The people you encounter as you patronize a business almost completely shape your happiness with the encounter. And I'm of the school that says it starts at the top.
Today I ate breakfast at Giraffe - a restaurant in Terminal 5 of London's Heathrow airport. I liked this place, and will now change my LHR habit to stop here every time.
Why? The people.
The staff immediately put a smile on my face. They all had just the right amount, and kind of energy. Despite the fact that it was 7:30 am, they were all moving quickly, yet without making it feel rushed.