I’m Human Too: Mental Health in the Service Industry

I’ve been working in the service industry since 2020, and let me tell you, it takes commitment. I certainly haven’t been perfect over the past four years, but I’ve learned that many people treat us like robots, expecting us to cater to their every whim. It’s striking how a segment of the population, regardless of age, often forgets to treat us as actual human beings. Join me as I share my experiences working in the service industry and the lessons I’ve learned along the way. 

The COVID-19 pandemic completely changed my junior and senior years of high school. With remote learning giving me plenty of free time, I decided to get a job. My older sister worked at Smoothie King when she was in high school, so I already had an “in” with the manager. I ended up working there for about a year, and as a 17-year-old working her first job, I learned a lot about engaging with difficult people. 

I’m certain that the pandemic intensified the already volatile emotions of certain customers. While I understood that faking politeness came with the territory of working in the service industry, a teenager can only tolerate so much. Eventually, I reached my breaking point. Regardless of what prompted it or what I did exactly, it was at that moment that I knew I needed to control my temper and not let it get the better of me in tense situations. 

I don’t handle confrontation well, especially when an irritable customer escalates the situation. To preserve my peace of mind and keep my job, I acknowledge the customer’s feelings and thank them for bringing their concerns to our attention. I’m still uncertain about how effective this method is in helping customers realize they are not always right, nor do I know if this simply reinforces their poor treatment of employees. Regardless, it helps me because it often diffuses the conflict, which brings me a sense of comfort.

If you find yourself in an uncomfortable situation that feels beyond your control, I’ve discovered that deep breathing exercises can really help calm me down. Removing myself from the situation is effective when possible, but when it isn’t, I try to take the rude comments with a grain of salt. Spending time with family and friends or journaling are other effective methods for me, as they create a healthy and secure space for my thoughts and feelings.  

The biggest takeaway from working in the service industry is that you can only control yourself. Initially, this caused me anxiety, but now I find comfort in it. Managing your emotions in uneasy situations is no easy task, and I’m still learning to do it consistently. However, the goal isn’t to achieve perfection but to actively strive for improvement. Remember to not let negativity consume your thoughts, and, most importantly, extend grace to others—but even more to yourself.