“Let Them Know You Mean Business”

Lately, I’ve noticed a troubling trend when visiting various establishments: I often feel like just a number—a figure added to the bottom line. Let's take a step back and revisit a time when customer service was more than just a transactional formality; it was the heart of the business.

I’m old enough to remember walking into a McDonald's and being greeted with genuine smiles, warm welcomes, and a cheerful “May I take your order?” The experience didn’t stop there—the manager would often come out, sometimes accompanied by characters like Ronald McDonald, the Hamburglar, and Grimace, just to ensure customers were enjoying their meals. There was a clear emphasis on hospitality, experience, and connection.

But times have changed. In today’s profit-driven society, particularly in the United States, the focus has shifted. Too often, businesses prioritize maximizing revenue over delivering meaningful customer service. Customers are seen as short-term revenue opportunities rather than long-term relationships worth nurturing. The emphasis has become “What can we get from this customer now?” rather than “How can we make them feel seen and valued?”

Just today, I had an experience at a prominent global coffee chain in the Henderson area that exemplifies this shift. Rather than being greeted warmly, I encountered employees openly making disparaging remarks about their managers in front of customers. When I asked for my drink to be wiped off—because it was dripping with coffee—I received a dismissive glare. To make matters worse, an employee made inappropriate comments about the armored truck professional delivering their daily cash, again, within earshot of customers.

There was a time when I would’ve pulled a manager aside to offer constructive feedback. However, I’ve learned that sometimes the most effective way to spark change is by escalating the issue to corporate or executive leadership. When a CEO or customer relations executive hears directly from customers, they recognize the potential impact on their brand and bottom line—and they take notice.

Customer service is not a lost art—it simply needs to be prioritized again. If you experience poor service, don’t remain silent. Use your voice. Send feedback to those in charge. Let the top of the organization know what’s happening at the frontlines. If businesses truly want to succeed in the long term, they must return to seeing customers as individuals—not just transactions.

Because when you walk through the door, you deserve more than a sale—you deserve to be seen, heard, and respected.