If there's a reasonable predictability, we should have the resources in place, knowing that these numbers are going to be coming out.
On the backlog, is there a variety of cases—and I'm thinking on the notion of a concierge. For instance, if you're in the lineup for security at the airport and you're not getting through in time for your flight, somebody asks, “Is anybody on the six o'clock flight?” Would there be a way of eliciting simpler problems that may not require all of the assistance? In a “take a number” situation, you just have to wait your turn. I'm not suggesting that others with more complicated issues would have to wait longer, but perhaps another scenario could be created along the concierge line that could expedite simpler cases versus obviously more complicated ones.
Does that resonate at all?