To the editor:
Thank you, Terry, for raising awareness around the challenging employment issues impacting our local economy in general — and our ability to staff seasonal positions — in particular.
The comment thread following the article raises additional concerns and will hopefully further the conversation necessary to bring employers and employees together in a productive and mutually beneficial working relationship.
To clarify several points cited in the comment thread:
Massachusetts requires employers to provide health insurance for full-time workers.
MIT lists a “living wage” of $14.11/hour for a single adult in an urban area and $13.39 for the state overall.
The majority of summer jobs in Great Barrington are seasonal positions suitable for students, the majority of whom are still dependents of their parents. Regardless, the wages referenced in the article (up to $20/hr.) are well in excess of the Massachusetts “living wage.”
From the perspective of a business owner mentioned in the article, I would like to share some thoughts about the nature of our seasonal positions, how our small business partners with our staff to serve our guests, and how points raised in the comment thread can help us build a stronger, more vibrant business community
As an active member of the downtown merchant community and Southern Berkshire Chamber of Commerce, I believe the following is true for the majority of small businesses in our area :
Staff in a small business can expect to work in a positive, respectful environment.
Year-round and seasonal staff should expect to contribute to and benefit from their employment.
Customer service is hard work and should be well compensated. In addition to wages, a team member will gather solid sales, interpersonal and business skills.
Working in a small business brings the opportunity to impact the success of the business and enjoy corresponding “pride of ownership.”
Working is often about handling “fire drills.” Doing so successfully builds independent, resourceful problem solvers.
Providing excellent customer service is not “demeaning” or” servile”— it is an exercise in building relationships and understanding the human psyche.
Working in a small business is excellent preparation for the next generation of entrepreneurs.
Life is full of demanding situations and people. A summer job with its responsibilities and stresses can provide important tools to help our children and young adults develop the coping skills to handle subsequent “bumps in the road.”
There is a strong correlation between early customer service experience and later adult success.
Several comments following Terry’s article emphasized the demanding nature of some customers during our seasonal peak periods.
Training staff to understand a well articulated “Customer Bill-of-Rights” can go a long way to reinforce kinder, gentler exchanges between staff and guests:
What should guests expect from a team member when bringing their business to a local merchant?
Guests should expect polite, courteous and prompt assistance. Customers are the lifeblood of any business.
Visitors should expect a can-do approach. If we don’t have a ready solution, we will find one — quickly.
Guests should share their concerns when something isn’t right, and expect the help to make it right in a manner that exceeds expectation.
Customers should share their compliments when a team member provides excellent service.
In closing, the daily stuff of life places each of us in the role of being served and being a server. Let’s make a conscious effort to do both with grace, enthusiasm and respect.
As of the time of submission of this letter, the businesses mentioned in the article are still hiring. Know someone looking? Send ’em downtown!
Robin Helfand
Great Barrington
The writer is owner of Robin’s Candy Shop.
