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good customer service skills. its kinda like when you go thru the drivethru at a fast food place, and you paid at the first window, and pull up to second window, and no one is there. you sit there for 3 minutes thinkin.. what the crap is going on? well.. in the back, they are working on your food, but you think they forgot about you. so you complain to the manager, then they bring your food out and say sorry about the wait.. we had to wait on chicken fingers....
so basically, its a technique used so they dont get 32075632134 people calling the company saying that the system is down yo!
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