That's not the best analogy - it's more like someone has two chairs in their waiting room and they note which chair is more popular among people waiting, so they can replace the worse chair with a copy of the better one.

Except that this business saves money by allowing a representative of a third party to take the notes. The third party then notes down who sits in the chairs, follows them into the appointment and follows their client to the next business and do the same there.