Lack of engagement between customer service people and customers is epidemic. Just like you, John and I experience restaurant and hotel customer service as well as the usual suspects such as our local cell service provider, cable company and some face-to-face situations. Engagement means really, truly, honestly LISTENING to the customer, then reacting so that they know they’ve been heard. I recently asked a restaurant employee to direct me to the ladies room, and all she did was point in that direction as she walked past me. No verbal directions, no nothing. The next time you must deal with a customer, stop and remember to listen — genuinely listen; then react to their issue according to the Golden Rule of treating them as you’d like to be treated yourself. That’s the best kind of engagement.