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Is 80% Customer Service the New Normal?

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As we moved into 2023, the sense of normalcy in business—particularly around customer service—began to shift. While the immediate crisis of the pandemic has eased, its impact continues to ripple through the hospitality industry. Labor shortages persist. Supply issues remain. And many businesses are still trying to regain their footing.

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During the height of economic disruption, service levels and quality controls were often set aside as companies struggled to do more with less. At the time, most customers understood. Grace was extended. Expectations were adjusted.

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But those times are fading—and fading fast.

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Temporary Measures Have a Way of Becoming Permanent

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Some businesses realized they could reduce costs by removing certain amenities or service touchpoints. What started as a temporary adjustment quietly became the new standard.

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A small but effective example is your local coffee shop.

Before the pandemic, cream and sugar were freely available.

Today, many shops still require customers to ask for them. Is it because supplies are scarce—or because businesses discovered they could save money by keeping those items behind the counter?

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It’s a subtle change, but it reflects a broader shift.

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When “Good Enough” Becomes Acceptable

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Across many industries, remnants of pandemic-era protocols remain in place. Some businesses are genuinely still recovering. Others, however, are using the past few years as a convenient explanation for ongoing service gaps—or as an excuse to avoid returning to pre-pandemic standards altogether.

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While we sympathize with businesses that are still working to stay afloat, it’s becoming increasingly clear that lower expectations are being normalized. It often feels as though we’ve entered a world where 80% service performance is considered acceptable. In the past, that would never have been enough.

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So it raises an uncomfortable question:

Is customer service dying—or are we just accepting less of it?

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‍100% Customer Service – Always!

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At Think Simplicity, we’ve always believed that 100% customer service isn’t optional—especially in hospitality.

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Hotels operate 24/7. Guests don’t choose when problems happen. And when communication systems fail, the impact is immediate and visible.

That’s why service, support, and execution must come first—every time.

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If you’re considering replacing an aging or unreliable communication system, the decision shouldn’t be based solely on technology or cost.

It should be evaluated through a service lens.

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What “Always Available” Really Means

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We believe support should be there when it’s needed most—not just during business hours.

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That’s why Think Simplicity is available 24/7/365. When you call, someone answers. Not an offshore call center. Not a scripted handoff. A trained, U.S.-based support team that understands hospitality and knows how to help.

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We don’t believe in passing problems down a chain or reading from scripts. Our team is empowered to solve issues—quickly and clearly—no matter the situation. Because we’ve always worked remotely, our operations aren’t impacted when offices close or conditions change. In fact, those are often the moments when our clients need us most.

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Whether it’s a system issue in the middle of the night or support during extreme events—like recent hurricanes in Florida—being available isn’t a promise for us. It’s the baseline.

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Standards Still Matter

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At the end of the day, it comes down to one simple question:

Can your vendor maintain a 100% level of service—even in the worst of times?

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‍The world is shifting. Lower standards are being quietly accepted. But hospitality has always been built on consistency, reliability, and trust.

We’ve seen that maintaining high service standards is still possible—even under pressure—as shown in this real-world example of a hotel group that refused to compromise on reliability and support.

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There comes a point when it’s okay to push back. To ask for better. To expect more. And sometimes, to simply say:

‍“Enough. Where are the sugar packets?”

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