Jessie walked into a full-service printing and copy store to pick up photo printing paper. She stood at the counter waiting while the two employees behind the counter chatted. When they spotted her, one reluctantly came over to see what she wanted. The disgruntled employee didn

Jessie walked into a full-service printing and copy store to pick up photo printing paper. She stood at the counter waiting while the two employees behind the counter chatted. When they spotted her, one reluctantly came over to see what she wanted. The disgruntled employee didn’t have any answers to Jessie’s questions and didn’t make much of an effort to help her. The store manager was leisurely reading a newspaper. The spirit of the place was heavy, depressed. It wasn’t a good experience for a customer. And it wasn’t much better for the employees.