You can't suck and blow in the same breath. You can do one or the other, but you can't do both at the same time. I have a soft spot for service providers, having spent 30 years as a General Manager for a major retailer. Margins continue to be squeezed. Business owners are paying more for the goods they buy, the utilities they use and the equipment they lease or purchase. You have a choice to make. Pay more for what you buy so they can hire more staff or pay lower prices - but you can't have low prices and exceptional service. Listen to my take on self-serve checkouts and fast food outlets in this episode.