07 - "A Stranger's Touch" [Emily Nussbaum]

I read this article called "A Stranger's Touch" that was posted or written by Emily Nussbaum.
Link : http://nymag.com/beauty/features/41280/

I think this is a rather "awkward" case of emotional labor. I can't explain exactly why it feels so awkward. But it does. ._.
In the article, a facialist, Francesca Kim, spoke about how the employers don't show care to neither the employees or the customers because they are too busy competing with each other.

They compete over new spa methods, fancy oils, products, and materials, and who gives the best prices for what they are offering. At least that's the idea I received from what she and the writer said.

Emotional labor comes into this because, despite the rush and the cuts in pay, employees are expected to make up for the busy atmosphere by calming the customer as much as they can in the work place. Now, not making enough money or having money troubles like debt would normally cause a great deal of stress and distraction to a person. But in this case, not only would they have to deal with that stress, the employees have to constantly adapt to changes in the business and keep all signs of distress and distraction away from the customer's view.

And now, I believe I know what I found awkward about this emotional laborer's situation. From the way Kim spoke, it felt as though she was complaining not just about her tips and pay cuts and the constantly changing routines of business, but also about the customer's well being. <- got that one from my professor

Kim said “Women walking in are looking for relaxation, they want to get out from under the hustling," “But it’s manufactured—someone is going to be chasing you.". So overall, I've come to a new understanding and view of emotionally draining jobs in general. Competition is hectic. And since each customer takes the time and attention of the employees, both have to pay some kind of price. For the business, new methods and changes means confusion for employees and higher prices for customers. For employees, they have to deal with pay cuts, following the new methods employers have made that could bring in more money, and customers who need constant tending-to left and right. For the customers they have to deal with the busy, fast-paced, and confusing atmosphere the employees have made, along with the high-chance of not being served properly due to the tugger-war over which customer gets which employee for pampering. I've been to a hair salon before and I've seen how crazy things get. One of the employees would start doing someone's hair but someone else needs help with their hair and due to lack of help (and the hope of not losing a customer) the same hair stylist has to go between both at the same time. And from experience, I can say that the aching pain of sitting on a chair with smelly chemicals in your hair and your head constantly tilt back with the stylist shouting "Don't move" everytime you try to get comfortable is rather .. what's the word for it? ... "draining", "bothersome", "tiresome", and of course "painful".

I'm pretty sure if things were made easier for the employees, the customers would receive much better service. But again, with the pay cuts from greedy and competitive bosses/employers, it will be a hard goal to accomplish.