Go to the source for service.

• Author: Godfrey, Scott
• Position: Letter to the editor

I just finished reading Rundles Wrap-Up ("Can I get a hotel with that burrito?") in July's ColoradoBiz. As an owner of a small Colorado hotel-restaurant-event center and a victim of CSA predation, I sympathize with your comments.

However, you seem to be forgetting one basic fact: If a service company has any significant number of customer-service agents, they are riding a razor's edge to make those employees a profitable aspect of their operation.

The way to avoid falling into this problem is to avoid dealing with CSAs. Yes, that sounds too simple, but if you don't want to be stung, don't work with bees. Cultivate...