Wisdom From an Unexpected Source

Over the years, my landlord and I have developed an unusual sort of love/hate relationship. We respect each other; we each understand that we could have been stuck with a way worse landlord/tenant. We realize that we share a common work ethic, sense of responsibility and a sort of fantasy about fairness and justice in the world.

Be that as it may, he has always just…gotten on my nerves. Since he actually owned and ran the café for a year before we bought it, he hasn't been able to resist putting his two cents in on everything from menu changes to purveyors to personnel issues. And he has been so very present. It is unusual for more than a week to go by without seeing him in the restaurant or around the property. 

Since he does his own property maintenance and he refused to invest in sprinklers when he built the place, he is around every day in the summer—cutting grass, watering the lawn, fussing with one thing or another. I wonder how many other small business owners could have cheerfully tolerated such a hands-on, ever-present property owner?

Well, I have tolerated him…though not always cheerfully. When I'm tired, frustrated or stressed out (which is most of the time), I'm most likely to duck into the back kitchen when I see him coming; or treat him to surly one-word answers if he does manage to buttonhole me. And, to his credit, he has tolerated (and to some extent, been chastened by) my treatment of him. The result of all this being that we don't like each other, but we really do. Or something.

Since I gave him the news that we would not be renewing our lease, our relationship has actually improved; partly because the decision has relieved me of a lot of the stress, frustration and exhaustion that has made me such a harpy. So, the other day, he was sitting in the café enjoying his cup of milked-down Earl Grey tea while I was trying to close the place, and he pointed this out to me—the part about me not being such a harpy anymore (though not in those exact words…)

I thought about this for a bit, then replied, "You know, that's partly because now I don't have to deal with (the husband's) uncertain commitment to the place. Now I just know he's not interested in doing it, and I can't do it by myself." Probably sharing a bit more than I needed to about my feelings of having been let down by my business/life partner.

"Yeah…I've seen (husband) around the place. And it's obvious the way he walks that he's in a lot of pain…"

Duh.

Of course he's in a lot of pain. In fact, there are times he can hardly walk. He wears a brace on one leg to try to compensate for 54 years of trying to function with the flattest feet known to man. Between that and the scary blood clot incident a couple of years ago, and his eye problems, and the fact that the stress, irregular hours and bad eating habits that are part and parcel of our business venture have caused him to gain back a fair portion of the sixty pounds he lost before we bought the restaurant… He is simply not equal to the physical demands of running this restaurant.

Me? I'm not exactly a prime physical specimen, either…in fact, I'm direly out of shape, and in pain most of the time from tweaking some part or other of my half-century-old body scaling the equipment to get at the upper level storage or hauling a fifty-pound box of potatoes into the kitchen or some damn thing that I have no business doing at my age. But there's a certain amount of I've been doing this kind of thing all my working life and I'm just used to it. Whereas, for the past sixteen years, the husband has been making his living widening his butt with the seat of a desk chair. If I'm marginally up to the twelve-hours-on-your-feet-without-a-break aspect of owning a restaurant, the husband is utterly…not. And it took Mr. Landlord's casual observation to smack me upside the head with this fact.

So I have him to thank that another layer of resentment and ill-feeling about the less-than-ideal outcome of our business venture has been lifted from my shoulders. The Universe sends help from the most unlikely sources, does it not?

Success As The Absence of Failure

Recently, my days at the café have become a series of "Lasts…"

On Thursday, we toasted The Last Thanksgiving at the Hot Flash Café.

We've decorated The Last Christmas Tree(s).

And I'm beginning to think about The Last Christmas Party.

In the months ahead, there will be The Last Valentine's Day Dinner; The Last Easter, Mother's Day and Father's Day Brunches. No, wait. No Father's Day. We'll be closed by then. Whew.

I look ahead to these things, not sure whether to dab at my misty eyes, or rub my hands together in anticipation. So conflicted. Guiltily happy; frustratingly maudlin. Shoot me now.

But it got me thinking, today, about success, and failure. What they are. Whether they are. Do success and failure even exist, in the context of personal busyness?

Not "business." Busy-ness. The things we do keep ourselves busy. Occupied. Off the streets and out of trouble. Alive and vital. Interested and in touch. Is success measured only by accomplishment, or in simply doing?

Because it's certainly true that we enjoyed a measure of success with the café. During these challenging economic times, our doors have remained open. We are solvent. Going on five years now. That's about as much as one can ask for, these days. But…it doesn't feel like success, really. Not as I imagine the world defines "success."

But, for me, perhaps the success was just in the doing. Coming as I do from a family of devoted non-risk-takers, the kind of people who get a job and stay with it for as long as it will have them, or as long as they can stand it, 'til death or retirement do they part… It feels like a tremendous victory to have stepped out and actually DONE the thing I thought I wanted most in the world.

That it turned out NOT to be the ultimate solution to my life, NOT my highest and greatest destiny, NOT the thing that completed me…doesn't seem to matter.

Because I would never have known that if I hadn't tried. I would always feel as if I had been short-changed by life, or as if I had short-changed life, if I had not at least given it a go.

Am I disappointed, disillusioned, distressed and exhausted as hell?

Yes.

But I am NOT a failure.

I am left with that. That tiny leg up…to my next adventure.

The Season of Letting Go

So...

We cracked open a bottle of fourteen-year-old Dom Perignon (a years-ago gift that I found when I was cleaning out my pantry on Wednesday)

and drank a toast

to the last Thanksgiving at the Hot Flash Cafe.

Peace?

Peace? Have I made peace with the coming major change in my life? It seems as if I have…at least for now. I don't quite know where the peace is coming from. But I won't chase it away…

I have a feeling that it partly comes from knowing that there will be an end to this. A stopping point. A point at which I can sit down, wipe my brow and declare, "Done!" For the past four years, I have not had the luxury of even considering that option.

When you run a business—a business that you have no business running by yourself—you are NEVER done. There is never a time when you can sit back, look at it and say, "I DID it." There is never a sense of achievement. You hardly have enough time to pat one accomplishment into place before turning to confront the Pile of UN-done things that you never seem to be able to get to. Pick one and start hammering away at it. Accomplish it, or not, depending on how many other fires you have to put out in the process. Meanwhile, ten other things have been added to the Pile.

I'm sure there are people out there who can live this way. Maybe there are even people who thrive under the pressure. There was a time when I thought I was one of those. 
And, truthfully, if I had only had to face that kind of life for one or maybe two years—kinda what I thought it would be when we went into it—I might have made it. 

But it just went on too long. Too many years of not being able to see the light at the end of the tunnel. Too many years of juggling…always with one or two things popping out of the pile I was trying to juggle and clattering away across the stage. And no lovely assistant to at least pick them up for me and chuck them back.

So now I can at least say, "In six months, I'll be DONE."

I'm finding it's a marvelous thing to look forward to.

Progress

Today, we broke the news to our landlord that we would not be renewing our lease. 
That's as official as it gets, I guess. And when he asked why, it was a lot easier to answer than I thought it would be.

"Basically, I cannot do this by myself anymore."

I'm surprised at how eagerly I have embraced this…this dissolution of the thing I thought I wanted more than anything else in the world. Mr. Landlord started making noises to the effect of giving us a month-to-month lease if we haven't sold the business by the time the lease is up.

"Absolutely not," I shot back, almost before the words had finished leaving his lips. "As of June 30, I'm done. Period. I'd be done as of today if I could."

We spoke to an agent last night…who basically told us we'd be lucky if we could GIVE away a business in this economic climate. Oddly enough, that didn't bother me. I knew there was a strong possibility that we would end up locking the doors and liquidating rather than turning the keys over to a new owner. In some ways, that is a far more attractive option to me than having to possibly train my replacement. For many reasons—some emotional, some practical—it will be a lot easier to just brush the dust from my hands and ride off into the sunset.

So, yeah…I'm counting the days. In fact, I realized today that it may be a much shorter time than I thought. I was thinking in terms of June 30—the day our lease is up—being my last day of work. Then I realized we will probably be closing the doors more like May 31—since we will only be responsible for paying June's rent, and that money comes out of May's proceeds.

Six months, then. Six months and twenty days, to be precise.

Yeah. I'm all over that.

Surrender

I should have known, when I almost pulled the plug on my marriage, that something else was really the problem. Yes…there is a plug that definitely needs to be pulled. But it is not my marriage that is going to get the royal flush.

After a perfectly ghastly spring and summer, I have come to the realization that I cannot do this anymore. Partially because it is, in the famous words of someone very close to me, "not what I signed up for."

I was not supposed to be doing this by myself after four years. We had anticipated that the husband's job would be going away within a year…eighteen months at the outside. And that we would then be doing this together. At least that is what I understood was the plan. Fifty-one months later, I am still wearing every hat, juggling every plate, using fingers and toes I don't have to try to hold this thing together.

I am not a person I know anymore. I am not a person I LIKE anymore. I'm not a person ANYONE likes anymore, for that matter. Which, I'm afraid, is part of the reason the husband has retracted his interest in becoming a full and equally functioning partner. Kind of a "chicken/egg" situation, actually. I can't seem to make it clear to him that the reason I am what I am right now is that I am totally overwhelmed, and if he DID come on as we had planned, things would most likely change. For the better. Be that as it may, he's not buying it. And, in the end, I've discovered I am not equal—was never equal—to the task of running this business by myself.

Truth be told, I don't know what task I am equal to anymore.

It seemed I was better off—at least, I wasn't making a public ass of myself—when I was angst-filled, semi-employed, bored and at loose ends, with only my keyboard and the anonymous ether to vent on..or at…or whatever. THAT life—and that oddly comforting little community into which I fell, quite by accident—is gone as well. I won't have that to fall back into. Probably a good thing…I don't know.

But I think…I think what I'd really like to do when all this is over is just go crawl under a rock. And stay there. For some unspecified amount of time. Until I feel human again. If that ever happens.

Now begins the task of disassembling all that I thought I had built in the past four years.

Which shouldn't be too hard, since it has mostly fallen down around my head already.

I'm not sure I'm ready for another crash and burn. But life isn't always about what one is ready for, is it?

Grumble

I don't have the statistics here in front of me, but I know (from personal experience) that a huge portion of our living-wage manufacturing jobs have been re-distributed—out of the country. The United States now has what they call a "consumer economy." An economy which can only remain robust when people buy stuff. Not a traditional or even viable economic philosophy, by any means. In fact, it's entirely probable that the concept of a consumer economy was only recognized when it became obvious that was what we have descended into.

Economies are supposed to be based upon making stuff, not buying stuff. We should be making or producing something that we can trade—either for money, goods, or services—on the world market. But here in America, the Fat Cats who are supposed to be concerned with keeping the economy vital, have outsourced all our jobs. And they have charged US with keeping the American economy sound (and keeping THEM rich), by continuing to buy all the stuff they now have made in India or China or Central America, for a fraction of what it would cost them to pay US to make it here. So, they get the money, and we get…what? The incredible honor of serving them in restaurants, hotels, country clubs and casinos…because those are the only jobs left to be had?

Oh, yes…the Service Industry is growing by leaps and bounds. Basically because the poor schlubs whose jobs have gone away get to be employed waiting on the asshats who sold those jobs to the lowest bidders overseas.

Now, I am a card-carrying member of the Service Industry, and I have been for most of my adult life. Since before the entire national economy hung on our every move . For the most part, it was an enjoyable challenge, trying to guess what would be the Next Big Thing, and getting it out there with a smile and a flourish. It was satisfying to make someone happy, gratifying to brighten someone's day. And they would smile, and say, "Thank you!" And everyone would go home and sleep well at night.

Then, four years ago, in the midst of this shift from a real economy to one based on speculation, greed and all kinds of negative abstract concepts, I bought a restaurant. And, boy, have I learned a few things about what it means to own a service business in 21^st-century America. Let me just say it has not done anyone any favors to strap the fate of the nation to our aching backs.

The buzz these days from just about everyone you talk to is that we have forgotten how to give good service in this country. Let me stand up in defense of my industry, for a moment. I have to believe that a large part of the problem is that not everyone is suited to a service job. Many of the folks who have been flung into our industry because there's nowhere else to go do not have what it takes to BE good…well, servants. They're doing the job because it's what there is to do, not because they enjoy it or find it satisfying. And that is a terrible problem for our industry. For all that we are the most over-worked, under-paid segment of the working population, there is a tremendous amount of skill, knowledge, and talent required to do what we do WELL. Someone who was perfectly happy to man an assembly line or work alone in a cubicle in front of a computer screen all day, probably won't be very happy, or very good at, chatting up customers while steaming a milk for a latte to 140 degrees.

And speaking of that 140 degree latte, let me also say that, from MY side of the counter, the general American public no longer knows how to GET good service. To encourage, accept and reward it, rather than to demand it as some kind of entitlement.

When some woman I have never seen before walks up to my counter and barely interrupts her cel phone conversation to churlishly demand a half-caf vente macchiato (which is a Starbuck's drink, by the way…and, um, we are not Starbuck's…) at exactly 140 degrees or she WILL bring it back (and I am led to wonder whether she carries a stem thermometer in her purse…), and sighs and rolls her eyes when we try to establish what she would like to order from OUR menu, raps her acrylic nails on the counter and continues her slightly over-loud phone conversation while we make her drink, takes the drink from our hopeful yet fearful hands, tastes it, makes a face, says, "Tsk…it's fine!" and stalks away, pointedly ignoring the tip jar next to the register…

That's when I know I'm not in Kansas anymore, Toto. And even those of us who used to enjoy serving and satisfying the public, who used to get a charge out of the grateful smile of a contented customer…look at each other and say, "Why, exactly, DO we do this?"

More and more, we are becoming a nation of the "haves" and the "have-nots." And despite the fact that the have-nots outnumber the haves many times over, our culture, our media, encourage us all to look, act, and aspire to BE the haves. Not being rich is not good enough. It is not noble or admirable or even tolerable to be…modest. To be "comfortable." To be barely making ends meet. Because we all have to act like we have money. We all have to have the newest gadgets, the trendiest clothes, the latest adornments. And we all have to demand to be treated like Mr. and Mrs. Got-rocks by any person charged with the unfortunate task of waiting upon us in any place of business. As a result, the Service Industry—that place where more and more folks find themselves toiling—is becoming a less and less attractive place to work. At our sides are people who don't want to be here and aren't any good at it, and from across the counter, a heretofore unprecedented degree of rudeness and aggressiveness is exploding in our faces.

So maybe THAT'S why good customer service seems to be a thing of the past. Ya think?