In June 2025, a cultural flashpoint surfaced in a widely shared news report: young service workers, mostly from Generation Z, are increasingly refusing to greet customers when they walk in. Instead of saying hello, they respond with a silent stare. Social media quickly dubbed this trend the “Gen Z gaze,” sparking a flood of commentary from frustrated older customers and self-aware Gen Z workers alike. What might seem like a minor change in customer service behavior has stirred up big conversations about work culture, generational divides, and the future of etiquette in retail and hospitality.
The Rise of the Silent Stare
The so-called Gen Z gaze refers to the expressionless look that some young employees give customers at the start of an interaction. Rather than offering a warm “hello” or a standard “how can I help you,” the employee may simply stare, silently waiting for the customer to speak first. The phrase took off after a viral post on social media gained over a million views, with users chiming in to describe similar experiences at cafes, stores, and restaurants. Many said the vibe feels passive aggressive or socially cold.
These encounters are not isolated. Anecdotes from across the country reveal a pattern where young staff members no longer initiate greetings. One diner described being led to a table by a hostess who said nothing. Others mentioned baristas and cashiers who stared wordlessly until the customer spoke. What used to be considered basic service etiquette now feels optional to some younger workers.
Why Older Generations Are Frustrated
For Baby Boomers and Gen X, a greeting is more than just a pleasantry. It is a social contract that establishes mutual respect. Many customers over the age of 40 expect a basic acknowledgment upon entering a store or approaching a counter. When that greeting is missing, they interpret it as lazy, rude, or outright disrespectful.
Some say they feel invisible or unwelcome. Others question whether the younger worker is trained at all. Online, posts from older customers express genuine confusion and irritation. Many view the Gen Z gaze as evidence of declining social standards or a lack of work ethic. While they may not expect full conversations, they do expect the employee to initiate the interaction with a smile or a polite word.
How Gen Z Defends the Gaze
On the other side of the generational divide, many Gen Z workers say there is more going on than simple rudeness. Some point to social anxiety, especially after years of remote learning and working from home during the pandemic. Others say they have been burned out by previous service jobs where customers were rude or dismissive, making friendliness feel like emotional labor rather than a genuine gesture.
One Gen Z worker explained online that acting cheerful all the time can feel fake or forced, especially when the job is physically demanding or underpaid. Others argue that customers should not expect free emotional energy from staff, particularly in an era where wages often do not reflect the pressure of the role.
For many younger workers, not greeting someone is not about hostility. It is about conserving energy, reducing awkwardness, or simply waiting to see what the customer wants before speaking.
The Pandemic’s Lasting Impact on Social Behavior
A major factor influencing this shift in customer service norms is the COVID-19 pandemic. For many Gen Z workers, their high school and college years were disrupted by isolation, remote learning, and reduced face-to-face interaction. This robbed them of opportunities to practice social cues in the workplace or in casual settings.
Surveys have found that young adults today feel less confident in their social skills than previous generations. Remote work also taught people to communicate through screens, using chat boxes and emojis instead of body language or greetings. As life returns to physical spaces, those gaps are becoming more visible, especially in jobs that demand fast, polite interactions.
Read More: 10 Subtle Signs Someone Isn’t as Nice as They Seem
Changing Etiquette in the Workplace
What counts as polite is changing, and not everyone agrees on the new rules. For older generations, speaking first is a gesture of service. For some Gen Z workers, staying silent feels respectful or neutral. But this shift can make communication harder, especially in fast-paced environments.
Employers are caught in the middle. On one hand, they want their businesses to appear welcoming and professional. On the other, they are managing a workforce that is reshaping ideas about what work should look and feel like. For many Gen Z employees, authenticity is a core value. They want to show up as themselves, not as customer service robots reciting forced lines.
Emotional Labor and the Cost of Smiling
Emotional labor refers to the effort it takes to manage feelings and expressions in order to meet social or workplace expectations. In customer service roles, this usually means staying friendly, even when tired, angry, or frustrated. For younger workers, especially those under stress, that expectation can feel heavy.
The Gen Z gaze, then, may be a form of silent protest. Rather than smiling through discomfort, some workers are choosing honesty over performance. They may not mean to offend, but they also do not want to fake a mood they are not feeling. While older generations see this as unprofessional, Gen Z may see it as setting boundaries.
The Business Impact of Poor First Impressions
Whether intentional or not, the silent stare has real consequences for customer experience. First impressions matter, and a greeting often sets the tone for the entire interaction. Without it, customers may feel confused or unwelcome, which can affect repeat business.
Small acts of kindness in service environments are linked to increased tips, customer loyalty, and positive reviews. A friendly face at the counter can improve mood and reduce conflict. When that warmth is missing, the business may suffer, even if the service is technically correct.
Possible Solutions for Bridging the Gap
Rather than pointing fingers, some employers and experts suggest training that meets both sides halfway. For example, companies can explain why greetings matter from a psychological standpoint. Helping Gen Z understand the science behind good service might be more effective than telling them to “smile more.”
At the same time, training should include tools for managing stress and setting boundaries. Employers can promote realistic expectations and teach staff how to deliver respectful, low-pressure greetings. A simple “hi” or “be with you in a sec” can go a long way.
Customers also play a role. Generational differences in communication are not new, and patience can ease the divide. While expectations may differ, empathy can make all the difference.
Read More: The Lifelong Impact of Kids Forced to Grow Up Too Soon
Final Thoughts
The Gen Z gaze might seem like a small behavior shift, but it reflects major changes in how we work, communicate, and relate across generations. For some, it is a sign of social decline. For others, it is a reaction to burnout and changing values. As the service industry adapts to new workers and new norms, both employers and customers will need to adjust their expectations. At the end of the day, a small greeting can still mean a lot. Whether it comes from a place of habit or intention, it signals care, attention, and respect. And that matters now more than ever.
Disclaimer: This article was created with AI assistance and edited by a human for accuracy and clarity.
