Every so often, I have to drop into the At&t store to make a change to our phone plan.
I dread doing this because I know I have to set aside a minimum of an hour to accomplish anything. The employees are kind and friendly, but the process is painfully slow.
Another similar experience takes place at Harley-Davidson dealerships. I once sat with my brother for over eight hours waiting to close the deal on a new purchase. They actually fed us we were there so long. Harley is equally bad in the parts and service departments. I can order something online and have it in days. Harley takes weeks. I often wonder if it is intentional.
I am puzzled by what these companies are trying to accomplish. You are not earning my loyalty the longer I am in your store. In fact, quite the opposite. I loathe hanging around waiting for your people to do something that could be accomplished in fractions of the time.
Making me feel trapped doesn’t wear me down into surrendering my future business to you. It only makes me want to get away from you that much faster.
Joel Stiff's Adventure 