"You can't focus exclusively on security; you've got to be mindful of customer service."
If you've done much air travel since 9/11, you've experienced the "all business" approach of those TSA agents in the airports, and their annoying tactics, from the shoe and belt removal, to the random bag checks, to the ever-popular pat-down.
At times, it seemed the TSA agents would do everything they could to make our lives as passengers in a hurry, more difficult.
But time are changing, and so is the TSA. A recent New York Times article describes how the TSA has begun a number of intiatives to improve the experience of airport passengers.
What's in it for the TSA?
Greater customer loyalty?
Better Customer Service for the sake of Better Customer Service?
Customer Service doesn't always require a profit motive. Sometimes it can be simply for the customers' sake.