In the case of the owner of Little Casers, communication is vital to keeping customers happy and keeping employee attitudes in check. Poor communication can impact customers if employees don't present an effective and positive experience. Elements such as a poor attitude and a poorly educated workforce are two of the main obstacles for a pizzeria owner in Torrington. Some of these problems can be attributed to employees failing to communicate their problems effectively or if there is some type of cognitive dissonance affecting them. A couple of techniques the store owner uses to counteract these issues are teaching and using reflective listening with his employees and providing mentorship. By teaching employees reflective listening skills, it allows for better communication between the owner and customers. When reflective listening is used with customers, customers have reported that they believe employees are more engaged in what they ask for and are more responsive to their requests; all good things when it comes to customer satisfaction. Not only is it beneficial for employees to use reflective listening, but it also allows the store owner to better understand the challenges employees face and show empathy when problems arise