If there is one thing that people behind bars and counters are guilty of it is forgetting what it is like to be a customer. They develop and “us vs. them” mentality with their own customer base.
To give an example of this in effect I want to talk about how many businesses react to having a fairly large queue. As they try and produce more drinks quickly things tend to go downhill – shot times start to drop, drink quality slides and overall service isn’t what it needs to be. To them the most important part of your experience is that you don’t queue for too long.