Started long before 07. Customer Service as a policy disappeared when Smith took over from Schultz in 2000. Under Schultz, baristas had a lot of power and tools

Started long before 07. Customer Service as a policy disappeared when Smith took over from Schultz in 2000. Under Schultz, baristas had a lot of power and tools to solve customer complaints immediately and effectively. As soon as Smith took over (within the week), the barista was officially constrained.