When doing entry-level, frontline jobs, I often felt (1) overworked and (2) underpaid. But if those few special customers appreciated me, life was still good. I connected to these empathic individuals who understood that doing a good job, all day long, day in and day out, was tough. But there were plenty of customers who made me feel (3) unappreciated, which mired me in abject despair or drove me to exhausted fury.
Typically, worker appreciation and customer satisfaction go hand in hand. But customers can easily take their business elsewhere, whereas workers cannot change jobs nearly as easily. In fact, the worker has to struggle to earn the customer’s repeat business. Customers who know they have the advantage will pay minimum money for maximum service. This imbalance gravely injures the American workforce.
I’m not saying that workers should grovel to customers. But some civility on the customers’ part would be much appreciated by the worker. “No, thank you.” “Yes, please!” “May I?” should be par for the course.
I’m also not saying that customers should grovel to workers. Workers following instructions faithfully would greatly satisfy the customer. When told, “Jump!” workers asking “How high?” should be par for the course.
Take hairstylists. They ask, “How would you like your hair cut?” only to feel unappreciated: “Number two guard on the sides and back, nothing off the top, rounded corners on the back. Don’t mess my hair and hurry up!”
Afterwards: “This isn’t what I asked for!” Then the stylist eats the cost of the haircut to earn the repeat business through a goodwill gesture. Such customers game the system and think, “The customer is always right.”
This dynamic is the “vicious cycle.” Workers feel unappreciated. Then workers are less proud in their jobs, demotivating them from doing a better job next time. A mass exodus of workers from the industry occurs.
The worker shortage generates more dissatisfied customers. From the worker, to the industry, to society, people are treated with contempt, mistrust and hatred. Hence the “vicious society.”
But something different occurs sometimes. Stylists ask, “How would you like your hair cut?” only to feel appreciated: “I would like a number two on the sides and back, nothing off the top, please, with rounded corners on the back, if you don’t mind. Just do your best; there’s no rush.” Conversation picks up: “My son’s soccer team won yesterday.” “How old is he?” “Twelve. He scored the only goal.” “Wow! My daughter plays lacrosse.” “How old is she?” “Twelve also.” The stylist remembers that customer’s haircut, and other services are offered subsequently (e.g., shampoo, rinse, product) at no cost. These workers go out of their way to satisfy the customers, while these customers go out of their way to appreciate the workers: (1) politeness, (2) hair care products bought only from this salon, (3) larger tips offered. And the conversation flows.
This dynamic is the “virtuous cycle.” Customers make workers feel appreciated. Thus, workers are prouder in their jobs, motivating them to do better next time. There is no mass exodus of workers from the industry. The full supply of workers generates more satisfied customers.
From the worker, to the industry, to society, people are treated with respect, trust, and love. Hence “the virtuous society.”
In any year, we celebrate multiple “Customer Appreciation Days.” But that same year, we celebrate only one Labor Day. Why should that be? Both are equally important. If we do not address carefully this imbalance, then the way we address our frontline workers irrevocably means a “vicious society” not far behind. We must avoid that reprehensible fate.
Now how about that haircut!
This article originally was published in the Trib Live digital newspaper on Wednesday, August 27, 2025.
Please click on the link below to read the original version of this article:
https://triblive.com/opinion/jason-j-j-park-three-cheers-for-the-unappreciated-american-worker/
Jason “J.J.” Park worked countless odd jobs before earning a Ph.D. from the University of Pittsburgh.