Why Is The Customer Still Always Right?

I can still remember the first time I encountered a rude customer. She looked to be around three decades my elder, with brunette hair that was cut in a style that could only be described as choppy and blunt. She was third in line to be served at the McDonald’s where I worked when she spotted me putting parfaits in the refrigerator.

“Miss?” she called out when she saw me.

I was only there to prepare food and had minimal guest experience at that point, but I walked over to her anyway. I thought she might have a question or need ketchup and napkins. Instead, she demanded I give her one of the bottled waters that sat beside the parfaits I’d put away. I explained to her that I couldn’t ring up guests and tried to excuse myself. My kindness was all it took to set her off.

I watched in horror as her expression transformed into one of pure fury. Her face reddened, clashing with the navy shirt she wore. I can still visualize how wide she opened her mouth when she began yelling profanities at me. I could feel my heart racing as I hurried to the back of the restaurant, unsure of how to handle the angry woman.

Was I going to get in trouble for upsetting the woman? What if she tried to harm me? Would my manager believe me if I explained what had happened? I’d never dealt with someone like her before, so I wasn’t sure how to handle the situation.

I wish I could stay she was the only customer I’d encountered who treated me poorly. Throughout the years, I’ve had many people do and say rude things to me because I worked in the service industry, and they weren’t getting their way.

I don’t even get a break from work when I’m in the restroom. I’ve had customers approach me to ask me about sales or tell me that the bathroom was dirty.

It doesn’t end with words. I’ve had customers block my path with their shopping carts, touch me against my will, and once hit me with a car door. My personal space isn’t respected because I work in the service industry. If I back away from a customer, they often move closer to me. If I voice my discomfort, I often hear those three magic words, “get your manager.”  

I’ve also faced harassment because I work within the service industry. I’ve had male customers give me their phone numbers, some of them being more persistent than others. I’ve had creeps approach me and tell me things like the underwear in the store where I worked was too conservative. I’ve had a guy come into my work every day to ask me out, even after I said no repeatedly. Many of these men took advantage of the fact that I had to talk to them.

Some of them have even tried to touch me, despite it being clear that I did not consent. If I complain, I’m often met with annoyance. Managers are willing to excuse my discomfort because ‘that’s just how Mr. Whomever is.’

When I was growing up, teachers would often tell students who weren’t paying attention that they should memorize the question, “Do you want fries with that?” I can’t help but wonder if that attitude is why most people react the way they do to service workers. Many don’t believe retail and fast-food workers should be paid a living wage because service jobs, ‘aren’t real jobs.’

For years, I was embarrassed to tell anyone where I worked because of the stigma associated with service jobs. I thought they would assume that I was lazy or unintelligent. That couldn’t be further from the truth. I often work to the point of exhaustion. I simply do not know how to start a new career.

The truth is that my high school taught me very little about careers. They pushed college on me (and everyone else) as if their livelihood depended on it. I left high school unsure of what to do and feeling overwhelmed by all the career choices I knew nothing about. I would like to start a new career, but I feel stuck.  

One common insult that’s often hurled at service workers is “They’re going to replace you with robots one day.” I often wonder if the ‘robots’ will be able to withstand as much abuse as we do. I have faced so many insults and unkind words that I’m growing weary of my job. I do not get paid enough to deal with people who do not respect me and have no issue with treating me poorly.

I’m currently looking for something new, but I plan to spend awareness about the service industry until I find a permanent career.