Bill’s Waffles spent years building its reputation in a coastal beach town popular with tourists, but Bill knew in an instant it could be destroyed through any number of missteps. Recently, the management team at Bill’s noticed some poor on-line reviews due to slow service and rude wait staff. They did not alert him of the reviews because of their long-term success and popularity with the local residents. The management of Bill’s should realize that all of the following are true, EXCEPT: