Every Industry Is an Airport Lounge Now
31st August 2025
I’m not being hyperbolic. Everywhere you go, everything you do, every service you pay for—it feels like customer service simply no longer exists. And even worse, most places you go actually make you feel like an asshole for daring to be a customer in the first place. I catch myself constantly asking, “Why am I putting up with this shit?” right before looking down at the Cheez-Doodles or baseball cap I’ve somehow convinced myself I can’t live without.
Because here’s the ugly truth: service is dead. The only thing still alive is the endless, humiliating upsell and self-service. The drugstore, the bank, the dentist—it doesn’t matter. On a given day I interact with supposedly “best-in-class” businesses, and nearly every time I walk away feeling bent over a barrel. And this is when I’m choosing the premium option. The premium experience is still garbage.
Which is why, when I think about the future, I don’t see the next big opportunity as another buzzy app or sleek new product. It’s customer service. Full stop. Any company, in any industry, that actually treats its customers like human beings will have me throwing money at their doorstep. Charge me a premium, I don’t care. Just don’t interrogate me for my phone number every time I buy a bar of soap. Don’t act like handing you a credit card is some bizarre ritual you’ve never seen before. Pretend, at the very least, that you want my business.