Maybe it’s the holiday season, or maybe it’s just the rare sense of appreciation I felt when I noticed the missing number on the monthly invoice. An epiphany even! This company actually wanted, appreciated, and knew how to retain my business.
child
Moments earlier, after wrestling with a 300 pound Sumo telephone menu system, and after too many wasted minutes waiting to speak to a “representative”, my final conclusion was that I really needed to find a more responsive insurance company.
business-meeting-702379
Consumers waste millions of hours annually punching numbers into keypads, just hoping for the opportunity to scream “representative” at the top of their lungs out of terminal frustration. Yes Virginia, the last thing most companies want you to do is actually speak to a person.
Read (more…)