I spent almost two hours on the phone today waiting to speak with a customer service representative.
I got passed between three departments, each of which were only capable of solving a pre-defined set of issues. Each time I was transferred, I had to restart the waiting process.
I don’t want to call out the company, or spend too much time complaining about their customer service issues, that’s not the point of this post.
I’d rather highlight that when we design products and experiences we’ll inevitably get to make decisions about someone else’s time; someone that has chosen to trust us with their business.
How we handle that time says a lot about our priorities, how much we care, and how we’ll treat future customers.