Nobody Cares Anymore… Or Does It Just Feel That Way?
I was talking with another business professional—and longtime friend—the other day, and the conversation quickly drifted to a topic I hear more and more:
“Customer service just isn’t what it used to be.”
Rudeness. Indifference. Lack of follow-through. A feeling that no one truly cares anymore.
Whether it’s hospitality, healthcare, retail, or professional services, many leaders are seeing the same trend. Guests feel unheard. Patients feel rushed. Customers feel like transactions instead of people.
But here’s the real question leaders need to ask:
Why is this happening—and what can we actually do about it?
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Why Customer Service Feels Broken Right Now
This decline in service excellence isn’t about laziness or bad people. It’s about systems, culture, and leadership gaps that have widened over time.
1. Burnout Is Real
Frontline teams are exhausted. Labor shortages, increased workloads, and emotional fatigue have taken a toll—especially in hospitality and healthcare environments. Burned-out employees don’t stop caring; they stop coping.
2. Standards Have Been Softened
When organizations stop reinforcing service standards, people naturally default to “good enough.” Without clear expectations, consistency disappears.
Luxury brands like The Ritz-Carlton didn’t become iconic by accident. They built discipline around service, language, and behavior—and protected those standards relentlessly.
3. Training Has Become Transactional
Many onboarding programs today focus on tasks instead of purpose. Teams learn what to do but not why it matters. When meaning is missing, care erodes.
4. Leaders Are Stretched Thin
Too many leaders are stuck reacting instead of leading—putting out fires rather than building culture. When leadership becomes distant, service follows.
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What Exceptional Brands Still Do Differently
Organizations recognized by Forbes Travel Guide continue to prove that excellence is still possible—even in challenging environments.
They succeed because they:
• Treat service as a discipline, not a personality trait
• Coach behaviors daily, not annually
• Reinforce values through action, not posters
• Measure consistency, not just outcomes
Most importantly, they connect kindness with accountability.
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What Leaders Can Do Right Now
This isn’t about motivational posters or telling people to “care more.” It’s about creating conditions where caring becomes the standard again.
1. Re-Establish Clear Service Standards
Spell out what excellence looks like—visually, verbally, and operationally. Precision removes ambiguity.
2. Coach in Real Time
Stop saving feedback for performance reviews. Coach in the moment, recognize in the moment, correct in the moment.
3. Teach the Why
People protect what they understand. When teams know how their role impacts guest perception, patient trust, or brand reputation, pride returns.
4. Lead With Kindness and Accountability
Kindness without accountability leads to chaos. Accountability without kindness leads to resentment. High-performing cultures require both.
5. Model the Behavior
Teams mirror leadership. If leaders rush, dismiss, or disengage—service will follow suit.
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The Truth: People Still Care—But They Need Leadership
I don’t believe nobody cares anymore.
I believe many people are under-led, under-coached, and under-recognized.
When leaders slow down, reset expectations, and recommit to service excellence, something powerful happens:
care comes back.
And when care comes back, so does trust, loyalty, performance, and pride.
That’s how world-class organizations are built—and rebuilt.
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David “Stu” Green
Founder & CEO, Rediscover Clean
Luxury Hospitality & Healthcare Housekeeping Consultant