Jack Nicholson

I once heard the late, great Fred Newell use this diner scene from the Jack Nicholson movie Five Easy Pieces to illustrate how customers want 'it' (whatever your 'it' is) their way, and that you have to lead a customer-focussed organization completely differently from traditional leadership, to prevent this sort of encounter between service givers and customers. Basically, command and control leadership from on high produces this kind of service, and is based on the assumpton of 'supplier push' (suppliers tell customers what they can have).