When you read reviews of certain restaurants, sometimes a pattern emerges. Some establishments gain a reputation for their culture or attitude. For example, a restaurant might be described as snooty, or diners might chronically complain that the servers are slack and aloof.
How does this restaurant attitude develop in the first place? Is it a reflection of the owner or the chef? The locale, or just coincidence?
I'm picturing the front house manager or chef gathering servers together before the first seating of the night and rallying them with a pep talk: "OK everyone, let's go out there tonight and show these people that you really don't care. You're doing THEM a favor. Don't make eye contact. Remember to walk really slowly and don't be afraid to chat behind the bar! Everyone on the same page? Go get 'em!"
Do chefs know when a restaurant earns a (negative) reputation for its culture and do they care? Or might the situation be like some CEO's who are too disconnected to know the customer experience of their business?
I know there isn't one set of precise answers to these questions, I just wonder what other people think. Anyone with experience in the business see firsthand how a restaurant's attitude develops?