So many retail businesses nowadays are now trying to sell emotional connections.
When I stay in a hotel, the desk clerk is not my family. When I phone the bank, I don’t care how friendly and chipper the customer service rep is.
I just want to do my business in minimal time for minimal hassle and then move on.
This is why customer satisfaction surveys make me nuts.
I have had the pleasure of having dinner at the homes of Italian-American families; it is nothing like eating at Olive Garden.