The problem with customer service is not a new one. It’s about balancing between serving a lot of people a little, or dropping everything to serve a few people a lot.
Getting a lot of benefit for a lot of people for not so much money isn’t particularly difficult. In the chart on the right, for example, (a) represents the cost of good signage at the airport, or clearly written directions on the prescription bottle or a bit of training for your staff. It pays off. Pay a little bit and you help a lot of people to avoid hassles. The utility per person isn’t huge, but you can help a lot of people at once. [read]
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