Thanks for this example, Simon. The tagline is, however, not simply about responsibility. The waitress acted out of fear. She wouldn't care about her customer, neither before nor after your friend's little lie. Her motivation wasn't anything like "hey, I can help this guy and that feels great". It was much more something like "OMG there's trouble coming up, how can I possibly avoid that?" She didn't even mind losing her face by admitting her carelessness. She simply is the wrong person in the wrong place, she needs training rather than lies. Ekke (http://b2b-brand.me/who-we-are)