Great service often depends on warm bodies. The more customer service reps, the faster your call gets answered, and the more likely your concern will be investigated, not dismissed with a form letter. The more baggage handlers, the more likely your suitcase gets on the plane in a timely manner during your connection. The more front desk staff at a hotel, the more likely your request for a USA Today will be accommodated in the next ten minutes, not the next thirty.

Cutting costs means cutting warm bodies. In a perfect world, it would mean cutting exec pay and perks and keeping front line staff — the key to good customer service — in place and well-trained. But we don’t live in la-la land.

Lowered prices have already led to a decline in customer service. I see it every day at numerous businesses, not just in the hospitality industry. But when those who are supposed to be hospitable aren’t, it’s a more glaring absence.