Customer Service Then & Now: From Indulgence to Entitlement in a Digital Age

In this episode of Sorry, It’s Discontinued, Hilary takes you behind the counter to explore the evolution of customer service in retail—from the early days of luxury department stores with tea rooms, lounges, and unconditional returns, to today’s digital era of virtual styling, curbside pickup, and “complimentary” beauty events.

Hilary unpacks the hidden costs of pampering services like makeovers, spa days, and artistry appointments, revealing how the word free has created challenges and entitlement in modern retail. She contrasts the old-world charm of Saks, Macy’s, and Dillard’s with Sephora’s structured service model, showing how boundaries and clear expectations can transform both the customer and associate experience.

This episode shines a light on the realities associates face—from late arrivals and no-shows to commission pressures—and reminds us why kindness, respect, and boundaries are essential for a healthier retail culture.

If you’ve ever wondered why customer service feels so different today—or what it really takes to create memorable experiences in retail—you won’t want to miss this deep dive.