Picture this, you're out with your family for dinner. At the restaurant, you try to call the waiter, but you just can't seem to get his attention. Wouldn't that be frustrating? Also, when the waiter arrives, and they are simply a pain to communicate with, how would you feel. Personally, I would go through the frustration, because the food is great. But I might think twice before going there a second time. This also could be the case for many people out there. Experience at a restaurant is the second most important factor in customer retention. (Bonus points if you guessed food is the prime factor😉).