Technology and customer service

Don't worry I am not gonna bore you with any management theories. Just 2 incidents that happened with me yesterday.

Incident 1: 2 weeks back I had lost my cellphone. I bought a new one 2 days back. I went to The Hutch Shop yesterday to get a new SIM card as I needed my old number back. I was greeted by a friendly customer service representative as soon as I entered the shop. I thought

Wow, things have improved here. I will get my work done fast and have my phone working within a day hopefully.

He told me it would cost me Rs. 99, I knew about it and went ahead. Then he asked for some photo identification. I checked and I had none then