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IMO, Google's profit per employee isn't an indicator of Google's obligation to increase its customer service headcount. Taken to it's logical conclusion, we should let poorly-performing companies off the hook for having awful customer service.That’s not the logical conclusion, that’s the inverse.
If P (large profit per employee) then Q (should be able to spend more on customer support)...
- The converse is If Q then P (clearly not applicable in this case)
- The contrapositive is If not Q then not P (in this case, you would hope it’s true but obviously not!)
- The inverse is If not P then Not Q, which would roughly translate into if profit per employee is low then you would not expect a company to pay more for customer support.
Perhaps you could argue that the logical conclusion is that any profit just means they aren’t spending enough on their support. Funny thing is economists would argue profit demonstrates they are spending enough on keeping customers happy.
It certainly appears that they can afford to do better (although arguably they don’t break out financial results just for YouTube do they?) and we certainly want them to better.
I think the fundamental problem is that for every million dollars they pay humans to “do better” it’s like trying to move the beach with a pair of tweezers — you don’t even make a dent. No amount of money will solve the problem by trying to pay humans. They can only succeed by making the algorithm better, and that’s not a problem which scales with headcount (mythical man month)