This weekend, my wife and I went out to get some ice cream after dinner at home. This is a fairly regular occurrence because we enjoy going to local ice cream places. You’d think that people would be more likely to be in a jovial mood when you know you’re going to soon be savoring a frozen treat. That’s what you’d think . . .
We actually hit a bump in the road when we first arrived at one of our local ice cream places because someone forgot their wallet. (Not naming names.) This meant heading back home, getting my wallet, and heading back to where we just were. In the scope of life, this could either be seen as an inconvenience or something that ruins the entire experience. We saw it as an inconvenience. Sure, it slowed us from getting our ice cream treat, but how much did it really throw off our day? We pulled into the parking lot and headed to the window to order. The line was small, but we also saw a large group of people who were milling around waiting for their orders. One of the workers leaned out the window and calmly stated, “I’m sorry several of you are waiting for your orders, but our system went down, and the tickets aren’t printing. Can I get your orders again?” She was pleasant and provided context and a solution to the problem. So, you’d expect people to respond kindly.
Not so much.
“We’ve been waiting here 30 minutes !! I can’t believe you lost our orders !!” was the first response. Several others huffed noticeably as if everything was out of sorts. You could tell the guests were extremely frustrated. At the same time, the group of teenagers staffing the ice cream stand was concerned and anxious, knowing people were going to lose their minds . . . again. My wife and I sensed too much tension, so we decided to go to another ice cream place. We were hoping for a better outcome.
Not so much.
At the next store, we were standing in line, and the guest at the counter was asking question after question, assuring the young lady trying to help her that she was being wronged. She was arguing about prices, the lack of availability of certain menu items, and why her coupons on her phone couldn’t be used how she wanted them to be used. The worker asked if she’d like to talk to her manager, and the quick response was, “I guess !! I don’t know why this is so hard !!” My wife and I were waiting patiently for our chance to order. The manager came out to try and address the situation, and the guest ignored him. He asked if he could assist her, and she was flustered and confused as to who he was. I wanted to lean in to let her know that he was the manager. He shrugged and went back into the kitchen. She finally turned back to us and said, “I guess you two should go !!” with a tone of exasperation.
My wife and I ordered easily. We paid for our ice cream, and I said, “Thanks for helping us.” She smiled. It was as if she was grateful for someone to appreciate what she did. It didn’t take a superhuman effort to say “Thanks,” but you could tell our response was an exception for the experience she regularly received.
She’s not alone. The kids at the first ice cream stand and the staff at the second one have service-oriented jobs. Their entire role is designed to take care of others. Guests ignore this. I know this is a generalized statement, but give me a moment to explain. Every person on this planet has “life” going on. Every person. When you go somewhere to get service from someone else, what you’re facing or going through doesn’t dissipate. That doesn’t give you the right to unload on those who are trying to serve you. It just doesn’t.
They’re trying to do their best. Yes, they will make mistakes (just like you do). Yes, they will have technology fail (just like it happens to you). And they have life stuff they’re working through themselves (just like you). The people serving you are people – and you’re a people too. We need to remember this. It’s astonishing to me how so many people spend hours and hours complaining about service while ignoring that they are blessed to be in a position to even do things like go out to eat, stay at a hotel, receive medical care, or have someone help them during a crisis situation.
How much different would the world look if we acknowledged and recognized those who give us the gift of service? If people would pause, breathe, and then thank someone for all they do, we’d see the good in others instead of the errors made. When someone stumbles, if we showed patience and grace instead of lashing out and losing our temper over something that is truly minor, we’d be thankful for what we’re receiving.
When I started as an HR pro for a restaurant chain 20 years ago, my peers all bemoaned how difficult and challenging it would be. The service industry is thankless, they said. They were wrong. It’s the best industry I’ve ever had the pleasure to work in. I am privileged to work alongside those who serve for a living. I see how people treat them while they’re trying to make sure you have a great experience. I am in awe of how resilient and forgiving they are even when they hear complaint after complaint.
This week, do me a favor and reset your approach to life. I make sure to thank everyone who is in a service role every time I interact with them. Every. Time. No exceptions. This is true even if my experience hasn’t been the greatest. It takes no effort to be someone who gives encouragement. Doing this sets a different tone for folks. Someone knowing they’re seen, heard, and valued for providing a service is a difference maker. Be someone who knows that you’re a recipient of the gift of service. It matters. Let’s do it and change the world !!
