Forget service with a smile — these days I'd settle for service from a human



After a week of dealing with service calls to my internet company and having to go to many more stores than usual, I suspect there’s a coordinated campaign to prevent humans from talking to each other.

I’m not entirely kidding. Have you noticed, especially since the “pandemic,” that it’s becoming the new-normal to be stopped from speaking to other people? We’re now directed to “interface” with machines. It happens on the phone, at gas stations, at grocery stores, at restaurants.

There’s something so off about walking up to the register while one lone employee stands in front of the cigarette case and monitors you while you do his job.

Have you been handed a piece of paper with a QR code on it when you’re seated at a restaurant and told to “scan this for the menu”? Have you been told (not “asked”) to scan your own groceries, bag them, and punch your payment into the register?

How about the robotic phone tree lady that prevents you from speaking to a person at the gas company, the bank, or any other business you call?

Phoning it in

People have been complaining about the decline in customer service since at least as far back as the 1980s. The worst of it was the then-recently invented phone tree.

Phone trees have always been irritating, but they’re out of control now: There is no human staffed department to which you can be directed. Worse, companies deliberately restrict the subjects you can “ask” about by leaving them off the menu options, and the systems hang up on you if you try to get a human agent.

It’s getting infinitely worse with the overnight adoption of shiny, glittery-new AI technology. In the past month, I finally stopped doing business with my old internet company — a huge multinational company that you have heard of and not in fond terms — because it has programmed its AI “customer service rep” to blatantly refuse to connect customers with a human.

Call waiting (and waiting)

Here’s how these online chats go:

AI agent: Please choose from billing, technical support, or new sales.

Me: Need more options. Need agent.

AI: Please choose from billing, technical support, or new sales.

Me: Agent.

AI: I’m sorry, please choose from ...

Me: Agent! I need an agent! My question is not listed!

AI: I’m sorry, but I cannot connect you to an agent until you follow the suggested steps above. Goodbye.

And then the chat window closes, or the call disconnects.

Yes, I’m serious. The robots now brazenly hang up on you if you don’t obey their commands. How did customers suddenly end up having to take orders from company devices instead of the other way around?

Inconvenience store

It’s no better in person, and I’m sorry to say that human behavior is just as bad as robotic misconduct. This week, I needed a five-gallon jug of kerosene. I heat and light my home in cold weather with restored antique kerosene lamps. These aren’t the small "Little House on the Prairie" oil lamps you’re thinking of; they’re big thirsty bad boys that put out major light and heat.

So I go to the farm store, where they sell kerosene in large jugs at 40% less than other stores. When I walk over to the shelf, there’s nothing there. Damn. Now, I have to weigh whether or not to talk to a staff member.

Fifteen years ago, this wasn’t a hard decision — in fact, it wasn’t a decision at all. But today? The most common response I get from store staff when asking for help is a facial expression that communicates irritation and an attitude meant to express, “You, customer, are inconveniencing me.”

It’s most pronounced in anyone under 40, as Millennials and Gen Zers were not taught things like “doing your job” or “not being awful to the people who pay your wage through their customers.”

I chance it and ask the frazzled 22-year-old at the register. He won’t make eye contact with me, of course. “Hi there. I see that the kerosene isn’t in its usual spot. Could you please tell me if you have it in stock, or when you will have it in stock again?”

Without looking at me, he replies, “I don’t know.” What am I supposed to say to this? Wouldn’t you take that as another way of saying, “I’m not going to answer your question, and I want you to go away?”

So I say, “Right. Could you please tell me who might know or how I will be able to find out whether I will be able to buy kerosene here and when that might be?”

Annoyed, the cashier makes an exasperated noise and says, “They don’t tell us what’s coming on the truck. All I know is that it comes on Tuesdays and Thursdays — check back then.”

When I worked retail, had my boss observed me speak to a patron like this, I would have been fired on the spot.

No talking

My last stop on this outing is to grab some lunch. There’s a brand-new gas station/convenience store/truck stop that just opened two miles up the road from where I live in Vermont. It’s sort of like a northern version of the famous Bucc-ee’s truck stop “malls” you see in the South. You can get hot and cold food, soft drinks, beer, liquor, small electronics accessories, motor oil, and toys to keep the kids quiet.

Sadly, “make the customer do the store’s job” has metastasized to the corner store, too.

This place is all self-checkout. There’s something so off about walking up to the register, while one lone employee stands in front of the cigarette case and monitors you while you do his job. There’s no etiquette for it. The employees don’t greet you, leaving you wondering if they’re afraid you’ll ask them to do something if they signal that they’re aware of your presence.

I am prepared for that. I am not prepared for having to do the same thing for a sandwich.

I stand at the deli counter for about two minutes, while two employees stand behind the counter 20 feet away chatting with each other as if I were not there. Then, it dawns on me. There is that bank of iPads blazing out saturated color. I, the customer, am forced to punch a touchscreen on the machine to put in my order. There is to be no talking to other humans.

The device has every annoyance, starting with the fact that the customer is forced to learn a new, company-bespoke set of “buttons” and software, adding frustration and time to what ought to be a simple request.

Employees won’t talk to you, of course, even when they know you’re having trouble. After finally (I think) placing my order, dramatic pipe organ music starts blaring from a hidden speaker. It’s playing a plagal cadence, the part at the end of a church hymn that goes “aaaaa-men.” Apparently, this signals that one’s order has been sent to St. Peter and will be delivered shortly.

The younger of the two counter staffers looks at me briefly while the fanfare echoes against the tile walls. I say, “Am I allowed to talk to you?”

She just stares at me.

Does anybody remember how to behave in public?



In 1982, a fire broke out in the apartment building next to ours in Orange County, California.

I was 8 years old and home alone after school, a latchkey kid. The smoke alarms went off. I recalled the training about what to do in a fire from our parents and the public service announcements that used to run on television. In this case, the right thing to do was to leave quickly and go up the street to my grandmother’s house.

Fellow adults, we have to be adults again. Even if the other grown-ups around us don’t like it, we of good will have to work to reinstill polite, considerate, and safe public behavior.

As I was walking to the front door, I grabbed my belt, tucked my Superman T-shirt into my jeans, and fastened the belt.

It was an automatic action. My brother and sister and I were not to leave the house with dirty faces, uncombed hair, or disheveled clothing. It didn’t cost me any time, as the belt was right there; I would have run faster if the flames had been licking my heels.

I remember the pride I felt when Grandma called my mother to tell her I was OK. “By God, he remembered to put his belt on before he left the house; he’s such a good boy,” she said.

The bare minimum

Going out in public neat and presentable was not something you thought about; it was just a way that you lived. Look around you now at the grocery store, at Applebee’s, on a downtown sidewalk. People from age 6 to 60 are walking around with snarled hair, fat rolls hanging down underneath too-small shirts, and dirty clothes. Your nose will tell you that the percentage of Americans who shower daily is substantially lower than it was 43 years ago.

We have a manners crisis. The crisis is that we have abandoned manners, rules, and common standards that make living in society bearable and, once in a while, pleasant.

At 50 years old, I find myself shocked to discover that I’m not considered a “grown-up” whom children or teenagers need to treat with minimal respect. Adults can no longer correct misbehaving children in public without risking getting punched by their enraged parents.

Kids in adult bodies

There are very few adults left. There are plenty of people in adult bodies, but so many except the most elderly of the old walk around like spoiled children, ignorant of everyone around them and devoid of even the smallest courtesy to fellow citizens. The adults won’t let you correct their kids because they themselves have never corrected them. The bad example grown people set — including a majority of modern parents — for the young has destroyed civilized behavior.

We are a nation of narcissists. “I’m gonna get mine no matter what it does to you” is our motto. It’s reflected in nearly every advertisement for the past 15 years. Think of the phrases you hear most often in pitches for products: “No boundaries,” “tear down barriers,” “nothing is more important than YOU.” Those are verbatim (and common) phrases from commercials that will be familiar to many.

Fellow adults, we have to be adults again. Even if the other grown-ups around us don’t like it, we of good will have to work to reinstill polite, considerate, and safe public behavior.

I do not have children of my own, but in middle age, I have paternal urges. I want my nieces and nephews to know how to act like ladies and gentlemen. I want the schoolkids in my town to respect themselves, their peers, and the adults who care for and educate them. Not “just because.” I want this because our etiquette-free Thunderdome has made the U.S. a pretty miserable place to be if you ever have to conduct business in public.

We are not happy people. You see it on the faces of the young and the old. It doesn’t have to be this way.

My friends from the South tell me that manners and civility are still very much alive where they live, and I’m glad to hear that. But having lived up North and in Democrat/blue areas most of my life, I can tell you that the slovenly rudeness is appalling. And worse, few if any adults seem to even notice it — except those of us who still practice mannerly ways while being called “old-fashioned” and mocked.

The wisdom of Miss Manners

Etiquette expert Judith Martin is known to older readers as Miss Manners. For decades she wrote a syndicated column on etiquette, combining practical advice with the kind of arch and hilarious prose you find only once in a generation. When I went off to a snooty, expensive liberal arts college in my early 20s, my older friend got me a copy of several of Martin’s books.

Being young and callow myself, I expected to hate them. Instead, I realized the lady knew what she was talking about. Everything she advised made sense and rang close to the lessons I remembered learning as a child but hadn’t fully understood.

Martin was at pains to correct misperceptions about etiquette. It is not mainly about when to use a fish fork at a swanky dinner party (with the fish course — duh); it’s not an affectation of the idle rich from a Victorian novel of manners.

Nay, etiquette is the domain of the shared and universal folkways and manners that make personal, social, and business life predictable and bearable. It sets out social rules and makes available social punishments for those who take advantage.

Most importantly, she noted that etiquette is not about “making everyone feel comfortable.” Here’s a bit of advice she gave to a reader who was tired of having people she met ask her about her baby’s due date since she wasn’t pregnant.

“People often tell Miss Manners that etiquette is just a matter of making other people feel comfortable,” Martin wrote. “Well, often, yes. But there are times to make people uncomfortable enough that they stop discomforting others. This is one of them.”

Rude awakening

We have all gotten too comfortable with being personally comfortable at the expense of others. If the 1970s were the “me” decade, then we are living in the age of self-love and self-care. Another name for that is narcissism. It is high time for the manners-minded among us to start making the rude majority uncomfortable enough that they stop stepping on our toes literally and figuratively.

Readers, I do not know exactly how we are to do this. It’s a project that needs collective buy-in; it’s a “tragedy of the commons” problem. We’re afraid to appropriately upbraid the sullen and unhelpful clerk because we know that her boss is likely to side with the 17-year-old with a face full of metal and green hair. We’re more likely to be fired as a customer than a snotty, incompetent teenager is likely to lose her job for being rude to patrons.

Some modest proposals

But we must find a way to do it anyway. As a start, here is a short list of mannerly and orderly behavior we all remember from not so long ago that should make a comeback.

  • We walk on the right side of the sidewalks and store aisles. Not the left and never right up the middle. Civilized people do not stand in the middle of an aisle with a cart ignoring those trying to get past.
  • We hold doors open for the person behind us. Walking through without even a glance backward while the door slams on the next patron is rude.
  • Red lights mean “stop,” not “floor the accelerator through oncoming perpendicular traffic.”
  • The left lane of a highway is for passing, not travel. Civilized people do not go 55 miles per hour in the left lane, matching speed with the other car in the right lane, preventing all other motorists from passing by creating a two-car barrier.
  • Telephone calls are private, not public. Taking a call at all in public is rude. Holding your phone out like a platter with the speaker function on is actively hostile to everyone around you. Civilized people excuse themselves for important calls and take them around a corner. There was a reason telephone booths existed.
  • No one should ever hear the beeping noises or, God forbid, the TikTok videos playing on your phone. Silence that infernal contraption or put in earbuds.
  • Children should address adults as Mr., Mrs., Miss, or Ms., not as “Tyler” and “Caitlin.” A compromise would be the Southern way; children address adult friends of the family as “Mister Mike” and “Miss Kate.”
  • Pedestrians may have the legal right of way, but being in the legal right does not annul the laws of physics. Civilized people do not slowly saunter into oncoming traffic, deliberately refusing to turn their heads to observe cars as if daring them to strike. One day, somebody will, and it won’t be the driver’s fault.
  • When you place a call to someone, you, the caller, identify yourself first. Have you noticed this modern practice when you get a call? You answer the phone, and some person you’ve never heard of says, “Is this Josh?” Excuse me? Who are you?
  • Decent people cover their bodies in public. The amount of skin on display, including excess cleavage and buttocks hanging out of “clothes,” is obscene. If your great-grandmother dead in 1960 could be brought back to life, you would forgive her for assuming the top occupation in 21st-century America is prostitution. The only person who can get away with wearing a gownless evening strap is Cher.

Maybe you’ll have some ideas to leave in the comments.

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Mugger in ninja costume gets painful lesson in manners from etiquette-teaching mom — who also knows how to kickbox



Myka Meier told the New York Daily News she was enjoying a pleasant walk with her 3-year-old daughter Monday morning in the Chelsea area of Manhattan when a mugger in a ninja costume attacked her from behind.

A 38-year-old etiquette teacher, Meier also happens to be pretty good at kickboxing, the paper said — and she wasn't about to play the victim on this day.

What are the details?

"It felt like he came out of nowhere," she recounted to the Daily News, noting that the crook tried to steal her bag. "He came to my right side, where my bag was, but it was looped around my shoulder. He didn't say anything. I still had my bag in my possession, and I kicked him. I just started kicking. The self-defense courses I've taken took over."

Meier told the paper she also was in "mama bear mode" given her daughter's presence. Here's a lighthearted moment between them posted to Instagram a week before the harrowing encounter:

'I think he was shocked that I fought back'

"I think he was shocked that I fought back," she added to the Daily News. "I think I was more aggressive than he intended. But I train for this stuff. I leave my manners classes, and I go kickbox."

Meier screamed and fought off the ninja-costumed crook — who also was wearing a red cloth around his forehead — before he took off; but she did battle long enough for two construction workers and a doorman to chase him down, the paper said.

"There was a little tug of war over the bag for maybe about a second, and then he started running once I think he saw the attention coming," she noted to the Daily News. "The doorman and the two construction workers did their thing and just grabbed him and held him."

Meier told the paper she was bruised on her back and arms after she fell — albeit still kicking — and tore a thumbnail. She noted that her appearance likely gave the mugger the impression she was an easy target, the Daily News said.

Oh, how wrong he was.

"I don't want to be seen as the helpless victim," Meier told the paper. "I teach etiquette at the Plaza Hotel. I am always in a dress and high heels, but I want people to know that you can be ladylike and fight off an attacker at the same time."

What happened to the suspect?

Police arrested Casique Roman, 41, of Hackensack, New Jersey, and charged him with robbery, the Daily News said, adding that authorities noted he's been busted in New York and New Jersey over the last six years for criminal mischief and possession of drug paraphernalia.

"We got the man, and he's off the streets, and I hope he stays off the streets," Meier told the paper. "This isn't an innocent person. This is a violent man that would attack a mom with her child. He was aggressive. Had I been thinking clearly, I would have just given him my bag. I was just in mama bear mode."

She added to the Daily News that the suspect also is in dire need of etiquette.

"I'm all about educating people on manners," Meier noted to the paper. "This guy certainly needs some."

Here's a clip from Meier's etiquette channel on YouTube recorded earlier this year:

Myka Meier -- Welcome to My Youtube Channel!youtu.be

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