop, getting into squabbles with loyal customers, making people repeat their orders, while not even increasing the total number of Frappuccino Blended Coffees that could be produced per unit of time?"
"But when one of your employees yells, "They're not allowed to give it to you up here!" at a customer, that's probably a sign that the systems you have put in place have become self-defeating."
How Hard Could It Be?: Good System, Bad System - Starbucks - company culture
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