Is customer service in Australia officially a thing of the past? Woman shares shopping experience
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Remember the days when you’d walk into a shop and be greeted with a warm smile and a friendly ‘How can I help you today?’ For many of us, that was just part and parcel of the Aussie shopping experience—a little moment of human connection that made even a quick trip to the shops feel pleasant. But is that era over? One Melbourne shopper’s recent experience has sparked a heated debate, and it’s got us wondering: has customer service in Australia really hit rock bottom?
A weekend of silence: Not a single greeting
Tasha Strachan, a Melbourne local with years of experience in both retail and hospitality, recently shared her frustration after visiting three different shops—only to be met with complete indifference. ‘Does no one care about customer service these days?’ she asked, after not a single staff member acknowledged her presence or offered assistance.
Now, Tasha wasn’t expecting red carpet treatment or over-the-top attention. As she put it, ‘I’m not expecting the workers to drop what they’re doing and greet me. But at some point, you want to be acknowledged for walking into the store. To me, that’s customer service.’
It’s a sentiment many of us can relate to. After all, a simple ‘hello’ or nod can make all the difference, especially for older Aussies who value courtesy and connection.
Why has customer service changed?
One retail worker commented bluntly: ‘I’m paid to do my job, not paid to care. My job is to be respectful and compassionate and put things on shelves. If you don’t look like you need help, I’m not going to offer it. I have a job to do.’
Another added: ‘I don’t get paid enough to care about how your day is going. Are you going to buy anything? This is a clothing store, not therapy.’
But is it really too much to ask for a simple greeting?
The great customer service debate: Who’s responsible?
Interestingly, not all shoppers want to be approached. Some prefer to browse in peace, without being interrupted. ‘I hate being asked! Just leave me to shop in peace. And as someone who works in retail, I hate having to ask! If you need help, approach a worker,’ one commenter said.
But others, like Tasha, aren’t asking for constant attention—just a bit of basic politeness. ‘I don’t like them asking me if I need help—I just want them to acknowledge me. Say 'Hi, how are you?' If I go into a shop and don’t even get acknowledged, I walk out,’ another shopper explained.
It seems there’s a fine line between being helpful and being intrusive, and expectations can vary wildly from person to person—and even from store to store.
Changing times, changing expectations
So, what’s really going on? Is it a generational shift, a result of changing workplace cultures, or just a sign of the times? Some retail workers say store policies are to blame. In some places, staff are required to greet every customer, while in others, even a simple ‘hello’ at the register is discouraged.
‘One place I worked, you had to do laps and greet every customer even if you’d greeted them five minutes ago. Another store said 'talking' to customers would result in discipline—even at the register. So no 'Hi, how are you?' No offering help. If customers need help, they have to ask,’ one worker shared.
The impact on older Australians
For many over-60s, these changes can be especially jarring. Shopping isn’t just about buying things—it’s a social experience, a chance to get out of the house and interact with others. When staff don’t even acknowledge your presence, it can feel isolating and even a little disrespectful.
It’s also worth noting that some older shoppers may need extra assistance, whether it’s finding a product, reading a label, or carrying heavy items. A friendly greeting can open the door to offering that help, making the shopping experience safer and more enjoyable for everyone.
What can be done?
If you’re a shopper who misses the old-fashioned service, don’t be afraid to speak up—politely, of course! Sometimes a friendly ‘hello’ from you can break the ice and encourage staff to engage. And if you have a particularly good (or bad) experience, let the store know. Positive feedback can go a long way in encouraging better service.
For retail workers, remember that a little kindness goes a long way. Even if you’re busy or having a tough day, a quick smile or greeting can make someone’s day—and it might just make your shift a bit brighter, too.
Have your say!
We want to hear from you, members! Have you noticed a decline in customer service lately? Do you prefer to be left alone, or do you miss the days of friendly greetings and helpful staff? Share your thoughts and stories in the comments below—let’s keep the conversation going!
And if you’ve had a particularly memorable shopping experience (good or bad), let us know. Your feedback could help shape the future of customer service in Australia!
A weekend of silence: Not a single greeting
Tasha Strachan, a Melbourne local with years of experience in both retail and hospitality, recently shared her frustration after visiting three different shops—only to be met with complete indifference. ‘Does no one care about customer service these days?’ she asked, after not a single staff member acknowledged her presence or offered assistance.
Now, Tasha wasn’t expecting red carpet treatment or over-the-top attention. As she put it, ‘I’m not expecting the workers to drop what they’re doing and greet me. But at some point, you want to be acknowledged for walking into the store. To me, that’s customer service.’
It’s a sentiment many of us can relate to. After all, a simple ‘hello’ or nod can make all the difference, especially for older Aussies who value courtesy and connection.
Why has customer service changed?
Tasha’s experience isn’t unique. Her story quickly went viral, with thousands of shoppers and retail workers chiming in. Some blamed the shift on the aftermath of COVID-19, which changed the way we interact in public spaces. Others pointed to low wages and understaffing, saying it’s hard to expect staff to go above and beyond when they’re stretched thin and underappreciated.One retail worker commented bluntly: ‘I’m paid to do my job, not paid to care. My job is to be respectful and compassionate and put things on shelves. If you don’t look like you need help, I’m not going to offer it. I have a job to do.’
Another added: ‘I don’t get paid enough to care about how your day is going. Are you going to buy anything? This is a clothing store, not therapy.’
But is it really too much to ask for a simple greeting?
The great customer service debate: Who’s responsible?
Interestingly, not all shoppers want to be approached. Some prefer to browse in peace, without being interrupted. ‘I hate being asked! Just leave me to shop in peace. And as someone who works in retail, I hate having to ask! If you need help, approach a worker,’ one commenter said.
But others, like Tasha, aren’t asking for constant attention—just a bit of basic politeness. ‘I don’t like them asking me if I need help—I just want them to acknowledge me. Say 'Hi, how are you?' If I go into a shop and don’t even get acknowledged, I walk out,’ another shopper explained.
It seems there’s a fine line between being helpful and being intrusive, and expectations can vary wildly from person to person—and even from store to store.
Changing times, changing expectations
So, what’s really going on? Is it a generational shift, a result of changing workplace cultures, or just a sign of the times? Some retail workers say store policies are to blame. In some places, staff are required to greet every customer, while in others, even a simple ‘hello’ at the register is discouraged.
‘One place I worked, you had to do laps and greet every customer even if you’d greeted them five minutes ago. Another store said 'talking' to customers would result in discipline—even at the register. So no 'Hi, how are you?' No offering help. If customers need help, they have to ask,’ one worker shared.
The impact on older Australians
For many over-60s, these changes can be especially jarring. Shopping isn’t just about buying things—it’s a social experience, a chance to get out of the house and interact with others. When staff don’t even acknowledge your presence, it can feel isolating and even a little disrespectful.
It’s also worth noting that some older shoppers may need extra assistance, whether it’s finding a product, reading a label, or carrying heavy items. A friendly greeting can open the door to offering that help, making the shopping experience safer and more enjoyable for everyone.
What can be done?
If you’re a shopper who misses the old-fashioned service, don’t be afraid to speak up—politely, of course! Sometimes a friendly ‘hello’ from you can break the ice and encourage staff to engage. And if you have a particularly good (or bad) experience, let the store know. Positive feedback can go a long way in encouraging better service.
For retail workers, remember that a little kindness goes a long way. Even if you’re busy or having a tough day, a quick smile or greeting can make someone’s day—and it might just make your shift a bit brighter, too.
We want to hear from you, members! Have you noticed a decline in customer service lately? Do you prefer to be left alone, or do you miss the days of friendly greetings and helpful staff? Share your thoughts and stories in the comments below—let’s keep the conversation going!
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