When I took over Barkingham Palace, it was a business on the verge of going to the dogs. This doggie daycare and grooming facility was a classic example of a business being undermined by a pair of owners who were not on the same page with their management styles. And to make matters worse, Tania, the owner who was in the business most often, did not have the people skills necessary to manage staff and interact with customers. When I arrived, I was struck by Tania's erratic behavior. She went from anger to tears in a flash, and her staff was tip toeing around her.
Tee, the other owner, was protecting her partner rather than doing what was best for the staff and her business; she was essentially enabling Tania's mood swings. In order for any kind of customer service driven business to be successful, there needs to be a consistent message and expectation for the staff, and the staff needs to feel motivated by clear goals and feedback.