A common experience for Canadians who visit or work in the United States is the culture shock of consumer service. It’s not the food, the prices, or the clothes. It’s the restaurant, the store, the call center, the hotel, the gas station, and the convenience store. But what exactly is different, and why?
So we dug into feedback from Canadians who’ve spent time in the U.S. and reflected on how it compared to their life in Canada. Here’s what stood out to them.
Speedy vs. patient
One big difference noted in the survey was that the U.S. is a much faster-paced environment. Canadians felt American servers and clerks are in an awful rush to get to the next customer. While they liked getting things done quickly, many respondents felt rushed, like the staff were shoving them out the door so they could flip the table or empty the line.
“The customer is always right”
Many Canadians also noticed American customers often push back or escalate if they’re unsatisfied. For example, most said that Americans ask for a manager, discounts, or exceptions with little hesitation. Canadians, as customers, try not to put staff in uncomfortable situations. Many said they viewed customer service as more of a two-way relationship, not a struggle to “win.”
Direct vs. polite
Some Canadians noticed Americans are more direct in their approach. In Canada, people often start requests with “Sorry” or “If you don’t mind”. But in the U.S., the staff dive right in. Respondents thought it was very efficient, if a bit blunt at first, compared to the polite approach they are used to back home.
Casual vs. formal
Some reported that American service interactions often became very casual, even intimate, very quickly. It’s very common to have a server say, “Hey ‘sup guys, I’m Justin!” or immediately act like they are an old friend. Canadians are more comfortable with a polite but slightly formal style, at least at first. Maintaining a respectful distance was seen as a sign of respect rather than being cold or rude.
Problem-solving approach
Most Canadians we surveyed loved that American workers seem to have more autonomy to solve problems. In Canada, clerks often have to “ask a manager” before they can do anything. In the U.S., respondents found that the person at the counter could often just snap a decision to discount or comp something to make the customer happy.
Pushy sales
Many respondents felt American service is a lot more pushy when it comes to extra sales. Respondents noticed that staff would keep pestering them to buy add-ons or sign up for credit cards.
In Canada, this can be considered rude. But in the States, it seemed like normal everyday part of the job that everyone expects.
Machine vs. human
Canadians were surprised at all the technology that Americans use for simple tasks. Self-checkout screens and iPad kiosks are everywhere and are quick and convenient, but some said that they missed talking to a real person. They observed that the U.S. seems to value “self-service” more than Canada does.
Privacy
When signing up for things, Canadians felt American businesses request a lot of personal information, like phone numbers or zip codes, for anything. Some said they felt a little creeped out about their privacy, observing that Americans are way more comfortable sharing their data in exchange for a coupon or reward.
Tipping
Tipping is also one of the most significant differences in customer service for Canadians. Canadians said that they expected to tip in the United States, but the tipping felt far more mandatory and closely observed. Expectations are also higher across a wider range of services. Tipping is common but more flexible in Canada. Many also said they base their tip on how good the service felt to them rather than due to social expectations.
Values and ethics
Finally, some Canadians felt American service is all about “you” and “your way.” The marketing and service in the U.S. seemed very focused on the individual.
In Canada, service was seen as more like being a “good neighbour” or helping the community. The American experience felt like VIP personal treatment. The Canadian experience felt more about being fair to everyone.
Trendy vs. quality
Several respondents felt the focus of American stores is very “in the now”. Many observed that American service staff always try to up-sell the latest version of a product. Back home in Canada, many people are looking for things that will last a lifetime. The focus on fast fashion and new tech at all times was a little jarring to some.