Occasionally, you might discover that your actual work is making a mockery of your mission. To see how that could happen, consider the experience of Ryan Davidsen. On July 15, 2022, Davidsen bought a new pickup truck. A Ram 1500. To celebrate, he planned to take it on a camping trip the next weekend. Then, a few days after he drove it off the lot, the survey shakedown began. The dealership texted him on July 20 asking for a rating from 0-10 on the “overall buying experience.” He texted back a 9. On July 21, Brittany—a customer care assistant—emailed him, asking, “Is there anything that we could have done better?” ….[READ]
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