About 25 years ago, when we had much fewer staff than we do now, I could be more involved in the operation of the business and, consequently, see and experience the behavior of our staff. Everyone knows that when you manage people, there are problems, and it seems inevitable. With this in mind, I decided to measure the number of people causing problems and, at the same time, problematic clients. To do this, I used some tricks with highly trained staff infiltrated into the wor