A man booked three flights online at a budget airline's website.
He received two email reminders to make payment within 48 hours from time of bookings.
For the last booking, he did not receive it. He tried to resend the itinerary at the airline's website and still did not receive it.
He got on the live chat service and spoke to an agent about his issue, detailing every piece of information that he felt would be useful.
The agent replied, "You will only receive email confirmation after you've made payment."
The man said, "I am referring to the email reminder asking me to make my payment. I received it for my first two bookings, but not the third one. The email has the subject heading "Pay now to complete your booking.""
The agent asked, "When did you book your flight?"
The man replied, "Just now before I chat with you."
The agent typed, "Just? And you expect to receive an email confirmation?"
The man questioned him, "Do you understand how your booking system works? What do you mean by "And you expect..." Didn't I make myself clear? You are very rude."
The agent got defensive, "I am not being rude. There is no tone of voice."
The one with the question or the one with the answer?
No company can grow revenues consistently faster than its ability to get enough of the right people to implement that growth and still become a great company. If your growth rate in revenues consistently outpaces your growth rate in people, you simply will not - indeed cannot - build a great company.