Tapping Into the Human Element: Navigating the Ghosting Phenomenon in the Modern Workplace and Home

As a Gen X'er married to a Millennial, with three Gen Z kids aged 15, 17, and 19, and our youngest representing Gen Alpha at 17 months, I've observed a fascinating phenomenon in our household - the varying attitudes towards ghosting, especially in the workplace. This trend, where individuals suddenly cease all communication without explanation, isn't just a familial debate but a critical issue in modern business. As a person who works hard to push my team to strive for the human element in all we do, we do not ever accept ghosting. I would not hire a person who had an attitude that ghosting is normal or acceptable. Our clients are very high-end and expect greatness in all our offerings, and ghosting them for any reason would lose business. This bizarre practice has grown in popularity over the years, but let's explore the who and why. 

Gen Z also is reported by the LA Times in a recent story to "tolerate ZERO friction in interactions." What this means is that if an app, customer service experience, sales environment, or employer ghosts a Gen Z person for even a short length of time, they will completely reject the brand, person, or interaction and will never return. 

Gen Z's Complex Relationship with Ghosting

My Gen Z children vehemently oppose ghosting, rejecting peers who engage in it and ridiculing adults who practice it. This includes their teachers, many of whom are Millenials. One of my kids recently said, "If my teacher, who is a grown 30-year-old woman can't get back to me then what's the point?" My child's frustration is also felt by many in her generation. Gen Z is really putting their frustration where their actions are. 

Surveys show that only 17% didn't show up for interviews, only 10% missed the first day of work, and 11% quit without notice. In fact, 69% find ghosting inappropriate, which reflects their strong stance and desire for authentic human connections. My kids and their friends enjoy face-to-face interactions, hate phone calls, and enjoy real connections. It will be interesting to see where their generation goes with this level of personal connection in both work and personal life.

Millennials and the Normalization of Ghosting

Contrastingly, my wife's generation, Millennials, have a more lenient view of ghosting. For them, it seems to be a byproduct of the digital age - a pragmatic approach to fleeting online interactions. Perhaps it started for them with dating apps. A Bumble survey illustrates this generational shift: 60% of Millennials find it acceptable to ghost if there's no immediate connection, with 51% considering it a normal workplace occurrence. 

And this is true in the sales world. According to new research from Showpad, more than nine in ten people (92%) who sell either products or services say they sometimes get ghosted by millennials especially, for no apparent reason. Many of these same salespeople in the survey said that Millineals will vanish in the sales process only to suddenly return with no warning expecting the conversation to pick up where they left it. 

Gen X: A Perspective That's Like Them, Different

Being a Gen X'er myself, I find our generation takes a middle ground. We're less likely to ghost, with only 28% of us admitting to it. Perhaps our upbringing during the analog-to-digital transition instilled in us a respect for both traditional and modern communication forms, leading to a more balanced approach to professional commitments. It could be that our Boomer parents were very stern in their approach to respectful conversation as well. I for one remember my father frequently demanding me go and talk to people in person. Gen Xers are also highly self-sufficient, resourceful, and individualistic since we have been accustomed to caring for ourselves since before reaching adulthood. We depended on community, friends, and those around us to network for survival and experience.

Perhaps we simply value a human connection differently. Or perhaps we simply were not as inundated with tech as our younger counterparts. Regardless, our small generation is less likely to "go silent" when we work with you.

Baby Boomers: Ghosting is Rare

The preceding generation, Baby Boomers, exhibits the least tendency to engage in ghosting, with just 8% admitting to such behavior. Their post-WWII upbringing, emphasizing hard work and direct communication, likely influences their preference for addressing issues head-on rather than evading them. They are also the generation that craves in-person contact are very patient about communication and will work to solve problems more diligently. This is the generation that saw more their their fair share of change. The sixties defined the era of social change, and the Baby Boomers led the charge through activism, social interactions, and freedom fighting.

Baby Boomers opened our eyes to social attitudes with a decade of riots, boycotts, antiwar demonstrations, and protests for civil rights. Perhaps these engagements along with experiencing the Korean War and Vietnam, seasoned the Boomers to take charge in communication and work more. 

The Business Impact of Ghosting

Expanding the scope to the business world, especially in sales and lead generation, the impact of ghosting is substantial. A SOCi study revealed that ghosting customers - ignoring online feedback and queries - leads to enormous losses. The U.S. retail industry alone suffers $2.4 billion in annual losses, with each store losing an average of $58,000 in sales due to unaddressed online feedback and customer questions.

Ghosting in the business world, particularly in sales, lead generation, and B2B sectors, presents substantial challenges with far-reaching consequences. The phenomenon, where customers or businesses abruptly cease communication, leads not only to immediate financial losses but also impacts long-term customer relationships and brand reputation.

Financial Losses in Retail and B2B Sectors

This neglect of customer engagement points to a widespread issue of ghosting in customer relations. In the B2B sector, while specific financial figures are harder to pinpoint, the phenomenon of customer ghosting has become increasingly prevalent, leaving businesses in a state of uncertainty and potential revenue loss.

The Role of Customer Service Experience

The importance of a positive customer service experience cannot be overstated. In today's market, customers expect prompt responses and seamless experiences. A negative interaction or lack of engagement can lead to customers abandoning a brand, sometimes after just two negative experiences. This intolerance towards poor customer service experiences underlines the necessity for businesses to maintain consistent and high-quality interactions to retain their customer base and prevent ghosting.

Generation-Specific Expectations and Challenges

Particularly for Generation Z, one of the top complaints is the difficulty in reaching a human representative for assistance, with a majority of 53% voicing this frustration. This challenge highlights the need for businesses to establish effective communication channels. Failure to address this can result in customers disengaging from the brand and seeking alternatives. The demand for quick and direct communication, coupled with comprehensive support, is crucial in mitigating the risk of customer ghosting. 

Gen Z also is reported by the LA Times in a recent story to "tolerate ZERO friction in interactions." What this means is that if an app, customer service experience, sales environment, or employer ghosts a Gen Z person for even a short length of time, they will completely reject the brand, person, or interaction and will never return. 

Addressing the Ghosting Trend

To counteract the negative impacts of ghosting, businesses and individuals must understand the underlying reasons behind this trend and prioritize positive experiences. The human element is key here. As more Gen Z, Gen X, and Boomers crave face-to-face interactions and less ghosting, Millennials will need to decide where they land on these practices. This involves improving self-service options, ensuring access to human representatives, providing direct answers, and offering comprehensive supporting content. But it will also require as the invention of AI continues to grow, face-to-face in-person interactions. This is how we truly connect with others, regardless of generation. Keep in mind for those of you who are not feeling groovy about these facts, that in a recent article by Computer World, they cite, "only 27% of Generation Z (Gen Zers) want to work remotely. They prefer to be in-person for work opportunities, networking, and advancement."

I Hear My Wife Calling

Navigating the generational differences at home, with a family tapestry that includes everyone from Gen X to Gen Alpha, can sometimes feel like a live-action case study in communication styles. Just like in business, understanding and adapting to these varied communication preferences is crucial. At home, this might mean translating a text message into a face-to-face conversation for my Baby Boomer relatives or explaining to my Gen Alpha child why it's not okay to ghost a friend.

In the professional sphere, the stakes are even higher. Ghosting, often dismissed as a mere social faux pas, carries weighty implications in business. It's not just about hurting feelings; it can disrupt workflows, erode trust, and ultimately, hit where it hurts the most - the bottom line. This impact stretches from personal rapport to the intricate dynamics of team cooperation and customer relations.

Ending on a lighter note, imagine me, a Gen X'er, trying to explain to my Gen Z kids why ghosting a job interview is a bad idea, all while my Millennial wife chuckles at our 'old-school' values. This domestic comedy aside, the solution lies in embracing the Human Element. Developing human skills like empathy, active listening, and effective communication can bridge these generational divides. Whether it's at home or in the boardroom, these skills ensure that as we advance technologically, we don't lose sight of what makes us intrinsically human – our ability to connect, understand, and respect each other's perspectives.

ABOUT THE AUTHOR:

Todd “Mitch” Mitchem has been called a beacon of human connectivity in an age increasingly defined by technology. With an innate understanding of human dynamics and a vision for the future, Mitch has always been on a trajectory towards HIVE, even if the dots only now fully connect.

Trained in psychology and with the heart of a humanist, Mitch has spent decades helping organizations and individuals harness the power of human skills in an AI-driven world. As a former tech CEO, his mission has been clear: empower people to excel in a landscape where technology and human intuition intersect.

Find our more: AHumanHIve.com/Mitch