You are waiting in line for your grande triple-iced latte, and it feels like an eternity since you ordered. “I’m not an impatient person, but this is getting ridiculous,” you tell yourself with a sigh. However, with one scan of the room, you can see that the baristas are overworked, understaffed and facing the irritation of every person waiting. Customers need to check their lack of empathy and respect food service workers more. Increasing this respect is necessary to lessen the current labor shortage and create a better working environment for all employees.
Empathy is the greatest trait I have garnered after many years as a corporate coffee company barista. My experience has revealed the best and worst of customers, and unveiled the immense disrespect directed at minimum wage workers. Long lines and mistakes with orders can test even a saint’s patience; and yet, frustration is no excuse to be rude.
More than two-thirds of current and former restaurant workers say that disrespect from customers is a factor in the industry’s labor shortage, according to an Aug. 2021 report by Black Box Intelligence. Unfortunately, minimum wage workers have faced abuse from customers long before COVID-19 and the pandemic has not helped. However, those same customers who call us names when their latte is late wonder why food workers have left for better jobs or have requested higher wages. According to the Bureau of Labor Statistics, by the end of April 2021, job openings rose to an unprecedented 9.3 million. Employees, especially food and retail workers, refuse to be belittled and exploited for a paycheck they are struggling to spread over two weeks. The fast-paced assembly line spaces that have been created have even the nicest people forgetting to say thank you. However, it is not necessary for every customer to be angelic. In fact, many days a simple smile or expression of genuine interest changed my entire mood. You would be surprised how easily people forget the humanity that exists in those serving them.
Commodities of everyday life, like the food on your table, local transportation and waste management, are fueled by low wage workers. Improvements such as better benefits and higher wages are long overdue, but a great step towards better working conditions is respect from customers.
Empathy is a skill, and when I find myself irritated with long wait times, I remember what the other side can be like. The employees are most likely working against unfavorable odds trying to serve you; say thank you and be patient. There is a joke at my job that if you are overwhelmed and need to cry, just let a manager know. So, the next time your dinner is taking too long, or the employees seem desolate and tired, remember that patience is essential. This is a necessary reminder that I hope stays with you through each morning trip to Starbucks and family outing to a local restaurant. Minimum wage workers are the backbone of America, and you rely on them more than you know.