Spending More Isn’t Always the Right Answer! This quote reminds me of a high-end hotel that faced numerous complaints about elevator wait times. Did they spend millions on installing a new elevator? No, they installed mirrors, and the complaints were cut by 80%! How can your team improve the customer experience? “There was a plan to spend six billion dollars to redo the railway track from London to Paris,” he said.  “Engineers believed this would improve the passenger experience by cutting thirty minutes off a four-hour journey.  Less time on the train is a good thing, right?  But what if instead they spent only six million dollars to add TV sets into every seat and also provided passengers with free movies?  Couldn’t they spend 1/1000th of the original price and make the ride feel even shorter than the thirty minute proposed reduction?” The Rebel Allocator Jacob Taylor