Not the complete answer, but a portion of the answer, perhaps, is that old-timey guys did everything by face to face or phone, back when phones had real audio quality and real duplex communication. not this glorified CB radio junk today. Texting and emailing turns the live person you were speaking to and with into an anonymous metal candy bar in your hand. it’s easy to de–personalize in that format, and then to drop more formal manners.
My wife occasionally chides me in the fast food drive-through if I don’t give the order-taker’s squawk box a clear salutation as well as a loud “please and thank-you”. I AM polite and do that stuff when I get to the window, but not always so when just addressing just the intercom speaker.
The impersonal candy-bar-shaped box lets people who are lazy or shy avoid the stress of politeness. Perhaps if texts and emails always came with a clear, large picon of the sender’s face, it might help, but that’s not a standardized thing across all platforms.
Zelin also makes a great point, as usual. Everything is commoditized, even things that should not be so. Ordering thru interfaces instead of people has desensitized individuals who hate trying to deal with salespeople. I get the impression that users are much more interested in getting the opinions of non-salesperson users than in talking to a sales expert. Isn’t that one reason forums like the COW do well? Or, in a similar vein, the user reviews on any Amazon catalog page? We trust the average guys with nothing to gain from the conversation, more than the experts themselves.
Ned, maybe this is something you can turn to your advantage, by getting “rated” by various related prosumer or consumer sites, letting them speak on your behalf. Wedding/event shooters have third-party raters like The Knot but aside from something like ITVA, (whatever their new name is) which people outside our biz never head of, where is the similar trusted third-party rating system for commercial/industrial producers?