Customer Service: A Distant Memory?
Every time “customer service” comes up, I can’t help but roll my eyes. Customer service in the US? Seriously, it seems almost non-existent now.
There was a time, though. I remember it well, having both experienced it as a customer and having practiced it myself while working in retail.
The underlying belief nowadays seems to be that “the customer is always wrong, and, in fact, they’re a burden to me, the beleaguered worker.”
Yes, we can reclaim good customer service, but first, we need to recognize how it slipped away. It’s crucial to explore the hidden assumptions fueling the current “customer is always wrong” mentality.
Popular stores, from McDonald’s to Best Buy to Home Depot, thrive on these very assumptions, which is why customer service in these places often feels lacking or even combative.
Service with a Side of Apathy
Let me share a couple of brief stories to illustrate the point.
First, I walked into Tractor Supply and asked a young employee where the kerosene was located. Her response? “If there is one… I think it’s in one of those aisles,” while casually waving her hand. When I suggested checking the inventory, she said, “I can’t leave the register.” This wasn’t even close to what I asked.
After logging into the register to check stock, another employee finally showed me to the aisle. When I pointed out the first employee’s casual attitude, he immediately defended her, saying, “Yeah, but she’s new”—no apology offered.
Second story: at a local burger and beer place, the waitress took our order and simply left our food on the table. No silverware, no napkins, not even salt or pepper. It didn’t seem to cross her mind.
When I asked for silverware, she looked at me blankly, turned around, grabbed the silverware, and plopped it down. It was as if I was being given the silent treatment—something that’s unfortunately common today.
Conveying Contempt
These two episodes represent countless similar interactions over the past decade. Whether it’s a chain restaurant or a corporate store, this trend seems prevalent, especially among younger staff.
Years ago, when I was a teen and in my twenties, working in retail and food service, I knew that if I had acted the way these employees do, I would have been out of a job immediately.
Why? Because it’s an issue of competence and effort. When employees don’t fulfill basic duties, it not only reflects laziness but also shows an outright disdain for customers.
How did we end up here?
Perhaps it’s a result of a lack of proper upbringing or inadequate education. It might warrant further exploration.
Regardless, this is our current reality—and it’s fixable if we choose to address it.
Workers of the World… Be Respectful!
During my time in retail, there was a noticeable bias against the notion that “the customer is always right.” Staff had to tolerate abusive customers, often while managers facilitated their entitlement. Over the last decade, the pendulum has swung back, but now it leans heavily towards believing that customers themselves are the real problem.
We’ve now flipped the narrative again. The idea has morphed into: “The customer is wrong and is a hindrance to me, the overworked employee.” This way of thinking is ingrained in our culture; some restaurants openly acknowledge paying waitstaff low wages and then guilt-trip patrons into tipping more.
If I had suggested something similar during my days as a waiter, I would have been shown the door without hesitation.
Breaking Out of the Script
In addition to the negative attitudes toward customers, many modern retailers impose strict guidelines to govern employee behavior. This might stem from fear of liability, a reluctance to invest in capable management, or possibly something else. Yet, every interaction now feels robotic because employees are often constrained from making decisions. When customers diverge from the script, it’s evident that staff aren’t trained to improvise. This aspect isn’t necessarily their fault.
It contrasts sharply with a 1992 McDonald’s training video where staff were encouraged to interact comfortably and adapt their language based on the situation.
Customer Interactions: Simplifying Expectations
Sound outrageous? It used to be standard. Engaging with customers doesn’t have to be complicated or mechanized. The business world has opted for this current state.
Here are some simple guidelines that retailers should embrace, all of which cost mere pennies:
- Make eye contact with every customer who approaches.
- Greet customers warmly and treat them kindly.
- Have workstations prepared before customers arrive; set aside your phone—focus on the tasks at hand.
- Rather than solely relying on scripts, provide essential training in customer service principles, including role-playing exercises.
- Encourage employees to use their judgment and adapt their tone based on each customer’s demeanor.
- If you can’t trust your staff to tailor their responses to customers, you’re either hiring the wrong people or mismanaging your business. In that case, consider seeking new partners.
For employers in 2026, this will be even more challenging, unfortunately. Many younger staff today lack basic social skills. Employers may not be responsible for what past generations failed to teach, but they will need to step up if they care about the quality of service. Best of luck with that.
