After a demanding Memorial Day weekend at my job, the chance to relax my aching feet and dedicate time to writing this piece feels like a welcome respite. The pleasant weather combined with the federal holiday resulted in an unusually high volume of customers at our cafe, leaving us constantly struggling to keep up with orders. As I delivered sandwiches and coffees to customers, I made an interesting observation: I could almost immediately discern whether they had previous experience in the Service Industry.
It was always preferable to serve those who had. They exhibited patience and understanding, unfazed by the extended wait times for their orders. They greeted me with genuine smiles and expressed their gratitude. Conversely, those lacking service industry experience often met me with visible impatience, sometimes even rolling their eyes. This distinction has been a recurring theme throughout all my service industry jobs, and if you’ve worked in this sector, you’ve likely noticed the same pattern. My work history includes making pizzas at Little Caesars during my sophomore year of high school and scooping popcorn at a movie theater in my junior year. Regardless of the specific service industry role, certain telltale signs consistently reveal a person’s work history.
Those with a service industry background generally don’t react negatively to situations that are beyond your control. At the movie theater, when ticket prices increased or a particular movie sold out, these customers understood not to direct their frustration at the employee behind the counter. However, others, frequently those who appeared more affluent, readily voiced their complaints to me. I vividly recall being subjected to verbal abuse on a humid day simply because the salt in our shakers was too clumped due to humidity.
Despite the unpleasantness of being unfairly criticized, these experiences offer a valuable lesson: no one is inherently superior to another. External status and personal identity become irrelevant when you’re united by the shared experiences of cleaning restrooms and dealing with difficult customers. When you wear that uniform, some customers unfortunately perceive all service industry workers as the same, often with disdain.
However, it’s important to avoid hasty judgments. It’s easy to become “that customer” if you haven’t personally experienced the receiving end of such negativity. My straightforward solution to cultivate empathy is simple: everyone should spend some time working in the service industry. Even a brief stint can significantly alter your perspective of the world.
You begin to see individuals beyond their work attire and the often unflattering uniform they are required to wear – a realization that is hard to grasp until you’ve been in their shoes. You understand that simply because someone is “on the clock” while you are not, it doesn’t make you superior. They are all individuals striving to earn a living, not merely present to simplify your day. After my shifts, I pursue my writing, a coworker dedicates time to band practice, another works on their startup, and the cashier at your local grocery store harbors their own aspirations. Once you recognize their individuality, it becomes challenging not to treat them with greater kindness.
Working in the service industry also fosters understanding and patience. Is your food order taking longer than expected? Trust me, the staff is aware. They aren’t intentionally delaying your order. Customers often don’t see the influx of online orders that preceded theirs or the short-staffed kitchen struggling to keep pace, unless they’ve been in that demanding position themselves. Once you’ve personally made a mistake and had to remake an order, you become far more forgiving when it happens to you as a customer.
This is because empathy is a far more powerful emotion than sympathy. A sense of solidarity develops among service industry workers due to shared experiences and challenges. We tend to tip generously because we understand the financial impact of receiving little to no tips. I’ve asked coworkers across my various service industry jobs if they started tipping more after joining the sector, and the response has been overwhelmingly affirmative. This has certainly been my personal experience.
The topic of tipping is particularly relevant now because the pandemic has shifted the cultural landscape around it, leading to public concern. A wider range of businesses are now requesting tips, and some customers are resisting the idea of providing extra compensation for roles they perceive as less demanding. While I understand this viewpoint, I respectfully disagree. If my opinion holds any weight, I advocate for tipping as generously and frequently as your budget allows.
Tip in various situations and establishments. I will even leave a tip at the McDonald’s drive-through if I have spare change. This isn’t because I believe working at McDonald’s is exceptionally arduous, but because I recognize that dealing with some customers can be. I recall the intense rush at the movie theater during the opening weekend of “Dune” and the rude behavior many customers exhibited towards staff due to wait times. I was on the verge of quitting until a modestly dressed man gave me $2 and encouraged me to persevere. I still remember his face and the positive impact his simple act of kindness had on me.
Don’t view these tips merely as compensation; instead, consider them your daily act of kindness. Be the positive contrast to the unpleasant customer who preceded you, because unfortunately, they are never in short supply. Be the memorable face that an employee will remember fondly. While ideally everyone would experience working in the service industry, if you haven’t, make a conscious effort to treat every service industry worker with the same respect and understanding as if you had.
Jack Brady is an Opinion Columnist writing about American politics and culture. He can be reached at [email protected].
