I understand this fully, and as i said to someone else earlier on it seemed the attack was on the till staff, and yes some are utter crap at their job, but as you've just mentioned it isn't their fault and is down to poor management who now at the top on the ladder forget about the difficulties...
But people could say I'm the invisible man... I try to be but I'm not always visible as I'm in the cellar changing a barrel or getting chance from the office or stock from the basement... then if there's a problem I'm there ASAP