Occasionally, you might discover that your actual work is making a mockery of your mission. To see how that could happen, consider the experience of Ryan Davidsen.
On July 15, 2022, Davidsen bought a new pickup truck. A Ram 1500. To celebrate, he planned to take it on a camping trip the next weekend.
Then, a few days after he drove it off the lot, the survey shakedown began.
The dealership texted him on July 20 asking for a rating from 0-10 on the “overall buying experience.” He texted back a 9.
On July 21, Brittany—a customer care assistant—emailed him, asking, “Is there anything that we could have done better?” The next day, a Friday, she sent another email, wondering, “How could we have made your experience more pleasant?” The next Monday, undeterred by his nonresponse, she sent a third email: “There is just one thing that we would like to know. How could your purchasing experience have been better?”
That same Monday, another person from…
