Letter from the editor
I recently ran into the grocery store to pick up a few items. While I left with everything on my list, I also left with a firm resolve not to return anytime soon.
As I approached the cashier, her demeanor was indifferent at best. There was no greeting, no “thank you,” not even a mention of the total cost. As I swiped my debit card, she stared at her phone instead of helping me bag the groceries sitting in front of her next to my empty bags. Having worked retail jobs in my youth, I can’t imagine treating a customer that way. Have you had an experience like this? I’d be pleasantly surprised if you said no.
When did customer service begin to slip? Is it the rise of self-checkout machines, workforce shortages in the wake of the pandemic, or a broader cultural shift? And who is ultimately responsible — the employee, the business owner or parents?
What used to be a given — a smile, a greeting, a bit of eye contact — is now increasingly rare. Even if you’re lucky enough to get a cashier instead of scanning your own items, there’s a good chance they won’t greet or thank you.
Here at the Jersey Shore, we welcome tens of thousands of visitors every summer. At the heart of our tourism economy should be the warmth and hospitality of our service workers. From teenagers scooping ice cream to retail clerks and ride operators, every interaction plays a role in shaping a visitor’s experience.
A growing concern is the loss of personability in customer service. While technology and staffing challenges contribute, many workers, especially those who are young, simply haven’t been taught how to treat customers. That’s where we all come in.
Parents and grandparents — talk to your kids about pride in their work. Teach them that a kind word, a helpful attitude and a willingness to go the extra mile can truly make a difference.
Employers — insist that your staff put down their phones, greet every customer and offer a simple “thank you.” Don’t just hand out a name tag and hope for the best. Train, mentor and lead by example. That investment will pay dividends.
Young employees — every shift is a chance to grow. A genuine smile or a friendly “How can I help you?” can leave a lasting impression.
And to our seasoned workers — be a mentor. Share your experience and model the kind of service that sets the bar for excellence.
The Jersey Shore’s charm has always been its people. Let’s ensure that charm continues to shine — not just through efficiency or convenience, but through kindness, professionalism and human connection.
Peace & Love, Cindy
