Jet Blue had a great customer service start. The company stumbled last winter when it stranded customers on planes on runways in several cities for up to 10 hours. According to its CEO, these errors cost Jet Blue $30 million. The company pledged it would learn from its mistakes; and hopefully it has. Anthony's example shows how just one -- or in his case two -- employees can hurt a company's reputation. Every, single person who works for you is a living, breathing billboard representing your store. How are they doing?