From the moment I was sixteen I've only been working in the service industry. I've only had experience as a lifeguard at a water theme park, selling suits for a Japanese company and being a waitress from each end of the spectrum of a small cafe, to a Bar & Grill and two very established hotels. While a large component of service comes from experience, which means I am still far off, consciously deciding to pursue this industry as my dream career has got me thinking and this is what I've come to realise.
1. Thy Customer is Always Right. Contrary to the growing belief that the customer is NOT always right, they are. Or at least we have to ensure they believe they are. When someone is dedicated to providing good service (and maintaining a business), the customer is always right simply because they are the source of your revenue, tips and return loyalty.
Sure, requests get absurd. Tempers and tantrums are more often than not uncalled for and ugly. And on the worst days, you end your shift with a morale and ego so bruised, you question your work choices. But eventually, you master the art of sucking it all up, an empathetic smile plastered on.
2. Which brings me to my second point: Shit always happens, there is never a fool-proof prevention and only one cure - Thy must learneth to let it go. The wisest of us, with enough worst days, will eventually learn that sleeping a bad shift off is essential to maintaining sanity. Getting caught up on it never helps. Why fret over the asshole from last night who flipped tables because he couldn't change the fries with his burger to foie gras without extra charge, when tonight, you'll be staring at the spit foaming at the corners of some other moron's mouth while he's demanding the temperature of his Shiraz be exactly 18ºC in this humid urban jungle of a country we're in? Your raging customer will look like an utter idiot but if you keep harping on it after it's over, you're no far off too.
3. Thou shall never say "No". This I caught on naturally, and I only have my pushover nature to blame. But the tiny "no" is taboo. Shiraz at 18ºC when you're sitting outdoors on a humid night? Impossible but I will not tell you that. What I will tell you is that I'll pop it in the fridge and make repeated rounds from your table to the bar just to ensure your wine stays at the temperature to your liking. And no, it probably isn't even going to be close to 18ºC but you wouldn't know because 1) there's no way you would know, 2) even if you do, that smile I've grown to use and extra attention to your table will make you overlook that.
Make the mistake of letting a "no" slip, even before the spit spray has landed on your face, your manager would have heard from the customer and worst still, you will hear from your manager, possibly all the way up till the leading weeks, or months after even.
4. Thou will eventually hath superpowers. The immunity from going crazy from Christmas tunes (God forbid, your workplace plays Chinese New Year ones) on loop for a month. 14 straight hours in heels. Unbelievable self control while being yelled at. The ability to remember guest names and dietary / seat / mojito / ice cube (not joking) preferences, when you cannot even remember to eat sometimes.
//Cue Commercial Voice// All that and more when you sign up to be a waitress today!
5. Thou must be patient. Not in that chao geng, spam MC last minute resulting in everyone needing to work overtime sense. The rungs up the career ladder in the hospitality industry is a long, tedious and trying one. Long hours (which will never change and I presume only get worse), low wages and getting the full brunt of your managers and customers alike. Throw in a generous dash of mindbogglingly ridiculous customers and you'll have the perfect recipe for throwing in the towel. But patience is the key to making the climb so, so worthwhile.
6. Never underestimate the power of thy smile. A (genuine) smile goes a very, very long way. Almost always, the best customers I've had the privilege of serving always started with a smile. The service culture in Singapore may not be very warm towards providing that first smile, but returning it sure as hell takes you places. The right smile at the right time gets you easily out of trouble. A smile makes your chefs feel a little more willing in taking that fussy food request/order. A smile makes everyone just that little bit brighter, as cliché or corny it may sound. Plus best of all, a smile is free. (Cliché again, I apologize)
7. Thy thirst for knowledge must never falter. I cannot remember how many times I've been told that there's nothing more impressive than a waitress who knows her wines and whiskey. But I do remember the monetary tips that came along with recommending a good wine or whiskey. Okay, pride aside, my point is, one of my favourite parts of this industry, is the potential of always having something new to learn. New technology and systems are introduced often enough. Getting to hear about different countries and experiences from your customers. I am never short of amazed watching my chefs whip up a new dish. Not to mention the excitement that comes with wine and whiskey tasting. The moment you stop learning, and I believe this applies everywhere else, you become stagnant and you falter.
There always is something new to learn out of every situation. You just need to learn to make the best out of it. Even the worst scenario of having horrible supervisors/managers has it's perks - You learn exactly how not to behave when you are a manager in the future.
8. Thou must sacrifice. Christmas. New Year. Chinese New Year. Valentine's Day. National Day. Your Dad/Mom/Sister/Brother/Boyfriend/Girlfriend/Best Friend/Friend/Acquaintance's birthdays. Your own birthday. Sleep. Consistent meal times. And that's the very least.
The painful truth about an industry that has such a great potential for career/personal growth lies precisely in it's abundance in opportunities. More often than not, you'll be faced with decisions forcing you to pick between where you should be and where you want to be. Being able to intern overseas was a major privilege that I worked hard for. That unfortunately came with ignoring where I should be and deciding to be away from my family, especially my grandma who was very ill plus jeopardising a lot of relationships/friendships. In retrospect, it was an extremely fulfilling experience. In short, sacrifices will always be painful and you will question yourself countless of times before you realise your returns.
9. Thou shall loveth thy job. They say love is patient, love is kind. I honestly think this is what gets me through all the long hours, horrid superiors and even more horrid customers - my love for this industry. Also, it is quite simple, really. Being able to love what you do allows you to work happy. Good service will only come naturally when you're happy and genuine while serving and this in return makes the customers on the receiving end happy.
10. Thou will become a better person. Punctuality and responsibility gets instilled. You sub-consciously start noticing and remembering all your friends' birthdays and preference. You pay attention to details. Initiative comes naturally out of work as well. When confronted with a bad situation, your instincts tell you to let it go. When people are mean to you, especially when you are a customer outside of work, you are more understanding. You appreciate the time you have out of work a lot more and stop neglecting the relationships you have. You take better care of yourself because you know you cannot afford to crumble, both physically and mentally. You are more aware of how you carry yourself in public, and make a better effort at carrying yourself better because you have seen that customer throwing a bitch-fit in public and you don't want to risk getting Stomped.
It is a huge cycle. A huge, tiring and endless cycle. But it is a cycle I'm glad to be a part of, through the good days and despite the bad. And maybe when the going gets tough, I'll read this again someday and remind myself why I've stuck on for so long.
