Believe me. It is precisely part of their business model to shortchange customer service. You can bet that a bean-counter has shown management the numbers with and without good customer service. In consultation, they determined the balance between sales revenue and customer service (which itself produces no revenue). Further, consider that Skylum faces competition and can match or beat it by keeping down its costs. Finally, for most companies, labor presents the highest expense. So, a successful company will closely watch its cost of labor.

On the other hand, good customer service can mean more sales from satisfied customers. A company must balance out this factor, too.