I was listening to an Audible.com lecture on Habits yesterday while I was running, and the lecturer mentioned that Starbucks has a great employee training program. Basically, employees are fully trained in each position then they do role playing with their manager for all sorts of different awkward customer situations that can come up and how to deal with each. That way when a problem actually occurs, they are fully prepared. I have been trying to do this with Coalition, but still have a ways to go. We are currently fully revamping our training system.