Company policy was clear: no fraternizing with customers during shifts. But some moments call for humanity over handbooks.
That’s what went through my mind when I saw our oldest regular, Ms. Gloria, sitting alone at a decorated birthday table with no guests in sight. At 82, she still walked to our café every morning, always remembering our names and asking about our lives. Today, her usual sparkle was dimmed by disappointment.
One by one, the staff started quietly rebelling. I brought her a free latte. My coworker Jason told jokes while wiping nearby tables. Sarah “accidentally” dropped a fresh blueberry muffin at her place. Soon we were all gathered around, listening to her incredible stories about being one of the first female engineers at her company.
Our rigid manager threatened write-ups, but something beautiful happened instead. The owner, witnessing our impromptu celebration, recognized the value of staff who cared enough to break protocol for what mattered. Now “Gloria’s Table” is a permanent fixture where staff are encouraged to connect with regulars, and that manager? Let’s just say he’s learning the importance of compassion in customer service.
