Everyone’s looks different. There are some that are compact, on-the-go, holding it under your armpit for a tight grip, no-one-can-get-to-it, and there are others that are wide and open like a woven basket and round, large hoops for carrying with ease, swinging it back and forth as you walk in, and then there are the megas, the chrome, steel trap, vacuum sealed, never-see-the-light-of-day that get rolled in because they’re too heavy to carry.
I’ve seen them all. Walking through the doors of where I work, short of breaths over the phone, witnessing it myself while I’m out dining, I see men and women alike hold it all: the baggage of their eats.
We’re all somewhat familiar with the concept of “emotional baggage.” Someone has gone through a trauma, or an event in their life that has yet to find closure and so they carry it – the burden of grief, anger, hate, etc. It’s a kinder, more polite way to say someone is still fucked up. The imagination of luggage, a bag or two, that an individual lifts, sets down, and lifts again, is more subtle than the reality of walking up to said person and ask “what is wrong with you??” Because as humans we like to think that none of us are “wrong”, but lost, traveling to our destination and losing our sense of direction along the way, ergo baggage.
We’re on the road. That’s life.
As for the pit stops, most of those involve food: nourishment, a rest, and hopefully some relaxation. That is the eating – a short simple list that meets our basic, but most desirable needs. I’ve come to learn that with food and drink, we want so bad. Even on a diet; we want so bad to have eggs cooked without butter or oil and fluffed with the airs of our soon-to-be perfect, skinny bodies. The intensity of our food consumption surges through the whole spectrum of gluttony to fast.
All of the things to none of it; the American way.
I’ve had a rough week. It was rough because I couldn’t find clarity. Despite yoga, sitting quiet, sleeping, venting, punching, drinking, there was no clearing for me to finally come to. I was desperate to find that open meadow in my mind where the good of me lies- a breeze that runs through my fingers, my toes, and my hair, and inhale the wonderful gravity of the imaginary field. I could not get to this place, my place, because I had too much baggage – and it wasn’t even mine.
When you serve people there’s the superficial components you make something (a coffee), you run something (breakfast sandwich to table 2), you clean (sugar crystals everywhere), and you take orders (at the register, on the phone, at the table). Several interactions occur between A (what the customer wants) to B (what the customer gets). For the most part, and why I’ve stayed at my job for close to 5 years now is because my small but significant journeys from A to B have been immensely rewarding. I am an open person. Like a hug waiting for you to come in, I embrace people heart and soul. It’s a bit much, I know, but my mother is very similar. We’re both dialed up all the way: we love hard, we care hard, we defend hard, we work hard – you get it. Customers get that passionate energy when I’m there, especially the care. I care a lot. I care about your day, about your daughter, your new job, your latte with room because you don’t like to spill on your way to the car, and your distress. Why? I don’t have the answer yet, but the writing helps.
Over the course of five days, I’ve had every type of baggage thrown at me: the compact (“So do I get a free coffee for my inconvenience?..”) , the woven (“Just repeat exactly as I tell you”) the chrome (“I will mention your name and bring you down”), one after the other. I saw myself sweating trying to hug each tight in my grasp. My fingers grew white with the amount of pressure, my wild can-do attitude whispering to me that you can help, you can fix. But each piece I held of one unhappy customer after the next were locked. I did not have the key, but I wanted to. Desire is just that – the need to fulfill. My definition of service is fulfillment, and when I fail, I attempt one last time, and take it all – the weight, the luggage, in hopes that your free hands recirculate the blood in your distressed fingers and as they bend and the blood continues to flow from the tips to your brain, and oxygen follows, you exhale, and then peace.
I’m reckless.
Customer service is a dangerous road.
But when you face it, you will see the wide eyes of 3-year-old girl who’s known you all her life making warm milk just for her, and she’ll hug you with her frothy moustache, and you won’t think twice to take her Hello Kitty backpack and hold her happiness.





