The series continues with some highlights from my latest summer jobs:
15) Chill the F*** Out
This piece of advice, while a little rough, has become my mantra over the last year and a half. My junior year was the most difficult round of college I've had to date, and smack in the middle of all the stress and break-downs and crises a fellow student turned to me one day and gave me this gem: "Robyn, you just need to chill the f*** out."
Life changing. Not even kidding you. "Chilling out" was not really in my vocabulary back then. I tend to overload myself, especially at work, and there are many high-strung moments that I am not proud of that could have easily been solved had I just taken a few breaths, realized it wasn't the end of the world, and gotten back to work with a smile on my face. Case in point: at the beginning of the summer I was having a lot of drama in both my jobs with adjusting to my new coworkers. In my over-eager attempts to prove I was a good worker I focused too much on learning my job correctly and not enough on the environment I was in. As a result I came across as serious, aloof, and even kind of bitchy to my fellow workers as I raced around them, cleaning and laboring and cursing them under my breath when they got in my way. It's no wonder, then, that after a few days at my department store job I was still sitting alone in the break room with no one to talk to. And no wonder that at my fast food job I was having trouble connecting with those around me, the majority of whom liked to joke and have fun and couldn't understand my introverted work ethic.
I wasted a week or more in my "no friend" zone until I finally tried CHILLING OUT--allowing myself the time to relax at work and talk with coworkers, laughing at jokes and even offering some of my own. The transformation was instantaneous, and from that moment on I came to like my coworkers and be liked in return. By the time the summer was over the majority of my coworkers had developed into family; the quirky kind of family every good job breeds when good people spend hours laboring together. I wanted to cry as I hugged them all goodbye come September and it was difficult for me to remember why I ever thought any of them hated me when I started in May. I believe in the power of "chilling out," and knowing how to relax and be yourself at work is the first step to having a great experience there.
16) Socks are serious business
My first department store job taught me a great deal about the way people shop. I had to learn fast that customers come in all kinds and that every product, no matter how silly, has a customer somewhere in the world who would love to rip it off the shelves. There is something ego boosting about finding exactly what you want, claiming victory over it, and getting to take it home with you. Therefore, shopping is no laughing matter.
While I was sorting neckties in the men's section at Ross an older man approached me with his wife and asked if there were any knee-length dress socks in stock. I walked with him to the back wall where all the men's socks hung and helped him look, knowing in my heart that I knew next to nothing about socks and assuming (wrongly) that this wouldn't be a problem. The next ten minutes went something like this: I would point out a package of socks at random that seemed fairly knee-lengthy, the older man would shake his head gravely, and his wife would tsk in the background. Point. Shake. Tsk. Point. Shake. TSK. After a while the couple's agitation grew until the man finally burst: "Don't you know ANYTHING about socks?"
I felt like I'd been slapped. Was he serious? Was it a crime to not know anything about men's socks? How would HE like it if I asked him about women's hosiery? Briefly I considered being a smart alec and replying with: "Why yes, I actually graduated with a Masters in Men's Socks at college last spring--let me direct you to my professor and he can answer all your questions." Instead, I admitted that I didn't know much and offered to find him my manager. The man replied, a little snarkily, that he would just take his business elsewhere, and he and his wife marched through the automatic doors with a whoosh.
This experience taught me something about serious shoppers--they don't like being taken lightly. From that day on I treated any customer, whether it be the woman who destroyed nearly every package of men's briefs looking for the right size for her teenage son, or the children who trashed the backpack aisles scrounging for the bag that would define them at school, or the frazzled lady hunting down giant welded lawn ornaments, with respect and dignity. No matter how much I wanted to shake them.
17) A customer's reality IS reality
It doesn't matter what your intentions are; if a customer's perception about something you do
is bad then their overall experience is tainted, no matter how good the
food or service was before the "incident." I've been in food business long enough to know that you shouldn't clean up a customer's table as they are getting up to leave. This can be perceived in several negative ways--if you're a waitress and waiting on a tip, they may feel akin to roadkill being circled by a vulture who couldn't wait to swoop in and take their meat. If you are just bussing the table they can feel irritated that you are in their way, or put-out that you treat them like another dirty table, or, for a few, guilty about the mess they are leaving behind that you've made them extra-aware of. You wait until they're gone, or offer to take their plates or trays as they empty during the meal.
Customers have a couple of quirks like this. You don't hand out a drink with the straw partially or fully unwrapped, or they will think you took a sip of it first. You don't ever tell a customer their total is "six six six" when it comes to $6.66. Most people associate this number with evil, and will subtract or add something from their order to change the total. (I always say: "Six dollars and sixty six cents.") Don't ever take a customer's plate of food or cup to the kitchen if they ask for a refill or a change on the order. Bring them a fresh plate or cup, or they will suspect that you did something to their food while it was out of sight.
Be aware of what your customers are perceiving and take it seriously. They'll appreciate it.
18) Make sure the window is closed
There are few moments more embarrassing than when I forgot to close the drive-thru window and said something stupid within a customer's earshot!
19) Don't swear in front of customers. (Don't break into song either, unless you are prepared for weird looks)
20) No one walks alone
I am a firm believer in the buddy system. If one of your fellow coworkers gets off the clock at the same time as you and you know they don't have a ride, especially at night, don't let them walk alone. Give them a lift, and don't be afraid to ask for one if you need it.
21) Flirting
Every food service job I've had, without exception, has included some form of flirting. Whether it's coming from customers or coworkers, serious or joking, it is something you'll have to deal with. At Taco Bell the majority of what could be perceived as "flirting" came in the form of harmless pranks--filling each other's pockets with sauce packets or ice cubes, food fights, water fights, rearranging one another's station, etc. But a few of my coworkers ran into what we call "creeper flirting," which included stalking, cat-calling, asking for a phone number "for a friend," asking for favors, asking for hugs, and even sneaking a quick picture from a cell phone.
Be aware of this kind of stuff. Use the buddy system, tell the manager if you're getting a really creepy vibe, and don't be afraid to report someone who won't quit. Safety in numbers!!
Until next time--to be continued...