When an organisation insists on directing all customer service calls through an automated telephone system that requires the answer to 9 questions, over four minutes of time invested, and ends with “I am sorry we are experiencing a high volume of calls, please try later”, you are witnessing a management, who don’t see customer service as a priority. They cannot reasonably be shopping their own business.

Don’t believe the adverts and corporate platitudes expressed at the outset of quarterly earnings calls, this is not a “customer first” business.

Some might see it as impolite to bring the deficiency to the managers’ attention but I don’t. Hearing what is not working or could improve from a peer is often more valuable advice than what is working great.