When Help Feels Like a Burden: A Day in Customer Service

Cops, Robbers, and the Workplace Game

There’s a game being played in today’s workplace—and it’s not Monopoly or charades. It’s cops and robbers. I’m the cop. The others? They’re robbers in disguise. Not with ski masks or getaway cars, but with lowered standards, sloppy professionalism, and a casual disregard for consequences. The result? More mistakes. Less money. And if this trend continues—closures.

The Rise of the Game Generation

When you hire a team of young people who aren’t exactly the cream of the crop, you don’t just get workers—you get players. They bring the same habits they learned at home and in public schools: distraction, deflection, and drama. Now, in the workplace, it’s game time all over again. Who loses? The company does.

While they lounge, nap, and scroll through their devices, the workplace becomes their personal living room. They get used to peace and quiet, curled up in comfort. But when a rush of customers comes in? They freeze. They fumble. They fail.

From Al Capone to Alcatraz—and Beyond

Al Capone robbed businesses professionally. He ended up in Alcatraz. Today’s workplace “robbers” may not get caught, but they’re still playing criminal games—ignoring justice, accountability, and the spiritual consequences of their actions.

They may escape earthly punishment, but they won’t escape divine judgment. On that great day, Jesus will deliver the verdict they truly deserve. Hell isn’t just a place to die—it’s where the soul and conscience never die. Most of them don’t believe that. But when it happens? Surprise.

The Reluctant Writer Speaks

I didn’t want to write this blog post today. I’d rather relax. But I’m called to write, whether anyone believes that or not.

During my last shift, I had to call for a manager twice. Managers today aren’t what they used to be. One person—let’s call her “B”—was on duty. In my view, she lacks communication skills but excels at using electronic devices, for both good and harm. She’s been with the company for eight years, so she’s had plenty of practice. She works those systems faster than anyone I’ve seen—except maybe one other veteran who’s been here five years and works long hours.

But working for a company isn’t just about mastering devices. It’s about integrity, teamwork, and professionalism—qualities I rarely see in this younger generation.

Déjà Vu from the Classroom

I saw this same behavior when I substitute taught in high schools. Now I see it playing out in the workplace. The games haven’t stopped. They’ve just changed settings.

When Speed Isn’t Enough: A Shift on the Front Lines

This past shift, I had to call for a manager—twice. Both times, I was met with silence. It’s a silence that speaks volumes about how today’s workplace has changed, especially in customer service environments.

The manager on duty—let’s call her “B”—has been with the company for eight years. She’s lightning-fast on electronic systems, faster than anyone I’ve seen, except maybe one other long-timer. But speed isn’t everything. Communication matters. Integrity matters. And when those are missing, no amount of technical skill can fill the gap.

I’ve seen this pattern before. Years ago, I substitute taught in high schools and watched a generation grow up fluent in devices but lacking in interpersonal skills. I warned students then: “China is ahead of you. School isn’t the time for games—it’s the time to learn honesty, integrity, and how to work with others.” But when I reported their behavior truthfully, they responded with false accusations—claims I used offensive language or threw a book. None of it was true. The system made it easier to blame the substitute and move on.

Now, I’m seeing the same dynamic in the workplace. Some younger employees present themselves as “company people,” but their actions suggest otherwise. In schools, parents defend their children. In the workplace, it’s profit and loss that speak loudest. Eventually, the truth catches up.

Incident One: The Free Kid’s Meal Ticket

A guest stood at my register with a promotional ticket for a free kid’s meal. It wasn’t scannable—just a paper slip that looked like a shortened dollar bill. I needed help. I called for the manager. No response.

When Help Feels Like a Burden: A Day in Customer Service

B didn’t answer my call.

I waited, hoping for a response, until I finally told the guest, “I’ll have to go back and get her.” Technically, I wasn’t supposed to leave my area, but this felt like an emergency. K, the cashier, was nearby, but involving her would’ve only added confusion.

I walked quickly to the manager’s office. She wasn’t there. I searched the kitchen, calling her name and asking others if they’d seen her. No one knew where she was.

Back in the dining room, she happened to be walking toward me. I explained the issue, and her body language said it all: “I’m tired of having to come up there and help you.” And to be clear, I’ve only called her twice—sometimes not at all. It’s not about helping me personally; it’s about helping the guest and maintaining a smooth experience. Situations like this cause frustration for the guest. So please—be kind. Don’t act like I’m a nuisance.

She assessed the issue quickly and said, “It’s ‘add to bill.’” I told the guest, “Oh yes, I saw that button,” but there were three other options on the screen, and “add to bill” didn’t seem like the right choice at the time. I didn’t want to click the wrong thing and end up in some confusing loop. I figured I must be doing something wrong or the system was stuck, so I called for a manager.

But B didn’t respond. I couldn’t even remember if she was wearing her radio. If she was, she should’ve heard me. Maybe she did and was already on her way. Still, without a reply—something simple like “I’ll be there soon”—I had no idea if she was even in the building. So I left my post to find her.

When she finished fixing the issue, I said, “Thank you, Bra.” She said nothing.