How do we fix customer service? And why do we make up work? [18:04]

This week, Aaron and Jess talk about Jess's new friend, Jonah, their worst flight ticketing blunders, Amazon's silver lining, fabric swatches, entry level usefulness, and allowing for agency. They don't talk about what a snerfherder (sp?) is.

references

• 
  
• "Poison Control": the Radiolab episode Jess was talking about
  
• "BS Jobs: How Meaningless Work Wears Us Down" NPR's Hidden Brain episode
  
• Blanchard and Johnson's "One Minute Manager" (thanks, Patrick)