How to Get Out of “Customer Service Purgatory”

Want less of something bad?

Tax it. Or fine it.

long-waitSo, aggressive phone solicitations have been dramatically slashed by federal legislation establishing “Do Not Call Lists,” and fining transgressions.

Of course, if you truly want zero of something . . . make it illegal (prostitution, meth, etc.).

New Disclosure:  “Average Waiting Time”

Making customers wait endless hours on hold may not be something that should be illegal per se, but I’m sure most consumers agree it should be discouraged.


By mandating a sliding scale of fines that mount as the average wait time climbs.

So, after 5 minutes, the fine would be $10; after 10 minutes, $25, and so on.

Disincentives  . . . or Disclosure?

Assuming companies aren’t going to be crazy about that, here’s Plan B:  authorize state Consumer Affairs departments to track such waiting times — and require companies to disclose them.

If you knew customer service at Cable Company A had an average wait time of 22 minutes, and Company B’s average wait time was 3 minutes, you might choose “B” over “A,” or switch to “B.”

Oh, wait a second . . . there isn’t “Cable Company B.”

P.S.:  Want a zero savings rate?

Pay zero interest on said savings.

Just sayin’ . . . 

About the author

Ross Kaplan has 19+ years experience selling real estate all over the Twin Cities. He is also a 12-time consecutive "Super Real Estate Agent," as determined by Mpls. - St. Paul Magazine and Twin Cities Business Magazine. Prior to becoming a Realtor, Ross was an attorney (corporate law), CPA, and entrepreneur. He holds an economics degree from Stanford.

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