I don't think giving into customer demands is necessarily a a process failing. I believe he puts people in place that should know how to run each store. And then each person running each store has many people below them. People screw up and people make mistakes. It's gonna happen no matter what name that's on the front of the building. This forum just highlights some issues that happen. It's a tool Marcus uses to first of all, know what is going on within his business as he can not be at every single store every day. Two he uses it fix things that happen and I imagine is a great tool for him to keep some places in line and remain accountable for their actions.
