So many of my friends are actors, and so many of them are great, and they're losing jobs to people who have never been in plays before; I understand that sometimes I'm part of the problem. But I'm trying to figure out how to balance it.
Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD. All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.