Sometime in the late 1990’s, as call centers were outsourced, monopolies grew and customer service became equated with “spend as little as possible”, I began hearing this whenever I called a company for support:
“Due to increased call volumes, hold times may be longer…”
For 30 years, it’s been the standard greeting for every business, government agency and call center.
After 9/11, we’ve added the TSA effect which delays everything from depositing a check to navigating airport security to getting a driver’s license. The TSA effect is kabuki theater that provide negligible security improvements while adding an inordinate amount of inconvenience, time and costs.
We are still plagued by the TSA effect (and the more heinous Patriot Act) for 19 years.
After the economic meltdown of 2009 (and subsequent shutdowns due to Congress not passing budgets), typed signs were hung in government agencies like the DMV, the appraiser’s office and federal buildings.
These signs state, “Due to economic conditions and budget shortfalls, we are running with reduced staff. Wait times will be longer.”
These signs are still in place 11 years later.
Now we have the Covid-19 pandemic.
It’s completely understandable during lockdown that many businesses are operating at half capacity or less. Delays, inconveniences and slow responses are understandable.
Long after the lockdowns have ended and the pandemic is over, it will be used as an excuse for ever declining customer service and slower response times.
Good luck getting a passport, a driver’s license or a doctor’s appointment.
From a business standpoint, this excuse will be used to limit liability from lawsuits and to save money by not hiring a full staff.
From a government standpoint, this excuses will be used to cover poor planning, budget shortfalls and typical bureacratic delays.
From a social perspective, we’ll continue to randomly enforce pointless cloth face mask, 6 foot distancing outside, one-way grocery store aisles and wearing gloves, long after we all realize they are ineffective. This provides people the opportunity to scold others and to feel superior, even if the scientific data doesn’t’t support the behavior.
I’m usually not good at predicting the future. But I am certain this pandemic will be milked as an excuse for years to come.
In fact, I guarantee it.