Concierge Nation: welcome to white-glove America Recently, a friend told me about a not-uncommon experience she’d had while seeking advice about a medical issue. She had been on hold for an hour, trapped in the digital service hell of a well-known New York hospital, when a receptionist finally came on the line and asked if she would like “concierge service” to speed up the process. “You mean to tell me I have to pay money to get a doctor to call us back?” she asked. “Yes,” answered the receptionist. “Let me know if you’d like to stay on the line and speak to one.” https://archive.ph/gi8SW