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Very interesting break down of a common dilemma. I appreciated the public thinking about this. It obviously disadvantages the employee, but hopefully only temporarily, as the feedback should allow them to correct, adjust and improve as well.

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Jun 11, 2023Edited
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To answer your questions:

Should a company that allows such an employee to provide sub-par service be allowed to thrive? Without people complaining, the business would never know the service was sub-par.

What if the morale is so bad at that company, that the guide has no incentive to go the extra mile? That's interesting. I never considered it might be the company's fault.

If it is, I doubt they will fire someone for bad service (this person wasn't doing what they were supposed to, let alone going the extra mile).

The next question is tied into my previous answers.

And the last two line in your last paragraph sums up my article brilliantly.

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