Sobretudo esta parte:
"When you walk into a fast food restaurant, the stated, measured, delivered-on goals are to get the transaction over with as cheaply and quickly as possible. The cashier, the fry cook, everyone is rewarded on running the line just a little faster and just a little more efficiently.Agora, leiam isto "Banca modernizou-se. Espalhou balcões, com menos funcionários e mais tecnologia"
On the other hand, when you are the first time client at a contractor, a bank or even a resort, everyone on the staff ought to be focused on getting something started, not over with."