Policy on Entropy
Entropy is really a scientific term, to do with energy. It's a measure of disorder. High entropy means a high degree of disorder. But it's also a useful concept in a wider sense. Businesses have to be very conscious of disorder, because putting and keeping things in order has a cost.
Some businesses have what might be called a "high entropy" policy. If you are prepared to pay a solicitor £300 an hour (plus tax) to deal with a dispute, they will probably be ready to cope, at your expense, with a certain amount of disorder, in the form of muddle and conflict about the facts of the dispute and what you want to achieve, in the course of bringing their professional skills to bear on the problem.
Budget airlines, in contrast, tend to pursue a "low entropy" policy. Their prices are ultra-competitive. They can't afford disorder, and they suppress it by making customers use carefully-designed online systems to book flights, and denying them the opportunity to "talk to someone".
PRS is somewhere between these two extremes, but is certainly closer to the budget airline than the solicitor. We provide specialised services at very modest cost - which is popular. But it follows that we are a relatively low-entropy business. Because of the cost of disorder, we have to limit the amount we deal with in the day-to-day running of our business. This is why, for example, we rely on our members and insurance clients to read our Terms and Conditions and understand the information on this website for themselves, rather than expecting us to explain things to them individually; and also why we can't - regrettably - respond to callers who don't explain why they are trying to get in touch with us.
Thinking about entropy, and the cost of disorder, will help you get the best out of all the businesses you deal with - including this one.