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Hospitality Matters: Building Connections through Empathy and Kindness

cagataykaaneren

Updated: Aug 2, 2024

In today's fast-paced world, where convenience is at our fingertips, it's easy to lose sight of the value of kindness and patience when interacting with service workers. I recently had an eye-opening experience at Starbucks that highlighted the challenges faced by employees in the frontlines of the service industry. This blog aims to shed light on the importance of treating employees with respect, the difficulties they face, and how our actions as customers can shape the work environment they operate in.


Hospitality is the cornerstone of exceptional service and the foundation of memorable experiences. It is through acts of kindness, patience, and understanding that we can create a welcoming environment where both guests and service workers thrive.


The Impact of Rudeness and Impatience:

We have forgotten how to wait. We have forgotten that sometimes we need to wait a little longer to achieve something. And this forgetfulness has turned us into rude individuals. The service sector is going through challenging times, especially when it comes to finding people to work. Of course, there are many reasons for this; it may be that people don't want to work for low wages and endure poor treatment.


Today, I will share a situation that happened to me at Starbucks. An Uber Eats driver got into an argument with the barista because he had to wait longer than expected. He kept talking and wasting the barista's time, causing further delays. It's an interesting irony. He didn't want to wait too long but ended up prolonging his own wait by engaging in a verbal dispute. Of course, the barista and other customers were frustrated, thinking that the day shouldn't have turned out like this. Starbucks was really busy, with both the drive-thru, mobile orders, and customers coming inside. The number of orders was incredible. Even I got momentarily distracted by the order-printing machine. Now, if he had been a bit more patient and waited for his order, what would he have lost? I believe nothing, and moreover, it wouldn't have embarrassed both the barista and everyone present there. I can almost guarantee that the barista contemplated resigning or questioning why they were working there.

I would like to share an example from my own experience. While working at the front desk, a guest came in angrily, trying to explain that his card wasn't working. But the way he described it and accused us made it seem as if he believed we were intentionally doing this or trying to steal his money. Of course, after apologizing politely, I immediately asked for his old card to deactivate it, and when I saw the card, I couldn't believe my eyes. The card he had been trying to use was a DC Metro SmarTrip card. Once again, I kindly explained that the door wouldn't open with that card and that I could provide her with a new one. She was taken aback, and her facial expression changed. Without saying a word, she headed towards her room. If I had been having a bad day or experiencing burnout, it could have led to very different outcomes.


In these situations, it's essential for us to remember that our actions and how we treat service workers can have a significant impact on their well-being and the overall atmosphere. Patience, empathy, and kindness go a long way in creating a more pleasant environment for everyone involved. Let's strive to be more understanding and considerate, recognizing that waiting a little longer or extending a helping hand can make a world of difference to those who serve us.


Creating Positive Change:

If we want to address this issue and ensure a more welcoming environment for both customers and service workers, it is crucial that we collectively make a change. Here are a few ways we can contribute to a positive shift:



* Practicing Empathy: Put yourself in the shoes of service workers. Recognize the challenges they face daily and treat them with kindness and understanding.

* Exercising Patience: Understand that delays and mistakes can happen in a busy environment. Instead of reacting with frustration, exercise patience and give the workers the time they need to provide quality service.

* Showing Appreciation: A simple "thank you" or a smile can go a long way. Acknowledging the hard work and effort put in by service workers can boost morale and create a more positive atmosphere.

* Advocating for Fair Wages: Support fair compensation for service workers by advocating for higher minimum wages and better benefits. Recognize that the work they do is valuable and should be adequately rewarded.


Conclusion:

Our actions as customers have a direct impact on the well-being of service workers and the service industry. By choosing kindness and patience, we can contribute to a more positive work environment, making it easier for businesses to attract and retain front-of-house employees. Let's remember that everyone deserves respect and understanding, regardless of their job title. Together, we can create a world where the "I DON'T WANT TO WAIT LONG" mindset is replaced with compassion and appreciation for those who work tirelessly to serve us.

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