Sometimes, when I’m in the middle of my second hour with customer support and I’m rattling off my account number for the 40th time, I’ll think about the appropriate penalty for the person who set up the system in the first place.
I’ve often said that the guy who invented speed bumps should be strapped to the bottom of a sports car chassis and driven over a few of those monsters at high speed. For the people who design websites and medical forms, we need to come up with something decidedly more severe.
We’ve all been through the drill. We try to open an account and the system rejects our password because it doesn’t have an ampersand, or because it does, or it has no caps or too many caps or not enough irony. Or we call customer support and we have to enter our account number at least twice before a human being picks up the phone…to ask for our account number.
As the customer service rep reads her required script, I try to shorten the process by answering all the questions I know she’s going to ask, but she still goes through the recitation of data points—or risk being fired. I’ll tell her I know she didn’t make up the rules, or the script, but I really, seriously, desperately want to get my hands on the person who is responsible for the extra 35 minutes I’ll spend on this nonsense.
It’s the same thing when we’re offline in the doctor’s office, where they hand you four pages of questions to answer while waiting for your appointment. Yes...
...all the information you’re about to give them is the same thing they asked when you contacted them the first time and...
...all of it is already in the portal they made you sign up for when made the appointment, and...
...it’s absolutely certain the doctor will not look at the form after you fill it out,...
...but that’s no reason to let it slide.
There’s no way to fix it, as we know, because the nameless and faceless drones who put the hamster wheels in motion left the company a long time ago. Since then, there’s no one on the payroll with a career interest in making their processes more user friendly, or efficient, or sensible.
Strapping them to the bottom of a sports car and driving over a speed bump is too good for them, but they aren’t the only ones who come up with rules that make no sense. For instance, who was it that decided:
The world is filled with arbitrary rules that we follow as if they flowed logically from a font of wisdom, including rules we have to comply with in order to get support from the doctors and businesses we frequent. If you know who came up with any of these gems, let me know how to find them. I know a guy with a sports car.
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Dadwrites oozes from the warped mind of Michael Rosenbaum, an award-winning author who spends most of his time these days as a start-up business mentor, book coach, photographer and, mostly, a grandfather. All views are his alone, largely due to the fact that he can’t find anyone who agrees with him.