Some years ago, executives at a Houston airport faced a troubling customer-relations issue. Passengers were lodging an inordinate number of complaints about the long waits at baggage claim. In response, the executives increased the number of baggage handlers working that shift. The plan worked: the average wait fell to eight minutes, well within industry benchmarks. But the complaints persisted.
Hi, I'm Weiran Zhang. I work as a Senior Engineering Manager at Capital One. I have a passion for technology and building thriving software teams. This blog is where I write about things I find interesting. You can follow me on Mastodon.