Supervisor writes up warehouse employee for not smiling enough at work: 'I work 10-hour shifts moving heavy boxes in a windowless building where we’re not allowed to have earbuds, take phone calls, or speak unless it’s job-related'

Working always has some element of performance. I remember my first day at my first ever job, my boss told me that my voice didn't sound excited enough for customers. I was just talking the way I usually do, which I'd venture to say is more enthusiastic and bubbly than most people. But once I started putting on a customer service voice and persona, I saw what he meant. As a minimum-wage restaurant worker, you have to perform the emotional labor of appearing and acting extremely happy, as it makes surly and irascible customers feel more at ease. I guarantee you that the average even-tempered customer is actually somewhat disconcerted by the customer service voice. Still, workers are forced to continue doing it because it pleases the boss and makes some customers less unhappy. But does pretending to be happy make workers happy? Of course it doesn't! It makes them more miserable. 

Author image for Emmy Pratt Emmy Pratt
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