"Ted Johns" is a Canadian playwright, born in Seaforth, Ontario in 1942. His plays have been primarily produced at the Blyth Festival, but also at Theatre New Brunswick, Theatre Passe Muraille, and the Upper Canada Playhouse.[http://www.canadiantheatre.com/dict.pl?term=Ted%20Johns Canadian Theatre Encyclopedia]

More Ted Johns on Wikipedia.

We could apply this to HR. HR has its processes and the customer has to fit around it.

That made the experience memorable for that customer at minimal cost.