Have you ever been in a company, institution or building and you hear a phone just ringing out? No answer machine, no voicemail system to let them know you called and to ask them to call you back?

That’s because they don’t want you to be able to put the ball back in their court. You’re the customer but they don’t care about you.

My favourite places for this to happen are public sector organisations, local government offices, state and semi-state institutions. They don’t understand customers, they don’t acknowledge you as a customer. You’re not a priority to them; they are a priority to them. They are part of the bloated state administration system and they wouldn’t last five minutes in the private sector.

This is the equation: Your call is not important to us + we don’t care about you = your call rings out.

Your solution: bypass them. Find another way to get what you need to get done.

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