There is a well known phrase about the one bad apple which starts to spoil, and thereby ruins the whole barrel of good apples.
The same is true in the service industry. If you have one stale employee, they can undo so much of the good work done by others that you may as well have no good staff at all.
You need to weed out the stale ones and improve them or move them.
" One hundred minus one can't be ninety-nine in the hotel business. It may be zero. If one employee out of hundreds gives a bad impression to a certain customer, it will be one hundred percent damage for our hotel image for that customer" - Ichiro Inumaru - President Imperial Hotel Japan.
