I met the other Ugly Mugs veteran, #1 regular today. I had talked to him before I think, once, shared a joke about something. Today I showed up and we walked in at the same time. I held the door for him as he walked in, and we were together in line and ended up talking. I started it by asking him, “Do you think there’s anyone who’s in here more than you?” He laughed, and that’s how we got to talking. He works from home, likes to have somewhere to go, likes to have a routine. I’m the same.
I know he’s a smart guy. He has a kind-of Mad Scientist vibe, not totally crazy. Like Einstein. I’ve seen his computer screen before, and he was working with modelling software. So I asked what he’s doing, and he said he’s working in pharmacology, possibly in modeling or inventing new drugs. I couldn’t hear exactly what he said. But, intelligent stuff. He asked what I was doing, and I told him I was writing. I said I was working on a story about a guy who goes to a wedding of spirits, and that I was hoping I might finish it today.
We were really bonding over being regulars. He asked me two great questions, and I really like it when people ask great questions—he said, “What do you like about this place as opposed to the other coffee shops?” What a great question. I told him, “the seating options, the energy, the natural light, and the staff”, and he said it was the same for him, saying “I forget how much natural light gets in here”. He said it was the same for him, and he must have been coming here since the pandemic, for a long time, because he said it became his spot then. He said he likes having a routine, and a place to go, working from home. It’s become the same for me, with the writing.
We are kind of using this place like a remote workspace. It’s a psuedo work club, and we don’t have to pay for a membership. I buy a coffee every time I’m here, sometimes food (rarely), and it comes out to be about $200 a month, if I go almost every day. In the last two months I probably average coming here 5 out of 7 days of the week. It seems to be I’m on a streak and then something takes me away for a day or two.
This guy, the veteran/regular, I feel a bond with him, because he has been in here as often, even more than I have. We’re in a special club, I feel—the Ugly Mugs top regulars’ club. There is another woman I’m noticing who is here all the time, and they seem to be friends. She’s definitely in the club. I wonder who the other most frequent regulars are, if they’re flying under the radar. This guy Richard, he is pretty noticable. Tall, has an iconic look (mad scientist) and is social, has many friends.
I finally met this veteran regular this morning. Officially. Shook hands and introduced. After 3 months of being in the same space. He definitely recognized and knew me, and he had remembered that I had been writing, because he asked the second great question, because he said, “How long has it taken you to write your story?” And I said, “About ten or eleven days, first getting it all down on paper” and he said, “Oh yeah, I’ve seen you writing.” So he’s noticed that. Me at the table scribbling away.
Richard is from the UK, possibly London. I think I heard him say that to someone a long time ago. He has an accent, not incredibly strong. Or maybe I’ve just gotten used to hearing him talk. It’s obvious though. I was going to ask him what his order was, if he got the same thing every time—he beat me to it. He said, “What do you usually get?” And I told him, black coffee, every time. For him, Americano. He said, “The same thing. Well, not the same thing, but basically.” Yeah, Americano and black coffee are basically the same thing. Both creatures of habit. I suggested he switch it up today, try something new, and looked at their artful chalkboard menu that has a Tiramisu Iced Latte. I said, “How about the Tiramisu Iced Latte?” and he looked up at it and read it, said, “Ooh, Mascarpone Cold Foam!” I said, “Is that calling to you?” And he replied, “Not at all.” That cracked me up.
I am now a supervisor of some climbing gyms here in Nashville. I worked my first shift without the training wheels (just me as the supervisor) yesterday. I had three staff members with me, “under” me. Weird to say that but they were “my” team. And after a day at this gym, I am optimistic about the job. I can see why it is a good fit for me. Like Starbucks, but without the bad. That’s what I’m thinking, and hopefully no bad manifests. The bad part of Starbucks was working with dingus coworkers, and working mind-numbingly boring closes. Being trapped with people who were driving me crazy, and then also being bored out of my mind and having nothing to do but a lot of mindless cleaning. It seems that at the gym, and I’ve already sussed it out before even going for the job, as I have been a member of the gyms—the staff are a different breed. They’re climbers. And climbers are generally cool and interesting people, from what I’ve seen.
It’s early, and we have to see how it goes. I have good vibes though, good intuition that this can work for me, and that’s a good thing. The difference between this job and Shred (guitar company/retail store that I worked at) that I see, is two things in particular— 1. staff and 2. autonomy. As I am a boss, albiet a small boss. And I get to run the ship. That’s very good. I don’t mind being directed, but you have to respect the leader. They have to be competent. If they aren’t, or you don’t agree with their styles, like at Shred—I couldn’t do that. Couldn’t be under that yoke. And I wasn’t quite vibing with the team, there. I was besties with the techs, the luthieres, and a couple sales guys, but otherwise my best friends were the security guards. Because they were just more… outgoing, really.
The team at Shred was in general, very introverted. I am not very introverted, although I get on with introverts and spend a lot of time alone. But I am pretty gregarious. The Shred team was really introverted, and that was hard for me. I was struggling with them, and I wonder if that was a big part of why I felt like from the get-go, it might not be a good fit for me. I bet that’s what I was picking up—that and I wasn’t hitting it off with the manager. He seemed fine, there was nothing wrong with him (I was getting to know him as he came in to Starbucks). But I didn’t really hit it off with him, whereas my manager at Starbucks, I did feel in the interview that “this is someone I’d like to work for”. She seemed real and wanted our Starbucks to be the best Starbucks in Nashville. I was on board for that.
I also had the feeling that I might have been too bored at Shred, as was happening to me at Starbucks (for the closes, and I was then on full-time closing duty), just stuck behind the counter with no action. That’s where the Assistant Manager became a problem for me at Shred, because I had started to leave the counter sometimes (as all of the other register team would do—they would constantly just leave me alone there to go to inventory tasks). But when I could get away, I would go work the floor, and talk to people, and I would act as a psuedo-sales person, which sometimes was valuable because there wouldn’t be a salesperson around for whatever reason. I was actually filling a useful role, and I started many customer interactions that resulted in sales. Well, the Assistant Manager was constantly telling me to go back behind the counter, or to go fold shirts. You can see why I didn’t last long.
Not a shirt folder. I can handle an acceptable amount of shirt-folding. I take satisfaction in neat and tidy. But I’m not going to fold shirts all day, and especially not when I could be talking to people about guitars. What a waste of my time. Perhaps that wasn’t the role I was hired for. I wasn’t a salesperson. But, I was trying to make it work for me. In their eyes, I was going outside of what my expected role was, I suppose. I don’t think any smart manager would have told me to stop having positive interactions with the customers and making sales, though.
I had been feeling that the team was very introverted, and I was having trouble breaking through with them. They were insular, especially my register team. Then, it was the third or fourth day, a new security guard showed up. This guy was jolly, big smile, funny, chillin’. And me and him, within about one minute of conversing, we were like old friends. We were talking like we had known each other our whole lives. I just knew—this is my guy. He was a breath of fresh air. And it’s amazing how quickly we connect with our people. Through him, I saw what I had been thinking. That my team was introverted, and here was a man who was not. Here was a man who was socialable and charming. A man who could shoot the breeze about anything and wasn’t taking this all too seriously. That was the man for me. Him, and another security guard named Derek, they became my lifeline. In those three weeks that I lasted at Shred, but every day was a battle. The security guards were my people, moreso than the guitar players. I thought that was very interesting, that I was bonding more with the security guards than my coworkers (except I bonded well with the luthiers too, those were my homies, and I spent much time at the tech bench.) Even though I am a guitar player and musician.
I’ll tell you a little story here actually, which I think highlights the energy and dynamic of the Shred team very well.
There was a security guard named Don, and Don was a funny guy. He told me stories about being in the army, he reminded me of my grandpa. Don liked to greet everyone who walked in the store, and chat with the older customers generally, around his age, but he would talk to anybody. And he had a line, which was, “Hi welcome to the Shred Shack. Don’t forget to look up!” He said “Don’t forget to look up” because there was a conveyor belt of guitars that circled the ceiling, that had like 300 guitars on it. (This was an amazing thing.) I loved that this was his line, and that he said that every time. I personally thought that was nice, and funny. And it seemed to me that people reacted positively to it.
However, the general manager did not like Don’s greeting habit. I heard him talking about it. And I heard that he asked Don several times, not to greet people. The security guards are just for security, they are not greeters, and not supposed to interact with the customers. That was his stance. I think that he didn’t want him to intimidate people—I think that’s what someone said. And maybe he thought that Don focused too much on greeting and wasn’t paying enough attention to security. But regardless, the GM didn’t like that Don was saying hi to everybody, and so he told Don repeatedly, stop gretting people. Well, Don was pissed off. I heard Don say, “If they want to fire me for saying hi to people, they can kiss my ass.” And the general manager finally asked that the security company didn’t send Don to our store anymore. Don showed up, and I’m pretty sure they told him to go home, and don’t come back.
I think I actually quit the next day. I thought this story highlighted the fundamental difference between me, and my energy, Don’s energy, and how it was at the store. I could give some more stories, but this one really lays it bare. And I thought, Don is so right, and good for him. They can kiss your ass, Don. They wanted to deny him his essential joy, of greeting people, the only thing keeping him from losing his mind in this store with nothing to do, and Don wasn’t going to be put down like that. They couldn’t cow him, couldn’t tame that spirit. Good. And I felt the same. Don wasn’t having it—I wasn’t either.
There was another moment that truly revealed to me the vibe of the place. After this happened, I started viewing the workplace as “repressed”.
I was bored behind the counter, nothing to do, no action. I started drawing creatures. I would ask a coworker to invent a word, and then I would draw a character/creature based on the word they gave me, and then give them their creature (on a sticky note). Fun for everybody. I drew several creatures for my team members, and they were happy, and I was happy. Using my brain and creativity, connecting. Good, right? Well, it’s not like I was spending hours doing this. It was a small thing to pass some time and bring us some entertainment. But it was my fourth doodle, and one of the guys on the register team with me, he said in a low voice, “Hey, I would be careful about doodling. If management sees you, they might say something.”
Now, I took this to mean that they would not say something like, “Wow, your doodles are awesome, can you do one for me?” No, they would say, “Hey, please don’t doodle. Go fold shirts.”
I was outraged by that, but I could tell, what I had already been feeling—this was a repressed workplace. I could feel it, by the way he told me to watch out, the fact that it hadn’t even come from a manager. That my coworker, the other register members had been cowed. That we couldn’t even draw little doodles for a few minutes to pass the time and have a laugh. And, it’s all coming back to me now. All of the little things that add up and equal the vibe and energy of the workplace. Because I remember, one morning, I was talking to Don about his time in the army, Don and Derek—it was early, the start of the day, and we were having a great conversation about his lore, and about the army’s pheonetic alphabet, Bravo, Foxtrot, etc., and how police and firefighters have a separate alphabet. This was the start of the day, probably would be the only chance for real connection in the entire dang 8 hours, and we were really bonding—we had only been talking for five minutes, and there was nothing pressing that needed to be done, nothing more pressing than tidying shirts. We were setting the tone for the day and getting settled in, in my view, which is to me, extremely important. And the assistant manager came over, saw that we were having a fun and engaging conversation, and he came over and told me, in short, to break it up, and get to work. To go fold shirts.
I didn’t like that guy.
Derek knew that I was losing my mind stuck behind the counter, and needed more. He gave me his rubber bouncy ball. When we had walked out to the cars, at the end of a grueling shift, he said, “Here.” And he gave me his rubber band bouncy ball. I said, (I was crashing out, hence the rather depressive comment), “Is this going to save me?” And he said, “Probably not.”
I felt bad about that bad, because Derek was trying to help me out. And he was right. The rubber band bouncy ball didn’t save me. I used it, and was bouncing it around for the rest of my short stay. But of course, that couldn’t be enough.
For some reason, that little story, that moment makes me want to tear up. It’s weird. I think that I did have a budding bond with these security guards, and especially Derek. And I think if I had to unpack it more—I was being crushed by a workplace, crushed by rigidity and heirarchy, and I was losing the fight. My coworkers saw this. I showed up happy and joyful, as I naturally am. Animated, excited. (Out of place.) I was a breath of fresh air, I know it. And I was slowly being ground down. Derek saw it, and he tried to help. It was the best he could do, but he tried. He gave me his rubber bouncy ball.
It’s a terrible thing, when you know you are losing, when you are being ground down, and that things are wrong, and you don’t want to show it, but you can’t help it, and then other people see it, and they ask if you’re okay, and what’s wrong. There was one girl in the workplace, she was cool, and she could see me, she was reading the signs. She saw my descent. She started asking me if I was okay, and what was wrong. It’s so difficult, because what do you say? Oh no, I’m not okay, this place is killing me. No, I feel repressed and isolated, thanks. It turns out that I hate it here. Do you say that? No. You can’t say that. I couldn’t.
Derek had come into the Starbucks sometimes, and I never got anything out of him. He was stoic. Buff, young, blonde guy. Good-looking, and stoic. He didn’t chat, didn’t give me much. I only knew that he worked at Shred, and so when I was going over there to work, I was very interested in him. I knew about a lot of the other team members, because they came in too, and I got more out of them. But Derek, I wondered about. What would he be like? He was an X factor.
What I definitely did not expect is that Derek would be one of my best friends at the store. It took some time for us to become friends, not even the first few days. It happened slowly, but after a few conversations, it started to become clear to both of us, that we had a lot in common. But more than that, we generally were of the same personality type. We just like talking. About anything. Just to kill the time.
There’s this feeling I have, with these security guys, and with a lot of guys that I feel like I can bond with immediately. It’s this feeling of, we’re just regular ol’ guys. We’re just regular dudes. You know? We work jobs, we get paid. We like sports, probably, and beer. We like shooting the breeze, joking around. That kind of thing.
We talked about a wide range of topics. Telling stories. Making jokes. Psychology, girls, weight-lifting, life, motorcycles, memes, guitars, whatever. And although we had our individual quirks and particular interests, Derek understood me. He knew what was going on with me. He knew what I was about, fundamentally. And I understood him. I knew what he was about. That is fundamentally, the most important thing. He was interesting in learning about me, in knowing me. I was interested in him. We appreciated each other’s company.
And so, this young, stoic security guard, the X factor, he ended up being one of my #1’s. You just never know with people, until you start to get to know them. I feel like I’m constantly reminded of that.
I felt bad about leaving my friends at Shred. I felt bad about leaving Derek, the luthieres, David the guitar sales pro. We had bonded, they liked me, I liked them. But I knew they would understand.
There was a lot more of that gregarious, social energy at Starbucks. And that’s why I bonded more with the Starbucks team, in general. Even the ones who drove me crazy, we had more in common, temperment-wise. The gregarious energy. You would think that the guitar store would have been a great fit, because I love guitar, guitars and music, but then, maybe it makes sense. Lots of musicians and guitar players are introverts. (Nerds.)
The climbers are interesting. They seem to be more on the introverted side. They are nerdy, many of them, but they are generally sociable and open. They want to talk and have an exchange. Nerdy, I’m learning (some pro Magic players in the group), but social and friendly.
Since I’ve been here in Nashville, all three of my jobs have been customer-service roles. Starbucks, Shred (retail), now climbing gym. All involve frequent socializing, customer interaction. That part I enjoy a lot, but depth matters. Brief, transactional interactions are not fulfilling. Shredhad fantastic customers, because they were music lovers and guitar nerds, and/or just tourists, checking out a local attraction. Wonderful customer base. Our Starbucks (downtown) mostly had a good base, some regulars, lots of tourists, but we also had people who just wanted coffee and food, and we had to deal with unhoused people, crazies. The climb gym has literally, climbers as the customer base. Or people who want to try it out. Many regulars, many friends. Lots of cool and interesting people. Lots of young people, students, lots of adventurous people, down-to-earth. That’s a great customer base.
The other thing about running a store that I like, is the general operations. Ensuring that things are running smoothly, that we are being efficient, that people are happy (staff and customers), that problems are resolved, that we have organization and cleanliness. That the store is a well-oiled machine. I enjoy that. It’s something that I didn’t know I liked until I worked at Starbucks. Prior to that, I wouldn’t have thought I would enjoy running a store as much as I do.
I wouldn’t say that I am particularly meticulous, but I like to go about things in a logical way, and I like problem solving. I like some degree of order, and like efficiency. Well, there are many opportunities to promote order and efficiency in a store. There are many opportunities for improving things, and you get a tangible, satisfying, real-world response when you do make improvements, or resolve issues. Such as a leaky pipe, an error in the software or database, a customer’s issue. Many opportunities for solving problems, each one like a little puzzle, each one satisfying in the resolution.