Ever found yourself shouting “REPRESENTATIVE!” into the void, stuck in an endless loop of customer-service chaos? You’re exactly where they want you to be. There’s an infuriating dance called “sludge.” Companies deliberately frustrate their customers so they’ll give up—saving billions.
In fact, Americans spend an average of 13 hours on hold a year, costing them $38 billion a year. It’s profitable to annoy you, especially for industries like airlines and internet providers, where your options to leave are limited. Next time you’re on hold, remember: it’s just ruthlessly efficient capitalism at its finest (and most frustrating).
