The Death of Full Service in North America: Are We Moving Backwards?

By Dale Jodoin In today’s world, full-service options are disappearing. From gas stations to grocery stores, what used to be a common part of daily life is almost gone. Think about it: remember when you pulled up to a gas station and an employee would come out, pump your gas, and even wash your windshield? Now, with the rise of technology and self-service, you’re on your own. You have to get out, pump the gas, and, often, talk to a machine to pay. Even people who can’t easily get out of their car, like those in wheelchairs, are left struggling without help. The Disappearance of Help at Gas Stations It used to be that gas stations would have attendants who helped fill up your tank. This was helpful, especially for people who had trouble getting in and out of their cars. But today, most stations only have self-service pumps. Even though these stations might offer handicap parking, they don’t have an option to assist someone with a disability in pumping gas. This trend seems to ignore those who truly need help, making life harder for people with disabilities. Grocery Stores: Doing It All Yourself The shift isn’t just happening at gas stations. Grocery stores have also moved to self-service. Many stores now have self-checkout lanes, where customers scan and bag their own items. Sure, some stores still have a few cashiers available, but they’re becoming rare. And while customers are doing the work that cashiers once did, they’re still paying the same high prices. This raises a big question: if we’re doing more of the work, why aren’t prices going down? Paying More for Less Service We still pay high fees at places like banks, even though many services have moved online. Now, a lot of banks have staff working remotely, sometimes even in other countries. Bank fees are as high as ever, but customers aren’t getting the same in-person help they used to. The same goes for police services: if you need to file a report, you’re often told to do it online. But police stations still have accessible parking spots, which seems strange since you rarely get to speak to an officer directly anymore. Full Service is Outdated for Some – and Inaccessible for Others All of these changes might be more convenient for people who are comfortable with technology, but not everyone has access. Some people, especially seniors or those with disabilities, may not know how to navigate online forms. Others might not even have internet access at home. These people are being left behind, with fewer options and even less help. And while government workers or big companies can still work from home, those with accessibility needs face more barriers than ever. Are We Really Saving Any Money? The switch to self-service and online systems might save businesses money, but it doesn’t seem to save customers anything. You’re still paying bank fees, grocery prices, and gas costs as if someone were helping you. Gas stations haven’t lowered prices for self-service, grocery stores haven’t cut costs for self-checkout, and banks still charge high fees for services that used to include in-person help. It doesn’t seem fair, especially to those who need full-service options the most. The Real Cost of Self-Sufficiency Full-service used to mean that help was always available, but now we’re being asked to do it all ourselves – for the same cost. This setup is especially hard on those who can’t help themselves, whether due to age, disability, or lack of resources like a smartphone or internet. If the trend of self-service continues, how do we make sure everyone can still access what they need? What are companies doing to support customers who rely on full service?