Jan. 21, 2026 8 AM PT
To the editor: Tradition critic Mary McNamara’s newest article harks again to an concept perhaps first articulated by Calvin Coolidge — the enterprise of America is enterprise — and the way we’re all now coping with the long-term penalties of that actuality (“My travel nightmare made me realize that self-service culture is capitalism’s greatest con,” Jan. 19).
Earlier than Coolidge made this remark, the federal government established civil service about 150 years ago. Its function was to get patronage (and political loyalty) out of the federal authorities. It developed a system that enabled the aspirations of the Preamble to the Structure to “insure home Tranquility” and “promote the final Welfare.”
The civil service dictate is to offer companies that profit the general public in addition to companies that assist, however usually are not the purview of, enterprise. The steadiness of those public/non-public fashions was meant to present the U.S. a construction that nurtured our progress as a nation, enhancing our entrepreneurial capacities and our skill to make the most of their advantages.
McNamara speaks on to Coolidge’s remark in bemoaning the gutting of the service facet of the mannequin (definitely refined by the Division of Authorities Effectivity). At this time’s coverage appears to be “to present the looks of offering a service with out really offering a service.” Enterprise will get its large, lovely revenue, the general public will get zilch.
Bridget Tucker, Laguna Woods
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To the editor: McNamara described my largest pet peeve — no, my quickest set off for fury. Each time I attain an internet roadblock (which is nearly each day) and discover myself screaming “agent” into the void of a soulless pc, I begin occupied with how rather more cash the company in query is making off my vulnerability to their greed.
Is there nothing these horrid establishments received’t do to scrounge up ever extra income? How a lot cash does one want? Self-service tradition has nothing to do with offering service and every little thing to do with making more cash. Service is merely a byproduct, if you’re fortunate sufficient to get any.
I lengthy for the times once I might name for help and a human being answered. Alas, human beings are too costly, however robots are infuriating.
To keep up my equilibrium, I’m slowly and intentionally reducing out every little thing I can that requires an app with no approach to communicate to a human being. And I’m the one richer for it!
Sara R. Nichols, Los Angeles
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To the editor: McNamara’s column about buyer disservice and the consignment of human interplay to units struck a nerve. I spent almost half of the day it was printed on three totally different web sites — a financial institution web site, MyChart (for medical companies) and DROP, the brand new California web site to request deletion of information — to carry out minor duties. Not one was a hit. All of them made me offended.
Final spring, I traveled abroad and encountered a state of affairs just like the one McNamara described. My 11 p.m. flight to Australia was canceled at 2 a.m., shortly after two different jumbo jets filled with passengers additionally canceled their flights. Lots of of individuals scrambled for consideration and lodging in the course of the evening. I misplaced a day of my trip, and nonetheless was rerouted by means of New Zealand. That pressured me to safe a digital-only visa to a rustic I hadn’t deliberate to go to and was solely transiting by means of. I do not need a comfy relationship with units.
I’d wish to say distress loves firm, however at present’s customer-last enterprise mannequin more and more divorces us from neighborhood, from humanity. I’ve no hope issues will change this decline in civilization.
Ellen Alperstein, Palm Desert
