You see if you have customer-facing employees who know how things work and are helpful, your customers may develop a personal relationship with them. And that means trouble. Because if that employee leaves you may lose customers. 
But if you can pre-program cheap interchangeable employees, you never have to worry about paying a fair wage, improving benefits or training. And if they leave after 6 months, that's great! Not enough time to develop empathy with your customer. Everything is script driven.
A tale of two Smiths grocery stores. Scott's grocery store firmly believes in this philosophy. I bet you he doesn't even remember anyone's name there. While here we have have 5 grocery stores within a 10 minute radius. We know everyone's name at our Smith's and they will do anything to help us and we do 80% of our shopping there. But what happens if Krogers burns them? The employees will leave and we will too.
So there you are, focus on that bottom line and never mind the fact that you cannot get new customers and have a high customer churn rate. That's not your problem. Is it?
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