scaling customer service is hard; customer service is a cost center at scale; leadership wants to reduce costs. DHH cites telecoms and airlines as examples; Tel

scaling customer service is hard; customer service is a cost center at scale; leadership wants to reduce costs. DHH cites telecoms and airlines as examples; Telecoms enjoy natural monopolies, so competition and the free market can't fix it; airlines compete solely on price, so it would be silly to invest in good customer service.