simplify the process so you don't have all these special conditions and it isn't that hard to provide service.
Good luck with that. If your business allows for it then great. Too many people get hung on process for process sake. However, those processes might not allow for change. Ever deal with government regulations? You can't just say "well, we'll streamline our processes to simplify IT upgrades by ignoring all those pesky government regulations. HIPAA? More like NoThankYa!"
Pepper spray as your home defense option? *eye roll*
Tell that to this mother: http://www.youtube.com/watch?v=s1-Kz3vU5DY