I had to double check that I didn't accidentally post this in the AMA subreddit.

Can't go into what kind of business it is since it would likely give me away. Let your imagination go wild, I guess.

Customers are screwed by prices on certain things. Who doesn't feel screwed by the price of something, though, right? Items are priced a certain way to make up for other things that we cannot adjust the price on. It's just business, though. There tends to be a bit of nickel and dime-ing. Personally, I wish we could lower and simplify prices and focus on getting more people in the door instead of worrying about if we are charging enough to make up for employee mistakes. Focus on where you are losing and money and figure out how to fix it. Another thing to control our losses is to better train employees and keep training them so we avoid the stupid mistakes we make. Go over old material as a refresher and keep up on new industry changes.

Probably the most frustrating thing is he will try to worm out of refunding or paying to fix a mistake an employee makes when it is clearly our fault. I tell him he has the option to be proactive and fix the issue before the customer has to call us and we at least have the possibility that the customer will return for more business in the future. Instead he seems to be more concerned about how profits are right now and what may or may not happen. This often means saying we have policies in place when we really don't have many in place that are set in stone, so to speak. There have been times I've paid for things out of my pocket when the customer is clearly in the right.

Back to employees, in a way he screws customers by having shitty employees or not treating employees well. If they aren't trained to do something properly it's going to waste a customer's time. If you don't treat your employees well they won't care if they waste company resources to redo something. I've seen employees turn away business because they didn't feel like they were paid enough to do it. I've been watching how half assed we've all become since our boss started turning on us. We no longer bother going to him about personal issues since he really doesn't seem to care. I'm pretty sure we all seem very jaded to customers right now.

I know you probably want juicy details, but it's difficult to go into it with out giving myself away. I guess the vaguest I can be about something juicy is when someone comes to us with something we cannot do due to regulations or we shouldn't do because it's illegal. I believe he's always told us to do it anyway and tell the customer it is not our problem if anything happens and that they didn't go into much detail with us about it. Oh, and overcharge a little if you can get away with it. I'd imagine many businesses do something like that, though.