Your front line employees who interface with customers regularly can make or break your business. These are the people in the call center providing help and answers to customers as well as calming them down when they call with complaints. They are also the ones working at front desk who direct customers properly and guide them through paper work, etc. When this employee is a manager with an authority the stakes are multiplied. At least with the employee the customer has hope to take the complaint to the manager, but when the buck stops at the manager and when the customer has lost all hopes of getting problem resolved you can be sure to lose him for life!