Author: seanmaroni

As you bring new products to market you’ll add new customers. Products require service, both to distribute and maintain.

Over time, increased customer count will naturally reduce service quality due to P=F/A.

To mitigate, investments must be made in improving an organization’s capacity to provide great service. This should be done proactively because the time between customer loss and service quality reduction can be laggy.

Due to P=F/A you can only invest time in a given number of friendships. Friendship volume and quality are inversely correlated.

Assuming you develop great friendships, friends will share the high-quality nature of those friendships with others. New people will come into your life seeking similarly high quality interactions. As more time is made to accommodate these interactions, overall average quality will reduce.