00:00Hey, I tried booking with you yesterday, but I gave up at step 3.
00:04Your page loaded slow, your calendar glitched, I had to enter my name twice and it wasn't
00:09even clear what would happen next.
00:11I didn't get mad, I just left.
00:13And that's worse, isn't it?
00:14Because you didn't even know I was there.
00:16Sometimes it's not the product or the service, it's the experience that decides if I come
00:20back or disappear.
