The old west movies always seem to have someone sitting in what seems a randomly placed wooden chair, right in front of the general store.  Rocking back and forth, and watching people as they go by and also talking to them as they enter the store.

It's actually a smart move. By sitting in front of 'your store' today, you (as a manager), can glean lot's of information about your service levels.

Most customers will feel more free to talk about their recent experience with your company, just outside of the 'transaction', or 'earshot' of employees.

Today, you also have a 'back porch' view to see why customers aren't coming (or returning) to your store (either online or brick-and-mortar) by listening to what they are saying in the virtual world (i.e., Facebook, Twitter, Yelp, BBB, forums, blogs, focus groups, competitors business levels, etc.).