A commentary by a former journalist who lives in Nanaimo.

The Oct. 18 letter “Don’t ask for my plans, just let me pay and leave,” deserves scrutiny before being dismissed as just a petty gripe.

As described in the letter, being overly friendly with customers is, ultimately, about money. And not just an angle to get a decent tip.

What once mediated all transactions, common courtesy, is in some business sectors being replaced by plans, programs, incentives, and pressure for staff to appear spontaneous, cheerful, amiable, and genuine.

There are customers or patrons who will interpret nominal interactions with staff as negative, even if such interactions are polite or absent overt negativity, and the retail and hospitality industries see this tactic as a way to minimize such outcomes.

Instilling the memory of a positive experience, the theory goes, enhances the likelihood that a customer will return. There is also the risk of negative online........

© Times Colonist