The Harsh Reality of Service Work: Why Employees Are Leaving
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Understanding the Discontent
Hearing the phrase, “No one wants to work anymore” can be incredibly frustrating. As a former employee in the restaurant sector, I often witnessed customers venting their frustrations about long wait times and the apparent lack of staff.
“It’s a shame no one wants to work anymore,” they would lament, failing to recognize how their own entitled behavior contributes to the problem.
Customers frequently complained about the service without realizing that those still on the job were working tirelessly to meet demands amidst a staffing crisis. In one role, I juggled multiple responsibilities—seating guests, serving, and bartending all at once.
On a particularly hectic shift, I even had to prepare the meals for my tables. Despite my dedication, the quality of service I could provide suffered, which was reflected in my tips—even though I was exerting twice the effort.
For a decade, I navigated the challenging waters of customer service. The compensation was minimal, often leaving me struggling to pay my rent. This necessitated juggling two or three jobs simultaneously, and working long hours throughout the week just to make ends meet.
Ultimately, I reached my breaking point and joined the ranks of many who chose to leave their jobs in search of better opportunities.
People aren’t unwilling to work; they simply refuse to endure jobs where they face constant customer abuse, low pay, high rates of harassment, and a lack of benefits or career advancement.
The Issue of Customer Aggression
My sister, who works at Subway, recently shared a distressing experience. She was verbally assaulted by customers while trying to fulfill her duties. After enduring their insults, she broke down in the back of the restaurant, where employees are often discouraged from showing emotions.
I recall a similar incident at Perkins, where a group of patrons chose to berate a server over a minor billing issue instead of addressing it calmly. Their behavior escalated to the point of vandalizing their table after they paid.
Such instances take a toll. I, too, have faced dehumanizing treatment—being called worthless, screamed at, and even dismissed because of my gender. Each time, I was expected to maintain a smile and serve customers despite their disrespect.
During my tenure at an Italian restaurant, I often returned home in tears, grappling with severe depression. Studies show that service employees face higher risks of mental health issues, including depression and sleep disturbances.
The Financial Strain of Tipping
Service workers often earn significantly less than minimum wage, with many receiving around $2 an hour. During the pandemic, many restaurant employees were unable to qualify for unemployment benefits due to their low base pay.
Regardless of service quality, patrons should leave a tip as compensation for the service provided. Unfortunately, tipping has declined by 50-70%.
If we truly care about supporting those in the service industry, we must make an effort to tip more generously, even at establishments that have raised wages. A standard tip is 20% for adequate service, but I aim for 25% or more to show appreciation for exceptional work.
Respecting those in the service field is vital; as the saying goes, "If you can’t afford to tip, you can’t afford to eat out." Dining out is a privilege, not an entitlement.
The Harassment Problem
Workers who rely on tips experience some of the highest rates of sexual harassment across industries. An alarming 90% of women in the service sector report being harassed at work, while 70% of men also face similar treatment.
At 16, a male supervisor made inappropriate comments, and at 17, a female boss made unwanted advances. Such experiences are not only uncomfortable but can also be terrifying.
Lack of Benefits and Career Growth
The absence of benefits like paid time off, health insurance, and vacation days is prompting many to seek employment in fields that offer better support. Only 14.4% of restaurant workers have health insurance, and opportunities for advancement are scarce.
In one restaurant, employees could be fired for calling in sick, and time-off requests were routinely denied. High turnover rates reflect the need for better benefits and work-life balance.
Workers are Moving On
With “Now Hiring” signs appearing everywhere and many restaurants understaffed, it’s easy to assume that no one wants to work. The reality is that individuals are recognizing their worth and pursuing careers with better conditions.
Workers desire environments free from harassment, fair wages, and decent benefits. The old adage, "If you want a living wage, get a better job," overlooks the systemic issues at play.
As many service workers transition to more favorable positions, wait times for service are increasing, revealing a deeper truth about the challenges within the service industry.
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