Overview:
In this raw and honest reflection, writer Lexi Vanatta shares what five years in the restaurant industry taught her—not just about food service, but about people, patience, and self-worth. From difficult customers and chaotic shifts to the debate over tipping culture, she breaks down why the phrase “the customer is always right” often does more harm than good. This piece offers a powerful reminder that working in service is not only demanding—it’s transformational. A must-read for anyone who’s ever dined out.
A Job I Swore I’d Never Take
Before I was in college, I promised myself that I would never work in the food industry. I was convinced I would hate it and couldn’t imagine it being something I’d stick with long-term.
To an extent, I’m glad I was wrong.
It’s been five years since I started working in restaurants, and my entire view on life—and people—has changed. I was always shy and kept to myself until customer service yanked me up and threw me to the wolves.
Fixing Orders Is Easy. Dealing with People Isn’t.
People outside the service industry often don’t realize that kitchen mistakes are easy to fix. Your chicken was fried instead of grilled? No problem—I’ll have a new plate out shortly.
If only it were that simple.
Nine times out of ten, if someone’s food isn’t exactly what they ordered, they react like you’ve committed a personal offense. Some will call you dumb, others give you that look—like you’re a kid who just spilled coffee on their mom’s work clothes five minutes before she has to leave the house.
All of this over something that takes five to ten minutes to fix.
No, the Customer Is Not Always Right
To survive emotionally, you have to let go of the phrase “the customer is always right.” Not only are they not always right—they’re almost never right.
Sure, you can kill them with kindness if that works for you. But if they keep up the unnecessary attitude, I meet them with the same energy.
I’ve learned that when I’m honest and upfront, customers tend to be more understanding. But when I put on a fake smile or deliver a fake apology, they pounce. That’s when I get torn down and left feeling two feet tall.
Learning the Menu Is a Power Move
One of the most underrated parts of the job is knowing the menu inside and out. You need to know every side dish, what breads are used, what oil is in the fryer—details matter.
Customers will often act like they know the menu better than you. And you know what? Let them.
I once had a woman swear she ate chicken livers at my restaurant the day before. We’ve never served chicken livers. When I told her that, she accused me of calling her a liar. I smiled, walked away, and let her keep believing it while she whispered to her husband that I must be new.
The Tipping Debate Is Deeper Than People Think
Tipping culture has become a hot-button issue. Some people dig their heels in and argue, “Your employer should pay you more,” or, “You chose this job—go somewhere else.”
But being a server is more than just taking orders and refilling drinks. It’s about juggling 5 or 6 tables at once, keeping everything in order. One small issue can throw off the whole flow.
While fixing one table’s mistake, you’re also dealing with:
- Three people at table 22 who need water
- Table 24 just got sat
- Table 21 is missing their appetizer
- Someone at table 20 spilled their drink
- And a party of six at table 23 is waving you down—with hot plates in your hands.
The Smallest Thing You Can Offer? Basic Decency.
If this job has taught me one thing, it’s the value of common decency. I tell my coworkers all the time how many people treat us like a burden.
Sometimes I barely get a greeting out—“Hey guys—”—before someone cuts me off with, “Diet Coke.”
If a table doesn’t want to talk, don’t push it. You’ll only make things harder for yourself. You’re often treated like you don’t matter, and that’s just part of the job.
Why Everyone Should Do This Once
There are ups and downs in this industry, no doubt. But one silver lining? You’ll never disrespect a service worker again once you’ve lived it.
Honestly, I think everyone should work in customer service at least once. It’s humbling. And it gives you a level of emotional intelligence you can’t fake.
Despite the chaos, it’s a flexible job. The pay is what you make it. And looking back at my 18-year-old self—fresh out of high school—I’d tell her to do it all again. That job broke me out of my shell, and I’m not sure I would’ve made it through college without it.
Truth! Great article.
Another super article from a very talented young lady.