If you only pay a bonus based on revenue, then your staff will chase revenue above all.

Even in an economic crisis, when your customer needs a bit of slack, your staff will not accommodate him.

Why? Because his bonus depends on revenue, not the customer.

When the crisis is finished, the customer will remember your lack of empathy and quickly find another service provider.

Your incentives drive your staff’s behaviour.

Make sure they’re incentivised to look after the customer.