In a previous Marc’s Musings, I talked about inefficiencies in fast food, airports, and TSA. Now, I want to shift gears and talk about a possible solution—one that taps into an incredible, underutilized resource in this country: our senior population.
We have a remarkable group of seniors in the U.S., and yes, I’m one of them. At 74 years old, I’ve seen a lot in my lifetime. After serving in the military, I spent 47 years in mortgage banking and financial services. In that time, I’ve worked with all kinds of people—some who met their goals, some who fell short, and some who just kept pushing forward, because that’s what America is about: striving to do better, to create opportunities, and to make the most of what’s available.
But here’s my idea: What if businesses started looking to seniors—those who are still mobile and eager to contribute—to help fix the operational inefficiencies we see everywhere? I’m not talking about seniors who are ready for full retirement. I’m talking about the countless retired professionals who have spent decades managing businesses, overseeing employees, and fine-tuning operations. Many of them still want purpose in life, and some wouldn’t mind making a little extra money doing something meaningful.
So why aren’t businesses utilizing these people as operational consultants?
Think about it:
- TSA: Bring in former business leaders who understand logistics, efficiency, and customer service. Let them streamline security processes and create consistency across airports, which by the way, does not exist.
- Retail Stores & Fast Food Chains: Seniors have spent their lives as customers; they know what works and what doesn’t. Let them work with management to improve service, reduce wait times, and enhance customer experience.
- Banks: Have you noticed how a 25,000-square-foot bank now operates with only three employees? Everything has moved to automation, but the customer experience has suffered. Seniors could provide insight into how to balance technology with human service, ensuring customers get their questions answered efficiently instead of navigating endless automated prompts.
- Call Centers & Customer Service: One of the biggest frustrations today is trying to talk to someone who doesn’t understand you. I know I have a Southern accent, but I also know when someone on the other end of the line has no clue what I’m saying. Why not improve the system by giving customers an option to connect with a representative who speaks their preferred language fluently? Whether it’s English, Spanish, German, or Russian, businesses should prioritize clear communication. This comment may seem out of sync when talking about seniors, but many speak multiple languages.
Seniors have spent years dealing with these inefficiencies as consumers. Now, they could help businesses fix them from the inside. They know what frustrates customers because they’ve lived it. They see the problems that employees might be afraid to mention to management. And most importantly, they bring wisdom, experience, and a practical approach to problem-solving—something that’s sorely lacking in many industries today.
As I continue Marc’s Musings, I’ll keep pointing out the flaws I see in business operations, customer service, and workforce management. But I won’t just highlight the problems—I’ll keep bringing up solutions. It’s time we rethink how we use the talent and experience we already have in this country. If businesses want to improve, they should start by looking at the people who have spent a lifetime learning what works and what doesn’t.
Just my thoughts for today—what do you think, Business Manager?
—H. Marc Helm
