How Being a Waiter Made Me a Better Startup CEO
This past weekend, my daughter asked me a question over dinner: “What was your most valuable work experience?”
I didn’t even put down my fork — it took a nanosecond to answer.
The Monday following my college graduation, I started a paid summer internship as a ‘Corporate Researcher’ at the Securities and Exchange Commission (SEC) in Washington, DC. While it was highly coveted and prestigious — it didn’t pay well. To make ends meet, I also worked at night at a bookstore/café called “Kramer’s & Afterwards”. So… I was a waiter for a summer while I worked at the SEC.”
The one that I thought looked better on a resume? This job predated the Internet and specifically, EDGAR. The corporate research side entailed going to various agencies in DC, getting clearances and checking various supporting documents for S-1 filings. It also involved photocopying. So much photocopying — and distributing those copies internally at the SEC in DC and to investment banking firms on Wall Street in NYC.
And working in a restaurant, it was everything you could expect — cleaning up, throwing out trash, restocking shelves. I took food orders and presented those orders to patrons, answering questions all at the same time.
I quickly realized that customer service is the hardest job you can do. I dealt with customers who were rude, impatient, and sometimes even downright mean. I learned how to stay calm and professional under pressure, even when I was being yelled at. I apologized for things that weren't my fault, and dealt with difficult situations without letting my emotions get the best of me.
Most of all, I communicated effectively with my coworkers, and I had to learn how to rely on them to help me out when I was under pressure. I learned that there is no one right way to solve a problem, and that sometimes the best solution is the simplest one.
Doing both jobs right and two jobs in one day – was one of the most valuable work-life experiences.
Then my daughter said: “Well… share what you learned!!”
My complete perspective for you all is as follows:
Customer Service: Be attentive, responsive, and friendly. My objective was excellent customer service: Making sure the café’s clientele had a positive experience. For a CEO, this is building relationships with customers, investors, partners and stakeholders — and making sure everyone is heard.
Multitasking: A CEO seemingly might have more on the line, but they often have to juggle multiple tasks at the same time and set priorities. I had to take orders, deliver the food to the right customers, maintain water and drinks, and clear tables, all at the same time. And some customers can be just as scary as board members.
Teamwork: Work as part of a team, not an individual. I had to be able to communicate effectively with my co-workers and coordinate my efforts with them. CEOs need to be able to build and lead teams and be a humble teammate, even if they are leading the charge.
Problem-solving: Unexpected problems come up. I had to be able to think on my feet and come up with solutions to these problems quickly and effectively – like when we ran out of the most popular food item. You can all imagine how this applies as a CEO — it’s the basis of the job.
While the SEC internship set me up on the path I am today, I am more grateful for the challenges that I faced while working in the café. I learned that I am not perfect (though my wife has known this for years). Moreover, I cannot control everything that happens, and need to rely on others, and be patient, understanding, and forgiving. And I have skills that I will carry with me into the CEO positions I inhabited and for the rest of my life.
I would encourage all CEOs to not only observe the inner workings of a cafe the next time they go to coffee, but if there is a customer service angle to their business, take a shift or two a month. They will humble you — and bring you back down to the reason you’re in business in the first place.