When I set out to document the inner workings of sludge, I had in mind the dull architecture of delays and deferrals. But I had started to notice my own inner workings. The aggravation was adding up, and so was the fatigue. Arguing was exhausting. Being transferred to argue with a different person was exhausting. The illogic was exhausting.

Chris Colin, from That Dropped Call With Customer Service? It Was On Purpose

First I want to just say: You are not alone. That complex thing— that bureaucracy you’re trying to wade through— those phone systems, web site chat bots, email exchanges… we are all facing that. That’s the first piece. Take a breath and realize that the problem is not you. Yes, you may have actually broken whatever it is you’re trying to fix… or, you’re trying to save some moeny… or, countless other things that will lead you into the maze of twisty passages, all alike. But the problem is not you. Exceptional things happen, and—counterintuitively—they happen frequently. It’s not you.

Second I want to say that the best way to move through the sludge of a stupefyingly vast bureaucracy is to take good notes. As soon as you realize you are entering the realm of bureaucracy sludge, start taking notes. Put your notes into something dedicated—a single digital file, a separate notebook, a tablet, or just grab a stack of recycled paper and staple the corner. Start every note with the date. Write as much as you can and CRITICALLY after each interaction—each email or message you read, each phone call you attempt—take the time to READ your notes and THINK about what happened and make MORE NOTES right there.

This second part will NOT, in the least, make you more successful at “winning.” But it will save your sanity. Not having to rely on your memory will go a long way towards preserving your sanity.

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