Point-of-Contact

This is SO important in your business, and SO often missed or given short shrift. How misguided is an owner to spend a quarter of a million to open a beautiful new restaurant, then leave the Point-of-Contact up to some snarky punk they're paying minimum wage and giving minimum training to? 

Easy to criticize another business, but have you examined every Point-of-Contact in your business, and been brutally honest with yourself about the quality of The Human Experience at every point?

AG1 sends me an email right before they send out my monthly shipment, to remind me it's about to ship out. If I have too much stockpiled in my fridge, I can click on that email and pause my shipment, for as long as I want, in under a minute.

THAT is a stellar human experience, and a beautifully orchestrated Point-of-Contact.  Without knowing anything about their team, I know someone thought that through very carefully, and cared enough about me to absolutely knock it out of the park.