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And I think training is very important. You train people what to do. And so if you have a process or procedure, there’s a pilot; they’ll fly an airplane. Put the person in a simulator and train them so that they know what to do. Right.

But in service, because customers change their mind, situations change, different customers want different things at different times. I don’t think just training is going to do the job. I think we need to educate people about service. Now what’s education? Education is I’m going to teach you how to think so that in a service situation you can do the analysis, you can do the evaluation. You can have the imagination supported by various tools. That’s the training part. Here’s how the principle works. Here’s how the language works. Here’s how the technology works. But ultimately, I want to educate you so that you can look at a situation, think, and you generate what is the next action. So I call that actionable service education rather than customer service training.