Why do companies intentionally upset their customers?

Some number showing up as "Verizon Conference" calls every day. My wife answers the phone, and they ask for me. She explains she is my wife and asks if she can help. The person always says no, and hangs up. Every time for the last couple of weeks.

So today, I happen to be home snowed in so I can't get to work, and the same company calls. This time my wife hands the phone to me with a visibly frustrated look on her face. I take the phone, and the person goes into a long-winded explanation that they are from Discover and they are thankful for my business. The person starts to ramble about something, when I finally ask "what is it that you want?" Oh yes, they reply, they ask if I am planning any events in the future, and starts rattling off things like weddings, birthdays, yada, yada, yada. I tried to ask again "what is it that you want?" but I cannot get a word in edgewise. The arrogance that I have time to chit chat to a stranger without getting my permission is incomprehensible to me. I finally had to hang up and get back to that document that I need to send out in the next five minutes.

Capital One (my Visa card) just earned my business by default.

First, I don't like companies that are not respectful of my spouse. You called us, we didn't call you. My wife runs our house, she's smarter than I'll ever be, and has better judgement. Talk to her.

Second, I don't like companies that disrespect my time. I am not sitting idle all day waiting for random marketing people to call me. If you want my business, make yourself available when I look for it and I am ready for it.

Discover pulled a classic example of a violation of my five second rule for prospecting - they didn't give me a reason to keep listening, because they never told me why I should keep listening.

Are you driving your customers away? Do you know why? Do you even understand basic customer behavior?

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