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I’ve worked in the customer service industry since the age of 19 years old. It was my first job and I’ve done all kinds of sales. I’ve experienced a call center, restaurant and retail; all of which leave me thinking “I need a drink after this shift!” Nonetheless, I’ve gained some life-long lessons that were worth losing some of my sanity for.

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You don’t know how grateful I am, here in the eighth hour of my shift standing on my feet in cheap flats. Thank you for looking me in the eye and seeing a human who makes human errors and still tries to do a good job.

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In the serving business, time is power. The more available time we have, the better service will be.

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I’ve dealt with the needy, the impatient, the thankless and the downright hostile. But I’ve also waited on the flexible, the considerate, and the gracious.

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Without exception, the coffee shops I worked at had their own special brands of ass hats that came in and out, and their own ways of handling it. First and foremost, the quality of your drink is inversely proportional to how much you berate us while ordering.