The scene opens in Bob Sanderson’s kitchen.

Bob is seated at the table with the telephone to his ear, on

hold again for the third time in the last two weeks. Bob is trying to speak to a representative from a
company with whom he’s had a 3-year relationship. This time, he is trying to straighten out an order he
made recently. A muzak version of “Jumpin’ Jack Flash” is playing on the line as Bob waits. The music is
interrupted by a markedly nasal, unemotional voice: “Thank you for waiting. Your call is very important
to us. Please do not hang up, as all calls are answered in the order they are received. Your estimated
wait time is now three minutes.” Finally, Janet, a company representative, answers.

 Janet: Thank you for holding. My name is Janet. How may I help you today?
 Bob (frustration apparent in his voice): I placed my service order online a few weeks ago, but I just
received an offer in the mail for 50 percent off on the $198 installation fee. You have not installed
the service yet, so I wanted to make sure I could get the discount on the installation.
 Janet: May I have your last name and ZIP code?
 Bob: Sanderson. S-a-n-d-e-r-s-o-n. My ZIP code is 80038.
 Janet (after a five-second pause): OK. I have your order in front of me. I have you signed up for the
high-level service with a 1-year service term, which requires a $198 installation fee for new
customers.
 Bob (more frustrated): I am not a new customer. I currently have your “at home” service and spend
over $1,000 per year with your company.
 Janet: I’ll go ahead and cancel the current order. I can then transfer you to the new service number,
and they can process your request with the installation discount. This will probably take about 5
minutes to process your information.
 Bob (with frustration turning to apathy): I have been a customer for 3 years. I am quite sure you
have my information.
 Janet (somewhat annoyed): I’m sorry, sir. There is nothing that I can do. My system doesn’t have the
ability to access that information.
 Bob (apathetic): Well, why don’t you call me when it does? By the way, you can just go ahead and
cancel my “at home” service while you’re at it.
 Janet (annoyed): I’m sorry, but you’ll have to dial the “at home” customer service line in order to do
that. Their number is 800–555–5555. Bob (offers a sigh, knowing he’s been beaten): Great, I’ll do
that.