I have been a mechanic's apprentice, an oil change technician, a pet groomer and even worked in the food industry and throughout them all I realized one thing in common with all of them. Customer satisfaction and their perceived perception of the company relies upon the employees that are working there. The CEO is not talking to the average consumer on a daily basis. The consumer is conversing with the employee that works there and depending on how well the situation is perceived by the consumer, it could leave them satisfied and wanting more or insipid and never wanting to return.