• Servers/producers are regarded as the source of service/quality problems.
• Servers/producers are treated as employees not partners.
• Blurry line of sight to external customers, especially for support staff.
• "Internal customer" tyranny between departments/divisions that often has little to do with improving service/quality to external customers.
• The voice of the customer is rarely heard beyond the front serving/sales lines.
• Servers/producers are serving management and internal bureaucracy more than external customers.
• We/They Gaps between departments/divisions and/or servers/producers and management.
• Trivializing the views of servers/producers as "not reality, just their perception."
• Managing to the lowest common denominator with rules and policies that convey mistrust and treat people like children.

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• Review customer feedback to trace how negative internal culture, systems, and processes cause poor external service/quality levels.
• Partner with servers/producers to identify and remove/reduce those issues that are reducing their satisfaction and effectiveness.
• Involve servers/producers in a continuous service/quality improvement process.
• Identify and reduce the status symbols, hierarchy, bureaucracy, departmentalism, technical elitism, language, etc. that widen We-They Gaps.
• Build broad ownership and commitment to customers and service/quality improvement goals.
• Focus on the majority of people that are trustworthy and take pride in their work not on the tiny minority who may not.

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