To be heard | Seth’s Weblog

Massive firm customer support has developed to be pointless, a ineffective shadow of its former self.

Massive firms can’t take accountability, solely people can. And once we depersonalize our interactions and work to reduce the time spent and use a refund or coverage to ‘make it proper’, we overlook what service is normally for. It’s merely cheaper to supply a refund and transfer on (or to fill out a kind and ignore the criticism altogether).

The client who cares sufficient to complain (about a physician, a product, a service and even an expectation) isn’t searching for a refund. A refund doesn’t make issues proper.

We wish to be heard, understood and responded to. And we’d just like the group to study one thing in trade.

Not solely is that this cheaper than a refund, it makes you higher.

September 23, 2025