Overview: After receiving numerous bad service reviews and noticing a 30 percent decline in revenue, the owner of Caffe Boa contacts Charles Stiles and the Mystery Diners to help him find the cause of his problem. Mystery Diner Danny goes undercover as a waiter and discovers three problem employees: waiter Brad, waitress Gwen, and waitress-in-training Sophia. Gwen, despite calling owner Jay a douchebag, turned out to be a model employee and gave excellent service. Brad was not necessarily a bad waiter, but he lacked confidence and had a bit of a temper. Sophia turned out to be the biggest problem where she drank on the job, ate food off of customer's plate, and was rude. During the confrontation, Jay praised Gwen, told Brad to be more confident in his abilities, and fired Sophia. The narrator revealed that Sophia has found employment elsewhere. Brad took a wine appreciation course. Gwen was promoted to head waitress. Profits and service are back to normal at Caffe Boa.