@CCoyote: The problem with trying to make people happy in a service industry is that while most people are honestly with it, some people do take purposeful advantage of it, and it's only the ones that are bad at hiding it that you notice/hear about.

@Millcore: I think it would do the industry well if frontline employees were given more agency (and training and support) to call out bad behavior when they see it. I try to do that in my branch of service when I can. Rewarding it just makes it worse.