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That is a great questions - at my last job, I got in trouble for not 'following the crowd' and going out of my way to do right by the clients. I am happy to say "I love my career now" the grass is greener.
Yes! We should all practice this effort. It will truly help. Establishments and businesses need to know what we expect when we spend our hard earned money.
I agree Sammy with part of your reply. Management is responsible for pushing good customer service and also hiring employees with good work ethics, but ultimately it is the full responsibility of the employee to represent the company at best.