Have you noticed something different about retail and restaurant workers this holiday season? They seem younger, more likely to be men, and more often African-American too. I have noticed this pattern in D.C., New York, and other cities. And as it turns out, labor market data show that I’m onto something.
The labor force participation rate among black men is nearly 65 percent, up from 62.2 at this point five years ago. And the teen unemployment rate for African-Americans has dropped by nearly 4 percentage points over the last year alone. Black teenage boys especially have benefited, with their unemployment rate dropping by 20 percent. Unemployment for those with no more than a high school diploma has also dropped in the past year, from 4.2 percent to 3.3 percent.
But there is something else I have noticed. Workers at these establishments and in other entry-level positions appear to be less comfortable in the work place, and they are taking some time to acclimate to the demands of a job. Here’s an example: In a deli I frequent, my regular hot sandwich, which normally takes no more than 6 minutes to prepare, took almost 15 minutes. The result was great, but it appeared to be the product of a do-over.
Another time, a young cashier at a Starbucks expressed surprise that in addition to my coffee, I was spending $3 on a copy of the New York Times. He seemed shocked, understandably, that I would purchase clunky newsprint to get information already on my iPhone, and in doing so he forgot that it’s best not to discourage sales.
Both incidents made me smile because I love what they represent. Getting used to working can be difficult at first, and so many of the people working these jobs are just getting to work for the first time. With unemployment below 4 percent and more job openings than there are people to fill them, employers are pulling in people who spent time in prison, people who have struggled with addiction, people with disabilities, and people who simply have not held a job for a long time, if ever — and that’s something to celebrate. It is also worth celebrating that average hourly earnings in retail are now $16.15, up 4.5 percent in the past 12 months.
The people who greet customers and ring up sales are often the faces behind the numbers we hear about in Department of Labor reports each month. They are coming off the sidelines and earning income for themselves and often for family members. They are learning from their fellow workers and supervisors, even from their customers (both good and bad), and they are participating in a social activity: All workplaces are little communities, and new members grow by learning how to be a part of the community’s routines and fulfill its expectations. It is good that new workers are placed outside their comfort zones. Work, even behind the deli counter, is an essential step to a better life.
This situation requires some patience and understanding on the part of customers who encounter these new workers. We should keep that in mind this season and beyond.
Employers, for one, need these employees to stay with them to help keep up with customer demand. I am hoping that employers will do a little more on their employees’ behalf. First, they need to be patient: Employees make mistakes, but they need second chances in order to become better workers. Second, training employees to excel with soft and hard skills gives them a reason to stay on board longer and will be useful to them in their current role and in future employment.
Customers have to be patient, too. There is nothing more discouraging to a new worker than a rude customer. Personally, I try to address the people serving me by the names on their nameplates. And I work at being polite: I have often told my kids that you can get a good glimpse of someone’s character based on how they treat waiters and waitresses. It’s in all of our interests to encourage new workers to keep at it, and anyone who spends their days serving other people deserves some extra respect.
One other thing: Tip generously. The reward for work should be as great as possible, but employers can only pay so much while keeping a business afloat. Something more from the customer sends the message that the work is valued highly — and more importantly, it provides a little extra income for someone who could use it.
And if more of it goes to the worker, and a little less to the tax man, even better.
Robert Doar is the Morgridge Fellow in Poverty Studies at the American Enterprise Institute.
