Musings from the CU Suite

May 31, 2018

Friction is the enemy

Written by Anthony Demangone, Powered by NAFCU

The Game of Thrones.

I had heard countless friends and colleagues talk about the television series. But I didn't have HBO. 

Then my cable company told me that I had a 90-day free subscription to HBO. I jumped on the offer.

It was a clever promotion because the trial subscription ran out before I completed watching the series. They hooked me, so I decided to subscribe to HBO.

I went online. The interface was a bit confusing. And before I knew it, I received an email saying that I was receiving a new router. 


I called customer service and told them the problem. All I wanted was HBO. That's it. They said no problem.

One week later? No HBO.

I called again. I explained my situation. They said no problem. Just give it a few days. 

Two days later? No HBO. 

I had been going back and forth with my cable company for six weeks on this. Each problem. And no HBO.

Luckily, I happened to look at my Amazon Prime account. They had a 2-week free trial for HBO. After that, a monthly subscription would kick in that I could cancel at any time. 

I clicked a button. No problem.

One second later? I had HBO.

Friction is our mortal enemy. The companies that remove friction - that make it easy? 

They win.