I can tell you that windsurfing is very easy – except for the wind. The wind makes it tricky, of course. It’s not particularly difficult to find and rent great equipment, and the techniques are fairly straightforward. What messes the whole plan up is that the wind is unpredictable. It’ll change exactly when you don’t want it to. The same thing is true about customer service (it would be a lot easier if it weren’t for the customers). In fact, every single function of an organization has a wind problem.
– Seth Godin, The Dip