In Episode 163 we explore a question many people feel but rarely say out loud: has customer service completely eroded over the last few decades?

We unpack how everyday interactions—from retail stores to airlines to big corporations—feel less and less like customer service and more like protocol enforcement.

The Rise of the “Triple-M-to-the-P”

We coined the term Mini Megalomaniac Psychopath Micromanagers — people who enforce rules from above with zero discretion, empathy, or independent thought.

Are these individuals simply doing their jobs, or are they becoming the enforcement arm of a larger system of top-down control?

Protocol Culture

From COVID policies to corporate bureaucracy, it increasingly feels like people are rewarded ...