Many moons ago, in the 70’s, the brilliant Lily Tomlin created one of the most memorable characters in comic history. Ernestine was an operator (remember them?) working for the long-lost but never lamented AT&T (remember them?) back when they held a monopoly on electronic communications in this country. Back in the day, they were known simply and unaffectionately as “the phone company”.
Ernestine had an annoying (but very funny) habit of telling her customers, “We’re AT&T. We don’t care. We don’t have to.” Indeed that was the case until the monolith was broken up into little “baby Bells” by a decree made on Jan 8, 1982. Yes, that was 36 years ago. Since then, they’ve shriveled into less than a shadow of their former selves, as an also-ran cell service.
But in their heyday, they held all the marbles while we, the phone using public, lost ours. Things have certainly changed…
Or have they?
The good news is that Ernestine is still at work. Having been laid off by the phone company, she now works for a new firm whose power and grip on our society makes it a perfect fit for her particular brand of customer service. If you had a chance to eavesdrop on her workday, you’d likely hear something like this:
One ringy-dingy, two ringy-dingies. Gracious me, hello. Have I reached the party to whom I am speaking? This is Ernestine at Google. Are you the one with a problem with Gmail? Gmail is so much trouble, isn’t it? That’s why I always use the phone. <<snort, snort>> Goodness me, no, not an Android. They’re worse than email. <<snort, snort>> You want to know what’s wrong with Gmail? If you figure it out, let us know. <<snort, snort>> That’s what we call customer service. We let our customers do all the research and fix each others’ problems. <<snort, snort>> Better yet, once it’s working again, send the solution to a friend in an email. We’ll get it because we’re always monitoring your messages anyway. <<snort, snort>> What? Privacy? What’s that? <<snort, snort>> Oh, you’re a hoot, sir. In fact, we here at the office want to thank you. We all got such a charge out of the very colorful language you were using while you tried to get used to the buggy new calendar app we forced on you without your permission. What’s that? QA? Gracious me, who needs QA? What do you think we have customers for? <<snort, snort>> Oh, and we hope your UTI has cleared up. Don’t you hate it when streaming doesn’t work? <<snort, snort>> How did we know about that? What do you think that Google Home device you have on your counter is doing all day, meditating? <<snort, snort>> You don’t want us listening in to your personal conversations? We don’t care. We don’t have to. We’re Google. Or Alphabet. Or whatever we want to call ourselves today. The stock will go up anyway. <<snort, snort>> What? You want to know how you can talk to my manager? Search me! <<snort, snort>> Get it? Search… Hello? Hello? Oh, my. Another satisfied customer.
Nice to know Ernestine’s core competency is still being effectively leveraged.