To be heard | Seth’s Weblog

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

Large 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 often for. It’s merely cheaper to supply a refund and transfer on (or to fill out a kind and ignore the grievance altogether).

The client who cares sufficient to complain (about a health care provider, a product, a service and even an expectation) is never in search of a refund. A refund doesn’t make issues proper.

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

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

September 23, 2025