Published In The Great North Arrow, March 1, 2024: Wasted Times

Wasted Times

- jim Young

“Time and Tide wait for no man.” - Geoffrey Chaucer

“Spend your money however you like,” the wise old man told his son “If you run out of money, you can always make more tomorrow. But spend your time wisely. Time may be infinite… but not for you.”

The older I get, the more I value my time. So I don't appreciate it when people waste my time. I find that to be very disrespectful.

I recently made an online purchase that required a verification of my credit card. This required an expenditure of my time in an effort to protect my money. I get that. It’s a good thing.

But I entered my “validation code” incorrectly, not once, not twice… but three times. “Three strikes and you’re out,” they say. That was my stupidity… my bad. So I accept responsibility for some of the wasted time that was to follow.

I had realized my error almost immediately, but seconds too late, and slapped myself on my forehead for it.

But before I could “try again” I was instructed to call the 1-800 number on the back of my credit card. Fair enough.

After supplying the required information, I was put on hold for 10 minutes. I fully accept responsibility for my wasted time so far.

After the hold, I was advised that the situation would be corrected shortly and I was asked to hold again and await instructions that would enable me to proceed with my purchase. Still all on me.

So I waited and I waited while I listened to Muzak on my phone. 

This is where the responsibility for my wasting time begins to shift.

Then I waited some more while the Muzak continued.

I confess that I love music… but I don’t really like Muzak that much.

The web page on my computer screen was still sitting with a prompt that read “try again”.

But I waited and waited for my credit card company to give me permission to “try again”.

After another 20 minutes of listening to Muzak (and a few commercials from my credit card company) I lost patience and decided to try again without their permission.

My online transaction was completed. Apparently I didn’t need to keep waiting after all.

Out of respect to my credit card company I listened to their Muzak for another 10 minutes to see if they would come back to at least acknowledge the situation had been resolved.

They didn’t.

So I hung up, opened a bottle of champagne and shared it with My Shirley in our hot tub. I have plenty of time for that.

But I don’t have time to waste, waiting for people to come back and tell me something I already know. Especially when I should have been told much earlier.

I can’t help but wonder how many other times I’ve been on hold waiting for someone to come back to tell me my problem had already been resolved long after it had actually been resolved. Were they on break? Dealing with another customer? Or just waiting to see how long I would hold?

I hope they took note of it, because it will be less time next time.

- 30 -

Editor's Note: Some studies show, most people spend an average of 43 days on hold in their lifetimes.