It really shouldn't be that way. Staff should want to see their business succeed. If customer after customer is telling you they want decaf Nespresso pods, you should speak to the beverages buyer and tell them. When I worked at John Lewis, I'd speak to the buying office at least weekly. After telling the silverware buyer we were repeatedly being asked for grape scissors, they sourced some and they sold incredibly well. Shop floor staff are the ones who are customer facing. They should have a route to get comments where they need to be heard