When you walk into a restaurant everything counts. From the front door hostess (usually a female), to the decor, to the ambiance, even down to the bathrooms and cleanliness or not so cleanliness of the chefs. Everything can add or take away from your dining experience. I believe it comes down from the owners, through the management, and all the way down to the person who cleans the toilets.
For example, there is one restaurant close to where I live that does not get it. I won't mention names and I don't care to bash them, I'll just say that when you walk into the place the hostess seems to be way too busy to help you. Isn't her only job to help seat people who walk in?!? So immediately the experience is diminished. Compare that to Shari Sushi Lounge, which is also close to where I live. The hostess is always attentive. There are always a few people ready to take care of you at the hostess stand if she is not around. The staff seems like they all want to be there and that they're having fun. The sushi chefs all seem to be having fun. The manager with the weird shirts could crack an extra smile here and there, but even that guy clearly exceeds and takes pride in his work. The food is excellent, the service is excellent, the decor and ambiance is excellent. No wonder it's packed all the time.
Anyway, I just have never and will never get laziness and stupidity when it can so easily be replaced with energy and pride. Restaurant #1 has the second best location in all of downtown Orlando and they're just plain blowing it. Restaurant #2 has an excellent location and has been killing it for years. Both places have good food, one has good service.