(I posted this as a comment on another post, but decided it made for a better post on its own.)
If I ran a service-oriented business and ran it the way most companies are run today, the thing that would keep me up at night is the fact that my lowest-paid, most poorly-treated employees have the biggest impact on my customers’ opinion of my company. They are the embodiment of the company’s values, they ARE the company and they have no reason to pretend to care.
It’s surprising to me that so few companies get that.