Ryan Petersen

Okay, pick up the phone, you know, go there.

Lost the cargo.

All right, drive to the airport.

Like, you know, I mean, it's a service business for, and it's B2B.

You spend a lot of time with the customer.

So, but especially that piece, the quality really started to suffer.

And it's a really good lesson in business.

And I think most businesses, like, actually, quality costs less.

It's very counterintuitive.

Go deeper on that.

Well, in logistics, like, all the costs come from you make a mistake.

Like, if you file a customs entry and you get the wrong classification code, you're going to spend weeks on doing that with the customs agencies.

And, like, you might have license issues or regulatory problems, like...

Getting it right that first time costs way less than one mistake will undo all your efficiency gains for the month, you know, in logistics.

So I had to learn that the hard way.

Our customer NPS really started to suffer.

So the board was looking at it and going like, okay, you're burning too much money.

You're going to have to cut costs.

And that means cutting headcount.

Like that's where most of the costs at.