If even a modicum of this attitude can seep down into all of the customer facing departments at PayPal, it'd be an awesome thing. I hope they pull it off.
Actually it would be 'life saving'. One of the reasons the payments space is flourishing is because PayPal has been a poor service provider (creating pain). And it has to come from the top, and you have to look into success metrics carefully to insure the folks in your organization aren't doing more harm than good to get 'good' ones.
Agreed. I hope the policy and attitude can change. I do a lot of business with PayPal because my customers prefer it. Certainly not because they have provided much value other than being the most commonly used service.