This is important to echo, I think. In service industries (I'm most familiar with property management) there's a very real tendency for folks in today's "Grandma" range to just flap their hands and yell when asked to email instead of call, even when they get a receptionist who can take the problem down and email it in for them. But it's unreasonable to admit that they just want a person to bow and arrow and treat them specially, so it becomes an "I can't [so you have to]". And now a lot of this performative incompetency has now seeped into the general reference pool.