Sorry for any confusion, sometimes I don't explain my ideas well.
I wasn't referring to Matts situation. Expressing "It's just cards" to a customer whose card you've damaged IS wrong, AND lousy PR and customer service.
My point is that for objectivity someone who doesn't know a lot about cards will usually be a more accurate grader overall. I've tried it with friends and it works. I give them the standards and a handful of cards - a few commons and a star rookie that's a bit worn. Not looking for a precise technical grade, just G,VG,EX, NM, they're nearly 100% accurate.
People who are baseball fans or know a little about cards are typically less accurate, giving the star a better grade than it deserves.
More experienced collectors are better at it- maybe being a bit jaded. But that breaks down at some point for most of us. (and those that are beyond that have a bit of admiration from me. )
The point about a need to take more time on more expensive items rather than less isn't an opinion I'll change easily.
Steve B
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