Right after restaurants starting reopening here in Columbus, OH, we were excited to go to what had been a family favorite pizza place for decades, Tommy’s. When we arrived, we were disappointed to find that the dining room was closed (due to staff shortages). Only takeout was available. Those orders were backed up, and the staff was rude.

We decided to go to a pizza place we’d have never gone to before—Tommy’s competition. It was booming! Full-service, busy as before the pandemic and the staff—energetic and welcoming. So, what made the difference?

Why was one business thriving, while the other ...