I can speak on the restaurant because I used to own and operate one.

The biggest problem was customers who accepted bad service, wrong orders without complaint. They do not complain, but they sometimes do not come back.

If you ordered shrimp, but crab was delivered, you tell the waiter " this is NOT what I ordered - take it away" then if your meal does not appear correctly ask for the manager or owner.

Some of these service problems are ultimately because people accept it.