What/who is the most important part of your business?
Is it your customers, receptionist, accountant, you?
Me! Just kidding..
IMO, our team. @Phil Khor may disagree..
Some time ago, I worked in the early days of a very successful japanese restaurant chain and I learned a thing or two there, especially about company culture. While we simply served food, there was this shared vision about the value we brought. We felt strong ties and obligations to one another and to the company about our shared purpose. This flowed onto the customers. The customers would have an impeccable experience.
I've returned to the establishment over the years and felt that the experience was lacking. The sense of comraderie, the shared purpose and vision and strong company culture is evidently no longer there. And as customers, we suffer.