How do you lose a customer before you even have a chance to do business with them? For my brother, it’s putting him on hold three times when he’s trying to book a taxi to the airport for a 7 AM flight. He was considering using a taxi service, the traditional route where he would call ahead and book. But he felt that he would have a better chance of getting an Uber at 5:30 AM in Miami for the short trip and at that time in the morning, he just wasn’t much in the mood for....