”When I showed up to check in, there were a few people in line inside the tiny office. Instead of efficiently moving through the customers and having them read their terms of service and sign a handwritten copy because they were out of ink, the clerk decided to have a 13 minute conversation with one customer about how she had hurt her foot in the parking lot, and a 14 minute conversation with the next about her journey quitting smoking. This was all after they had completed their transactions and...