Thursday, February 11, 2021

One more Murphy's Law


I suppose if this were a less sunshiney, stop-and-smell-the-roses kind of a blog, I could have devoted myself here to all Murphy's Laws all the time. The library I work at is the perfect breeding ground for the development of Murphy's Laws. So is the county my library belongs to. So it the country my county belongs to. So is the world my country- well, you get the picture.

So I try to ration my disillusionment. I employ new Murphy's Laws stintingly.

But the good news is that I have saved up enough of my precious disillusionment points for one new Murphy's Law. So today we rejoice in the presentation of this small bit of rueful despair.

This Murphy's Law was illuminated by a busy session on my library's phones, but it is not merely the result of a few brief, anecdotal examples. It checks out in the analysis of decades of customer service.

 Here it is:

The complexity of a customer's problem on the phone is in direct proportion to how bad the connection is.

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