Poor service

why does it seem that every thing, every industry is poor in service?
you need to wait wait wait, and obey the so called rule...

After complaining about banks, travel agent, taxi, ...(what else Im not satisfied with?)
I give you GNER.
Actually the staffs I met before today are nice and friendly.
Is that because they are old gentlemen???
The one I met this time is a mid-age woman who has absolutely no patience. (why? it is supposed a service industry!)