The Willamette Week’s feature this week coincidentally–no, it’s not ironic, mind you–touches on a topic I’ve been thinking about the past few days. Specifically, the article is about the disparity between the amount a college graduate makes when they’re in the workplace and the amount they owe for their education. Generally though, the article gets at the fact that the job market is not really set up to provide wages that allow for a decent standard of living.
My parents are often urging me to find a real job, something with a salary, with benefits, retirement, etc. I tell them, they are not really out there, the way they used to be. Just get your foot in the door, my mom says, and then you’ll be able to work up to it. But, they don’t want your foot in the door, I tell her. Salary, fine, a job might provide, but health benefits? This is such an outrageous cost for any business–a cost that is guaranteed to rise year after year–that they offer it to as few as people possible. I’ve talked to people with “real” jobs in this town, like Adidas, and they confirm this. Businesses want part time, three quarter time, free lance: they want dispensable workers who they don’t have to entice with insurance or benefits. And in Portland, that is quite easy to find.
So I, like many in town, have been working in the service industry ever since graduating from an elite liberal arts college, my English Major in hand. (Actually, I did work a few months for some manipulative non-profit types at a local theater company where they took full advantage of me and payed me shit and at a call center making reservations for state parks). Soon enough, I realized I could work less, make more, and have way more flexibility working in a coffee shop, The World Cup*. Then I realized I could make even more, working the same, with the same amount of flexibility busing tables at a fancy restaurant in town.
I began to get a tick while at the coffee shop, something I couldn’t quite identify. I developed a strong feeling towards some of the customers, a very deep seated intense feeling that I hadn’t felt in such a pure way. It wasn’t until I began busing tables at the restaurant that I realized this feeling was absolute hatred for the human race. Once I identified this feeling it gesticulated to the point where if a gunmen had come in and opened fire, I would not race to cover the innocent patrons, I would not race to remove myself from the building: I would laugh maniacally like a four year old watching a roman candle. It took some time from when the feeling first fully set in until I was able to vacate the job, but I knew that it was absolutely necessary for my soul.
I never wanted to work in service again after that job, but circumstances allowed for me to get a job at The Fresh Pot**. The Fresh Pot was, is, and always will be my favorite coffee shop in the world. It has always been home to great people providing a great product with great service and a clientele that reflects this. We have a great customer base who are incredibly kind and considerate, tip well, and are genuinely friendly and often times, friends with the staff. Of late though, as the street, Mississippi Ave is overtaken with boutiques and condos, the customer base is shifting some. Weekends are a whole different scene from when I started nearly four years ago. The weekend customers are not the neighborhood folk, but more like those from the World Cup, o so many years ago. The customers demand more, tip less, and are genuinely less friendly.
These new folk have got me thinking some about the nature of customer service. There are those–Eternal Assholes, let’s call them–who will always make every aspect of life difficult. Expecting these people to behave differently is like expecting the sun to rise from the West. And then, I believe there are those who simply don’t understand the way the system works. There are plenty of people who’ve never worked service jobs before and don’t understand the dynamic. I also believe there are plenty of people who get uncomfortable when outside of their regular routine or environment and react to the discomfort by becoming more defensive and less friendly. So for any of these folk–good, kind people who just don’t really know what is expected of them in a coffee shop specifically, or any kind of service situation generally–I would like to offer a brief rundown of proper etiquette.
1) When someone greets you, greet them back. Sure, it’s cursory, seemingly unimportant, seemingly superficial, but hey, that’s what separates us from the savages, is it not? Someone says, “How are you?” You say, “good, thanks.”
2) Ask for what you’d like, such as “I would like a large coffee,” or “I will have a large coffee.” Saying, “Give me…” sounds abrasive and demanding.
3) The amount of time between when you place your order and when your drink is ready will vary depending on a) the complexity of your order and b) the number of drinks ahead of you. Keep this in mind. If it’s real busy and you order a latte–or similarly at a bar, a complex mixed drink–the next drink placed on the counter is not yours. It simply is not. Just be aware. If you ordered a coffee, it will probably be ready soon.
4) The transaction is a mutual benefit to both the customer and the business. We are providing a good or service that you need or want; you are supporting the business through your patronage. Personally, I believe “Thank You” should be said on both ends at some point during the transaction. But, “You’re Welcome” should not be said by either side, especially the customer. You are choosing to patronize the business and so you are free to decide not to continue going there in the future. But it is not a charity, you are not donating to a cause: you are having a need met.
5) Remember what you ordered. If you ordered a large latte, then the small caramel latte is not yours.
6) General rule: If they take your order at the table, then they will bring you your food and clear your plates. If you order at a counter, they may bring you your food/drinks, but you will need to bus them yourself. If you’re unsure, ask someone. Where do you want this? If it’s a coffee shop, bus your own table.
7) If you see someone being real jokey and kind of rude with the employees and they are all laughing and you think, “I can do this too!” You can not. Charm is not quantifiable and some people are able to pull off behavior that, when coming from someone else can seem quite rude or inappropriate. It’s like watching Michael Jordan jump from the free throw line and dunk the ball and think, “I can jump, I can hold a basketball: therefore, I can do what he does.” Some things are beyond explanation and this must be accepted to succeed in life.
8) Do not sit at a table in a business establishment if you have not bought anything. If it’s busy, put your bag at a table and get in line like everyone else. And, real important here, if you do sit at a table and buy nothing, do not act surprised and/or offended when someone asks you to please order something. Should there be more public places in this country? Sure. Should private business owners lose customers in order to subsidize free public space? No. Tables are for customers. If you’re not a customer, really, seriously, what are you doing there?
I am sure I will have more to add to this list soon. And if you, Dear Readers, have anything to add, please do. It’s an important list.
*Here’s an article my friend Justin and I wrote for the Portland Mercury about working at the coffee shop, which is located in a super fucking green building in town, home to all sorts of environmental organizations. Did they use loads and loads of paper cups for their dumbass drinks? Well, read the article.
**Here’s the trailer for the awful movie that was filmed in the shop two summers ago. It stars Morgan Freeman and Greg Kinnear and is filled with bad sex and hot lesbian action. That is not a joke.