On a recent business trip I somehow left my credit card at a restaurant in San Juan. No big deal, I thought: Simply call the bank. When I got home, I eventually found, hidden on a remote corner of the web site, the number to call for lost cards. I was assuming this would be an important call for them, but I was left on hold to think about the power asymmetry between service provider and customer.
We Appreciate Your Business. Please Stay on the Line.
Don’t squander customers by making them feel small.
July 19, 2013