Think of service as a giant TV screen and envision the guest or customer as holding the remote control, choosing which channels to watch or to use.
As that guest clicks on each button, sometimes they find static, sometimes there is the most beautiful picture in the world. Sometimes the sound is off and sometimes what is supposed to be there is not. Sometimes it takes forever to find the preferred channel and sometimes, the controls do not work.
That’s a great service analogy, especially in today...
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