no. b-000119-c melinda matthews, individually ) in the district court ...

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1 And compliance of one person in one
2 location affects what another -- What customers that
3 come here, if this person is not compliant, might decide
4 not to go anywhere else if you have had a bad experience
5 because somebody wasn't in compliance. So, what happens
6 to the one, accrues to the whole - good or bad or
7 indifferent. And without compliance, you actually
8 dilute the investment of everybody else.
9 Q And what do you mean by that?
10 A Well, if the full and complete and consistent
11 implementation of the system is the best way to get the
12 best results, then if people in the system are not in
13 compliance, it means they aren't getting the best
14 results in satisfying the customers; and that means that
15 customers are not going to be as loyal to go there for
16 food, say. And, so, it affects everybody else's
17 investment.
18 Q If I understand you correctly, Mr. Gappa, if a
19 customer is upset with their experience, say, in a
20 Dairy Queen in Houston, Texas, it may affect their
21 purchasing products from a Dairy Queen in Beaumont,
22 Texas?
23 A I think everybody has done that in their
24 life - where they have had a bad experience and they
25 tell everybody about it and they don't go back.