We’ve often talked about the importance of reaching a “live person” on the phone. But have you ever been connected with someone who was truly incompetent? Technology has made everyday tasks easier, but it has also enabled unskilled people to handle important jobs. So does this really make life better?

For everyday transactions, this isn’t so bad. But if you have a special request or need a problem resolved then a competent person is what’s needed most.

If you were to buy an item at a store, it doesn’t really matter if you receive service with a smile. What matters most is that you get a smile when you are returning the item and that they know how to do it fast.

It’s important to talk with a “live person,” but it’s even more important that they’re competent.