It's funny now, but at the time I was in complete shock.  My life is data, sometimes I get to do phone interviews with automotive customers to acquire that data.  Up to this point, all interviews have gone pretty smooth; actually REALLY smooth.  I was definitely excited for this particular call because "John" gave so much valuable data on his survey.  After a customer takes one of our online surveys, they are then asked if they would take part in a phone interview, John said yes.  John was very detailed on the open-ended questions on the survey and maximized all of the questions (the survey wraps around your journey - John had a long customer journey, so the survey expanded due to his answers).  When we get a survey back, the highest level we rate the quality of data is 5 stars - John was a 6.

Here is a brief example of what we're getting from a 5 star survey:

DISCLAIMER:  this is from memory, I have left out the boring parts but the words below are his.  If you are easily offended by language, DON'T READ any further.  I have abbreviated the explicit words.

As soon as I get John on the phone, he interrupts my introduction with "I'm never buying a f'kn car again.  You hear me, never a f'kn again".  I then clarify who I am and what I'm doing, but he starts back in "you guys are so f'kn lazy, why can't you make this sh%$ easy!!!  If I did it tomorrow I could probably do it in an hour, but that's after I ALREADY MADE ALL THE F'KN MISTAKES!!!"

Thought this was a good transition time and I said; "that's exactly why ABC Motors is conducting this study, to find out from you how they can make the process easier".  That only got him more fired up - "BULLSH%$, YOU JUST WANT TO SELL ME THAT F'KN EXTENDED WARRANTY I SAID NO TO 5 MILLION F'KN TIMES ALREADY";  I again clarified who I was and what I do.

He then turns the tables and starts to ask me questions.
John - "You ever bartended before?"
Me - "No"
John - "If I had you bartend at my bar Friday night, could you?"
Me - "Not up to any reasonable standards"
John - "You familiar with bars and what we do?"
Me - "Yes"
John - "Why couldn't you do it?  Everything is right there"
Me - "I don't know where everything is at or how to make most drinks"
John - "We have a book.  You have eyes."
Me - "It would take me forever"
John - "You're a real F'KN Einstein"
John - "Ask your questions"
Me - "Are you happy with your car purchase?"
John - "Yes"
Me - "In your survey, you rated the dealership experience a 9.  What held you back from rating it a 10?"
John - "I had to wait, I had to wait to give them my F'KN money."
Me - "You said earlier that things would be different if you had to shop tomorrow, what was the biggest frustration when you were shopping?"
John - "Not knowing the lay of the F'KN land!"

CLICK

John hung up.  My take away is that "time" leads to frustration with John.  My favorite phone interview to date is John.