When Hospitality Turns Hostile (2)

How declining service, consumer abuse, and cultural shifts are reshaping the values we once shared

There was a time when going out to a restaurant or walking into a store felt easy and pleasant. You’d be greeted with a smile, helped with care, and leave feeling like your time and money were respected. That kind of service is becoming rare — and sadly, it’s not just a coincidence. Something deeper is changing in the way we deal with each other, whether as customers or service providers.

The old saying “the customer is always right” used to remind businesses to treat people with respect. But today, many customers have taken it too far. Some now use reviews, social media, and even threats to get more than what they paid for — free food, full refunds, or special treatment. It’s no longer about solving a problem — it’s about pushing boundaries and using power unfairly.

But the other side of the coin isn’t much better. Many workers in restaurants, stores, and customer service seem to have lost interest in offering quality service. Some act like they don’t care if you’re happy or not. Basic manners, helpfulness, and even eye contact are often missing. It's not just about being busy — it’s about a growing attitude of “I don’t care.”

And the worst part? Online customer service.

Behind the screen, it’s even colder. There’s no voice, no face, and sometimes no real help. I had a recent experience with a major delivery company — one we all know. I had an issue and tried to speak with someone. But all I got was a typing-only chat with someone who sounded like a robot. No understanding, no patience, no interest. When I asked to speak with a manager or anyone in charge, they simply ended the chat and blocked me from trying again. That’s how human they were.

It's frustrating — and it’s happening more and more.

So here we are, stuck in the middle. Customers who abuse the system. Service workers who don’t care. And the rest of us, trying to stay decent and respectful, are being squeezed from both sides.

The bigger question is: why are we allowing this? Why are we lowering our own expectations, just to avoid conflict or fit in? Why are we letting these bad behaviours — from both sides — become the new normal?

Canada has always been known for its values — respect, fairness, and kindness. Multiculturalism made this country richer, more diverse, and more open-minded. But even good things can lose balance.

Lately, we’re seeing new waves of immigration that don’t always come with the same desire to integrate or embrace these values. Instead of joining and enriching the Canadian way of life, some are trying to change it — to reshape it around their own cultural habits, even if those habits go against the respectful, peaceful, and cooperative spirit that built this country. That’s not diversity — that’s erosion. And it’s quietly undoing what made Canada a place of hope and harmony for so many of us.

Many of us came here for a better life — not just in dollars, but in dignity. We must not lose what we came for.

Hospitality isn’t just about business; it’s about being human. We must speak up — when service is rude, and when customers are unfair. We must protect what made this country special: the simple values of kindness, respect, and balance.

Let’s not let noise replace manners, or pressure replace principle.
Let’s stand for what’s right — before it fades away.