From Derek Sivers:
Trying to minimize costs, instead of maximize income, quality, loyalty, happiness, connection, and all those other wonderful things that come from real human attention.
You can buy a fancy phone routing system, so people have to listen to 9 options, choose option 5, then listen to 6 more options…
… or …
… you can hire a charming person to pick up the phone on the first ring, and make a great impression.
Which one do you think will win you new fans?
Yes, yes, and more yes.