So, there’s a solution to this problem, which is to create operational transparency, or windows into and out of the process that allow customers to see and appreciate the hidden work that’s going on behind the scenes to serve them and that allows employees to see the people that their efforts are helping, which makes the work that they’re doing feel more appreciated and meaningful. If operationally transparency means that you’re revealing employees that are incapable of doing the work, that are indifferent about doing the work, that are powerless to get the work done, then it’s going to lead to customer mistrust and frustration.