Service

Depending on what culture you are from you may have experienced what I am about to describe. In my country it is very much the case in the service sector of the market that younger and younger people are employed as front line personel. In short, people of the new school.

Aside from the obvious financial benefit this has brought to the employers, since younger, inexperienced people are cheaper, it may be worth pointing out another very important point about this situation.

In the past when the service sector was a relatively fresh industry, following the downsizing of the work force in aggriculture caused by the technology available around the start of the 20^th century, there was a period where it had include a certain flexibility to market itself. The kind of flexibility you would probably only experience presently if you get in contact with someone with a higher grade of responsibility than the service level. The shop keeper or to a lesser extent the manager. Most managers would not apply though. They are put in place to uphold the rules put down by their own employer and their job is based mostly on making sure the staff beneath them bends no rules and applies no flexibility.

Not because the industry tries to work against flexibility, but because the total stream lining of the service sector has allowed for a much more rigid rule set. If you do not like the rules in place at a restaurant or a store, you are pretty much out of luck. Because you can be certain that a quite similar set of rules are in place in whatever other place you may visit.

This may or may not bother you. If it does not I would venture the guess that it is because you have not thought it through. Surely you would rise to some level of discontent if you realised that you had been manipulated into the acceptance of this.

The most modern and ”hip” places introduced this concept into our culture and since then we have come to accept it on a daily basis. We are now at the point where we consider good service the abnormal and remember it for days when some employee somewhere gave us a personal experience. But why is this? Should it not be preferable for society to accept only bad service as the abnormal?

The reason for this rigid business model that we are all supporting with our purchases out of the lack of proper alternatives, is of course that it works. It works to cut back on the extent of service, because the extent of service mostly implies the extent of lowering expected pay for whatever service was given. Deductions and good will are concepts swept under the carpet and the consumer remains ever oblivious.

And this is just the beginning. Now that the industry has us accepting a very poor standard of service, they can easily make the transfer to automated kiosks everywhere. In the grocery store, in the café, in the restaurants and in the malls. For what is more rigid than a machine? And companies know this. They exploit it. They are very much interested in automating the process of purchasing everywhere.