Problem: One thing they all agreed on, however was that superior customer service and products would remain essential to continued success. Bisset understood all their hard work and planning could easily be derailed if the restaurants did not provide a quality experience and an offering that customers wanted. High turnover and dissatisfied frontline workers, however, were the norm in the food service industry. How could her team break this cycle and give employees what they needed to succeed? Could this be done in parallel with rapid growth, or did they need to hit pause?
Source: Case (Recipe for Success: Growth and Evolution at Café Cupcake)