Our house is 6 years old now and many small things are starting to fail. Water Heater (3 of them actually) Door knobs, faucets, outlets and more. I made a trip tonight to a local store where they had plenty of help. The problem was they were in avoidance mode. Finally I approached an employee that was the worst at hiding. (Picked him off from the herd) and did manage to get some help.
Are you avoiding your customers? Are your employees?
This company could have had half the employees, paid them twice as much and if they were truly engaged you could have had three times better customer experience.