The problem with even the smartest of labour systems is that, often, you ideally need one and a half people on shift to meet demand. If you go with just one person, they will be swamped, and the customer won’t forgive you. The logic follows that by putting three on, you will get a smooth service, a happy team and bumper NPS.

The reality rarely plays out like this. Slack nearly always leads to unmotivated, disengaged teams and a drop in service levels.