The Expert Podcast

• The tight labor market is affecting more than product availability and pricing—it's impacting customer service.
• Many companies are now turning to automation—robots, voice bots, and chat bots—to handle customer inquiries.
• This shift is happening in both private and public sectors, from pizza chains to government agencies.
• Consumers often find themselves talking to low-level staff or being redirected to websites instead of getting real help.
• For new customers, getting direct information is harder than ever—many are just sent to a website or receive generic emails.
• Some people just want to speak to a real human, one-on-one, without sales pressure—but that’s now rare.
• Businesses have to focus staff on activities with clear ROI, so live phone support is often reduced or eliminated.
• In the past, companies had staff ready to answer questions and offer free advice. Today, those days are mostly gone.
• Even if you do get someone on the line, they might be a salesperson—not an unbiased expert.
• A new trend is rising: paid consultation platforms like JustAnswer, TelAdvice, and BetterHelp, offering access to real professionals for a fee.
• While some consumers are frustrated about paying just to talk to someone, others see it as a fair trade-off for quality one-on-one help.
• Businesses face a tough choice: use skilled staff for consultations or reserve them for paying customers’ actual work.
• Consumers now must choose: pay for expert advice or do their own research using YouTube or other online tools.
• The internet offers endless resources, but it takes time and effort to sift through the information and find credible answers.
• Free consultations from lawyers and other professionals are becoming rare—most are too busy to offer time without compensation.
• Getting callbacks from law firms, contractors, or agencies has become a challenge across many industries.
• The episode explores whether paying for expert advice is a reasonable solution or a sign of declining service.
• Listeners are encouraged to reflect and comment: Is this the future of customer service? Is it fair—or frustrating?