im not an expert on customer service but have a lot of experience with different kinds of people being a ex taxi driver and ex pub doorman. Take these scenarios which I saw or have been involved in. 1/ A Customer (you) goes to a the same Cafe at least 3 to 4 times a week and sometimes has your business work social breakfasts or lunches there, and you have done for over 5 years. The Cafe in recent weeks has been sold from the old Italian couple who used to run it to a young Chinese couple even though they know you as a regular customer. You the Customer has brought two of your work colleagues along for a mid morning lunch. They all order the big breakfast and coffee. One of your work colleagues knocks over the white coffee cup and it falls on the ground brken. The staff clean it up.She was very embarrassed but they bring another. At the end you offers to pay the food bill as there's no split bills. You see the owner at the cash register who You met dozens of times before and was introduced to her by the previous owners. Your work colleagues are standing just near you as you get your card out to pay. The owner shouts out 80 dollar ... 80 dollar !!!!! You query her ... Wow that sounds a bit expensive? She then says ... Yeah she break cup... Cup 10 dollar ... And new coffee 4 dollar !! Your workmate then rushes up embarrassed and offering to pay . But you say to the owner ... Ten dollars for a white cup ???? She shaking her head ... Yes cup expensive !! Rather than argue you give her card and she paypasses it and you collect your teceipt. Now think as the owner of that Cafe what would you have done ?? 2/ Im in one of those "dollar type " shops in Darlinghurst... Browsing away... There is a young girl of Asian appearance behind the counter . In comes an elderly man with a walking stick ... I overhear his conversation saying he had bought this duct tape but couldnt open it with his hands. She then says to him that this is not part of the service in opening the packet and i guess the duct tape. He said can i return it then as i cant use it . Eventually i got closer to the counter ... She said no you cant return it and she will charge 2 dollars to open it ... I then stepped in and said to the guy do you want me to open it ? He turned around and said yes ... But she already had it in her hand and said "its ok I will do it this time for free but not in future ok" So i then left the store. Now whilst your thinking this was an employee she apprently was the owners daughter. Now i can understand it if she was just a emloyee but when your an owner ????? 3/ There used to be a business cafe under a building opposite Hyde Park Sydney , some early mornings i would stop there , 530am / 6am ... A few mornings i would stop for a bacon saysage egg roll, the place had been bought by a older couple in their 50's ... They didnt seem to have much experience ... As i would stop to order one morning the husband shouts from the kitchen to his wife " tell him everythings frozen !!!! And he'll have to wait !! So Im thinking if there running a business wouldnt you thaw everything out the night before ??? So the next few days i try it again only this time at different time. Young tradies were lined up trying to buy food. The older woman owner was making the coffees and it seems they needed staff as it was very busy only thing is the old man kept shouting back to her from the kitchen , ""tell them they will have to wait at least 20 minutes for their food " after she was shouting in orders to him "tell em they'll have to wait !!! Now i knew this place wasnt going to last , and after that every morning I would keep walking past going onto the next takewawy shop rather than that one. Exactly a year to the day they bought it ... It had a FOR Lease sign on the door .. Now the Thanos Cafe had been there over 20 years... And it took only one year to destroy it . Now obviously i wasnt there the 10 hours a day it was open... But i can speculate that the "fast service" tradies and office workers had in the past and still wanted was not there anymore leading them to walk a bit further onto another cafe. Also the older guy was very grumpy and no hello or anything like that, it seemed an inconvenience for you to ask for anything from him. Maybe they had no experience in the food business before I dont know, but they lost their money . Now i see someone else has rented it and its back up again after the shop was vacant a few months. I dont know the rent they were paying but i really think they could of made a go of that if they had people skills. Some people dont have people skills.