8 things people over 70 still value in customer service that businesses are slowly abandoning - Silicon Canals

"Remember when a real person answered the phone when you called a business? When someone actually knew your name at the bank? When stores had enough staff to help you find what you needed? Last week, I watched an elderly gentleman struggle with a self-checkout machine at the grocery store. The lone employee supervising six registers was helping someone else, and the man just stood there, visibly frustrated, holding a single carton of milk."

"It got me thinking about my grandmother, who passed away three years ago. I still have her handwritten letters where she'd complain about how "nobody wants to talk anymore" and how everything had become "press 1 for this, press 2 for that." She wasn't just being nostalgic. She was pointing out something we're losing as businesses chase efficiency over everything else. After interviewing over 200 people for various articles, from startup founders to burned-out middle managers, I've noticed a pattern."

""Press 1 for billing. Press 2 for technical support. Press 3 to hear these options again." Sound familiar? For people over 70, this automated maze isn't just annoying; it's often insurmountable. Many grew up in an era when calling a business meant speaking to a human within seconds. Now, they're lucky if they reach one after navigating five menu levels."

An elderly man struggled with a self-checkout machine and left the store without his purchase, illustrating how automation can exclude vulnerable customers. Handwritten letters recall an era when businesses provided human interaction and simple phone access. Many older customers prefer speaking to a person, in-person help, and straightforward payment options that companies are phasing out. Automated phone menus, reduced staff, branch closures, self-checkouts, and cashless policies create real obstacles for people over 70. These changes sacrifice availability and personalized assistance in pursuit of efficiency. Losing these principles risks customer trust, loyalty, and access for aging populations.

Read at Silicon Canals