Here you are, Three I agrees from me:
(1) I agree that the falling out must stop. My motto is love thy neighbour (but don't let the wife find out)
(2) I agree that oversized glasses/line glasses are not the answer. The last time I worked with lined glasses was obviously on metered pumps, a flick of the switch and half a pint was dispensed, another flick and presto exactly a pint. However on close inspection of that pint, the fluid was just below the line, and the head was above. Some customers wanted a top up! However once the head had dissipated into liquid, the contents of the pint pot rose to the mark.
(3) I agree that Smith should be taken to task by weights and measures regarding the pressure he is putting on his staff, to insist on 5% is to ask staff to rob the customer.
There are many customers on this site who are happy with a 5% head, I am personally happy as a customer with that, I like a half inch head. There would be no problem for staff if everyone liked 5% less beer in their pot. Unfortunately, there are many people who want topping up to a small head, now there you go, you are now losing your 5%. It doesn't take a mathematician to work out that if 50 people want a 5% head, and 50 people want 2.5% head, then over all you are not going to achieve the surplus required by Von Smith. Here endeth the lessen that managers and staff are trying to explain, and that is that 5% surplus is lawfully unachievable.