Even an Indy 500 winner understands the significance of a Customer Service Dept.

From the book, Winners are Driven by Bobby Unser.  Excerpt from chapter 6, titled Races Are Won In The Pits:  Unser's race team working with Roger Penske's team holds the Indy 500 track record for a fueling and tire change pit stop of 8 seconds.  To put this in perspective, it takes 10 seconds for a telephone to ring 3 times.  Penske's pit crew provided a car with approximately 35 gallons of fuel and changed all four tires in the same amount of time you would expect a good business to answer its customer service line -- in less than 3 rings.

While your support staff may not directly be revenue generating, avoid the common mistake of viewing them purely as an expense item.  Everybody's a producer on the team.  A properly trained and motivated support staff can gain you a considerable amount of "soft driving time."  (pg. 91)