The younger and younger people I see in positions in major organizations—client service phone lines, retail sales, airline desk agents—the poorer and poorer judgment I encounter. It doesn’t seem to be a matter of smarts so much as a matter of seeing what they do as merely a (short-term) job and not a customer support function. There’s also an over-reliance on technology instead of one’s brain.
In the coffee shop yesterday morning, the “barista” asked me twice about the size of the drink, what kind of milk, what kind of sweetener, and hot or cold. I told her all that the first time, but she just wasn’t really in the moment. I don’t think she’s really ever in any moment.