...Behavior of friends when the behavior is acceptable by other people in the industry? Also, do people that have done something one way for years be required to change practice when the rest of the company decides to standardize? Some a/c dealers seem to have their old practices grandfathered in at the expense of other departments. Some dealers don't even have an internet connection, but rely on calling a sister office to get updated information, thereby using additional human resources. Maybe it's ok and just frustrating for the people that answer the calls who don't see why they have to take their time to look up stuff for people that refuse to look it up themselves within the same company. There has to be a point where supplying and training them on a computer would be more cost effective. However, what if they personally like their job because of the personal touch? If they were
given a computer, they would loose confidence in their perception of the company as a personal experien

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