I often hear people complain about retail clerks and servers, saying things like, “they have no business being in the service industry!”
I have to admit that my gut reaction is to take the side of the clerk or server. I’ve certainly received bad service before–some instances even made me angry–but, for the most part, if I get what I asked for and get out of there in a reasonable amount of time, then I’m happy. I don’t care if you make small talk with me or smile or even look me in the eyes. If tips are involved, then I might give more for super awesome service, but I’ll always leave something decent, even if the service wasn’t spectacular.
I know people in the service industry who agree with me, and people in the service industry who expect a very high level of service at all times. So, I don’t think this boils down to whether a person has experience working with people or not.
Perhaps my own opinion is shaped by my dislike of working in the service industry. It’s not that I dislike people. It’s not even that I dislike serving people. I just hate the fakeness there where you can’t tell someone they’re acting completely unreasonable and rude. And calm as I may be, I have some serious Soup Nazi tendencies. It’s all I can do to keep myself from yelling at people not to step up to the circulation desk unless they have their library cards ready to go. I mean, why are they always surprised when I ask?!
I guess the other thing is that I realize most people don’t choose service jobs because they had their choice of anything, and that’s what they wanted to do most. I mean, I didn’t work at Bed, Bath, and Beyond my freshman year of college because of my love of bathroom design. It paid the best and that’s who hired me. The jobs I’ve had since then have all been pretty sweet. It’s a relief to me that I no longer have to sell anything. But, in nearly every job, I’ve still had to work with the public, and though I don’t think people on the whole are evil or stupid, they are annoying. So, as much as I admire those people who can put on a happy face and serve with a smile, I’m understanding of those who don’t or can’t.
So, tell me. What kind of service do you expect, and how are your views shaped by your own experiences working in the service industry?
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Great post idea. I worked in the restaurant industry for about 8 years or so. I went from fast food, to sit down dining, and up to management and out of state training to open the newest restaurants. Hostessing, bussing, expo(in the kitchen), muck (which is where you help the dishwasher out) … I did everything I could, well everything I was told to do by the big guy – because when you’re a manager, you do EVERY job. Any job that is falling behind when it gets busy? You get to help. Anyways, I was actually in the process of writing a book about my experience in the industry and how many stories I had from it. I literally could not go a day without something happening to me that warranted going into a book. Going through all that, gave me a LOT of respect for even the worst of servers. It could be the worst day of their lives and they couldn’t get out of work. So they have to put a smile on their face and just do the best they can. I don’t give less than 30% tip, no matter how bad the service is. If you rocked my world? You’re getting at least 50%, and if I can afford it, more. Servers pay their bills with that money, and a $2 tip is not going to help cover them. People don’t realize the servers also have to pool their money with hostesses, bussers, and bartenders usually. The saying that I like to live by always assume somebody needs the money. You never know who’s day (or monthly bill) you might make. (And I can tell you it’s pretty hard to want to be sweet to your next table, when the previous left you 20 cents as a tip because of ingnorance). So would you want to be that next table?
WOW, sorry for the length. I had to vent I guess?
I was a waitress for a few years so I tend to be more patient with slow waiters and waitresses than most of the people I’m around.
Truth be told, I don’t know what I “expect” out of the service industry. I’m always willing to give the benefit of the doubt; if something isn’t right, or the service isn’t great, I usually won’t hold it against them. I mean, they’re working and people are entitled to make mistakes. I guess I’m pretty easy going about all that stuff, and it really bugs me when people are super uptight about their service and get really upset when things aren’t perfect.
You’re right, people are annoying. I always try to be nice to service people and like yourself, don’t get all bent out of shape if they dont make eye contact or small talk. I used to work in the casino industry where peopel felt like they were owed everything. It was really hard for me to be nice to them. If they really made me mad I would put whatever they wanted at the bottom of the pile or deliberately take longer to see to it. I was called some crazy insane names but it didn’t bother me. The service industry is a hard one to work in and I just try to remember that.
As a social anxiety sufferer the worst type of service for me are those that CONSTANTLY keep asking you if you need help or if there’s anything else you need. JUST LEAVE ME ALONE ALREADY! I know they are trying to help, but it bugs me. I think that what we expect out of servers differs a lot from person to person, so it’s always difficult to find the right balance.
I worked the front desk of a classy spa where I was constantly harassed by not-so-classy customers who felt simply entitled. My boyfriend is a waiter. Both of us have the highest respect for anyone in the service industry because, let’s face it, it’s truly no fun pretending to be nice to anyone when you are having a crappy day.
My parents both worked their way through college as waiters, so they raised us to always tip at least 20% even if the service was pretty bad. If the service was wretched, as in consistent wrong orders or something like that, then they would politely speak to a manager to ask for a different wait person, then things would be fine. I had some friends who would try to leave a restaurant with scanty tips, and it would drive me crazy, so I refused to go out with them anymore until they fixed that. Everyone deserves respect.
I’ve worked in the restaurant industry on and off for about five years now. It definitely changes your perspective on servers in restaurants I think. I think I’m pretty good at telling whether something is slow because of the kitchen or because of the server and I tip accordingly. I never leave no tip, but I definitely leave a larger one if I’ve had excellent service compared to mediocre service.
My XBF used to never give any respect to a service worker. He was outright rude to them even if they were nice to him. It used to really make me mad. He acted as if they were lower than him. I personally always try to be friendly and generous with tips (you know, take the high road-be the better person) even if the service was bad. You never know the persons situation or what has happened to them that day. I try to give the benefit of the doubt. Besides, I’m a huge believer in karma. If I was rude I’d probably get in a car wreck as soon as I left the restaurant! haha
I’ve only spent a small bit of time in the service industry, that time being in sales. I worked for a misses clothing store. I always tried to remember to present myself with a smile. You never know how that small smile will affect someone’s day. I’ve had people smile while they are serving me and sometimes it just makes your day. I enjoy a good smile.
The only complaint I have about the service industry is the pushing of sales, but I do realize the point is to sell. I’m talking about attacking a customer when they first enter the shop, even when you can tell they do not want to be approached. I mean I would rather let them browse a bit and then after a while, offer my services when I think they might be needed. I hate when people approach me and I’m just browsing and shopping on my own. But I understand where they are coming from, literally.
I usually tip well just because I know it must suck to work in the food industry. I steered myself away from the food service industry while I took jobs over the summer, in between school semesters. I’m a coward I know it. But I’m not ultimately a people person, which is why I’m going into a field where I get as little of that as possible.
After working in customer sevice (I worked at a party-supply store for 5 years) I am completely empathetic to any cashier/customer service associate I come across…
I know the pains of dealing with customers who want to argue over a sale that will save them all of 15 cents. It can drive you mad! So whenever I encounter a cashier, I make sure to ask how they are doing…and I’m pretty sure they can tell that I’ve been there, too.
It’s a weird situation. I know what it’s like to work in the service industry and how much I resented doing so, but I also know what it’s like to be on the receiving end of bad service, Ultimately it’s a two way street – I say don’t treat people serving you badly and they in turn should respect you. It doesn’t always work that way but it SHOULD…
I expect at LEAST a friendly server. I choose not to be in the service industry because I, like you, am more soup nazi than happyhappyjoyjoy when I’m serving people. But I figure if you choose to work in the service industry – you should choose to do it well and be happy. :)
I have been in both situations.
I’ve been so annoyed with service I’ve been given whether it be in stores or restaurants, but I’ve also worked on the service side.
I work at a pool, and sometimes have to sit at the sign in desk. Which is SO. ANNOYING. It’s a private pool, and it’s so obvious that it is, but people come from all over the freaking city trying to get in. Explaining things to some people is ridiculous. People just don’t listen and it’s so hard to continue being professional.
I have always been pretty respectful of people in the service industry especially since I worked at T.J. Maxx for a year and a half. I would say I’m not a people person, but I go out of my way to be nice to people because that’s how I would want them to treat me. Besides, if you treat people like crap there’s a better chance that they’ll be rude in return. The only time I’ve really gone off on somebody before was when I had sent my laptop off for repairs at Circuit City and was told the repairs would only take a week. During that time I had final projects due and of course I left all of my information on my laptop so I couldn’t access it until they gave it back to me. Welllllllllll, fast forward a month and they were giving me the run around about when I was going to get my laptop back still. I was furious especially since I had to talk with several different managers and a technician down in Georgia who was “working on it.”
I ended up causing a huge scene in the store when I confronted the manager about the shitty service and he had the audacity to pretend like he had never spoken to me before- even though I had 3 days prior. Anyway, I threatened to call the Better Business Bureau and his superiors if he didn’t return my laptop or give me a brand new one before the next Sunday. He ended up giving me a new laptop.
Currently, my only work is in the service industry, and that includes tending bar and a little retail. Coming from this perspective, I always tend to tip well and treat salespeople and servers with respect. I love tending bar, even if sometimes it gets out of hand. I have to say that sometimes I am disappointed in people. Recently I went out of my way as a bartender, making jell-o shots for an event. One of the planners of the event went the whole night without tipping a thing, he also made me press him to get payment. Because he brought in a lot of business that night, I am willing to give cut a little slack, but I was certainly not impressed.
I can’t really say if it is because I know how much tips mean or if it is because I live in a tight knit community where most servers and bartenders are my friends, but I tip at least a dollar per drink and at least 20% on food service, and if the service is great or if the person is great, I’ll tip more.
I was a barista for five years. One of those years I worked at Starbucks, it was rough. All the customers were very rude. Now I am so much nicer to the people behind the counter, even if they mess up my drink.
I have to say that I have high standards when it comes to service and it has to do with my years of experience in retail and in the food industry as a waitress. If they take an extremely long time to take my drink order when I first sit down (and I’m talking 15 minutes) then I have a problem. Or if a retail person is giving me attitude at a store when I ask a question, I have a problem and I have no issues about telling them about it.
However, I am also much more paitent and calmer then most, and try not to be rude to them out of curtousy, because I know how it is. I have been yelled at when it wasn’t my fault (because they told me they want this and then when I get there they changed their minds, but play it off like it is all my fault), I have been cursed at when someone can’t get their way, and I have been tipped badly. But I have had the other part of the spectrum as well. Overly tipped (by a 100 bucks), wonderful customers, repeat customers, and been promoted to management positions.
Okay, there was an incident when someone had too much Saki and stared hitting on me. I was being polite, but when he started grabbing me I drew the line. The line was me dumping soy sauce in his lap and calling a cab with out his knowledge.
I am so glad I don’t work in retail anymore.