"Adam..." His voice carries genuine warmth and pride. "You did amazingly well. That was impressive... truly."
A burst of pride explodes in my chest, warm and slightly embarrassing. "Really? Thank you, Mr. Vale!"
"Indeed." His eyes crinkle warmly. "You possess something that cannot be taught, authenticity. Guests respond to genuine care, and you displayed that naturally." He pauses thoughtfully. "However, we still have ample time remaining. Let us refine the details, shall we?"
And that's how I spend the next several hours getting a masterclass in the subtle art of being a server. He addresses my speaking first.
"Your formality is appropriate, and your tone carries warmth," he begins, walking in a slow circle around me as he speaks. "However... you rush through your words, You would benefit from slowing your pace, softening your volume."
He demonstrates, his words getting softer and slower, and yet somehow carrying better than before.
"When you enunciate clearly, volume becomes less essential. Your words will reach your guest even when spoken gently. Though of course..." he adds with a slight smile, "you must adjust to your surroundings. A quiet café requires a different approach than a bustling dining hall."
He pauses thoughtfully. "You may practice your enunciation in your own time. Simply read aloud, anything will suffice. Pronounce each word slowly, deliberately. Over-enunciate everything."
I nod eagerly, trying to memorize his every word.
"Now," he continues, "you've begun to adopt elements of my walking style, and just as maintaining a steady rhythm is crucial to elegant movement, the same principle applies to speech. Speak as though you're keeping time in your mind."
He demonstrates, speaking a simple sentence with this almost musical quality to it, each word given its proper weight and space.
Yup, just like I thought. Speaking is just as "difficult" as walking turned out to be. Reaching mastery in this will be… complicated.
"Now..." Mr. Vale's expression becomes more serious, though still gentle. "Let us discuss a less pleasant aspect of service, how to handle difficult guests."
I grimace slightly at that. My mind immediately goes back to that rude guy from my first day, the one who snapped at me when I was just trying to clear his table. That interaction has lived rent-free in my head for weeks.
Mr. Vale catches my expression and a knowing smile crosses his face. "Yes, your first day was quite a memorable experience, wasn't it?"
"That's one way to put it," I mutter.
His smile softens, becoming almost paternal. "Adam. In this work, you will encounter rudeness. Sometimes," he pauses, as if searching for the right words, "guests will be… insufferable. There is no gentler way to phrase it."
He moves to stand before me, his presence commanding but not intimidating.
"What I ask of you is difficult, I know. But during service, I hope that you'll maintain mastery over your emotions. After your shift, you may express your frustrations freely and I will listen without judgment. But while working..." His eyes are intense now, serious. "Never lose your composure. Never attempt to 'win' an argument. Never escalate a situation."
He lets that sink in before continuing.
"Your goal as a server is not to achieve victory in a debate. Your purpose is to preserve your own peace and restore harmony to the atmosphere. Think about it, when a guest becomes loud and angry, what does that truly signify?"
He waits for me to think about it.
"That... they've lost control?" I venture.
"Precisely. They have surrendered to their emotions, they have lost a battle with themselves. You may never know the source of their turmoil. Perhaps they carry sorrows from outside these walls. Perhaps they struggle to properly articulate their needs. Or perhaps rudeness is simply their nature." He shrugs. "Regardless of the reason... I want you to be better. To remain an island of calm in their storm."
Then Mr. Vale's expression shifts. Something fierce enters his eyes, a steel beneath the gentleness.
"Now," Mr. Vale continues, his voice taking on a firmer edge, "I must emphasize, I do not ask you to become a vessel for abuse. Never act subservient, Adam. You are a host, not a servant. If a guest proves truly intolerable, we will escort them out. I would sooner close these doors permanently than ask you to sacrifice your dignity."
The intensity of his words catches me off guard. I can feel how deeply he means it.
"If a guest lodges complaints about our service or our food, steel yourself and listen. These criticisms, however harsh, remain within acceptable bounds. However," his eyes sharpen, "should they attack your character, should they demean what you hold sacred: your beliefs, your loved ones. Or should they make unreasonable demands, then that guest will find themselves no longer welcome in this establishment."
I take a moment to process this, trying to put it into my own words to make sure I understand. "So, they can criticize my work, or their experience here. But they can't attack who I am, or the people I care about."
Mr. Vale's expression warms with approval. "Precisely so."
He then launches into specific strategies for de-escalation, his voice taking on an instructive quality.
"That gentleman you encountered in your first week... Yes, he was rude. But there were measures you might have employed to calm the waters, so to speak. We cannot change the people around us, Adam. But through our own actions, we may influence them."
He begins pacing slowly, his hands clasped behind his back.
"When you encounter rudeness, respond with courtesy. If they voice a complaint, apologize and seek to remedy their concern. Should they raise their voice," he pauses for emphasis, "do not mirror them. Maintain your measured tone. Do not allow their anger to become yours."
He stops, turning to face me directly.
"And this... this may prove the most challenging. But I need you to remain composed. Imagine yourself as an actor upon a stage. You are playing the role of an unshakeable server. When they shout, they are not shouting at Adam Gray, they are shouting at your character. Do you understand?"
That's... actually a really helpful way to think about it. Like I'm playing a role. It's not me getting yelled at, it's my character.
"Finally," Mr. Vale says, his voice becoming gentler, "should a guest lose all control, if they speak over you continuously, refusing to allow you to respond, do not engage in a shouting match. Becoming flustered will only fuel their fire. Instead," he demonstrates, standing perfectly still, "cease speaking. Maintain your composure. Look into their eyes, not in challenge, but in patient attention. Hold their gaze for several seconds, showing that you are listening. And when they pause to draw breath, address their concerns calmly."
He places both hands on my shoulders, looking at me with genuine care.
"And Adam, should you ever encounter a guest whom you simply cannot manage, come find me immediately. Do not hesitate. Do not view it as failure. I will always be here to help you. This I promise."
I nod gratefully, "Thank you, Mr. Vale. I'll remember all of this."
He gives a slight nod, the warmth returning to his expression.
For the next few hours, we continue practicing. Mr. Vale cycles through an impressive range of characters: a shy customer who can barely make eye contact and whispers their order, a demanding regular who has extremely specific requests, a perpetually dissatisfied complainer who finds fault with everything, and one memorable character who was so explosively angry I genuinely wondered if Mr. Vale had some repressed rage he needed to work through.
Between these roleplay sessions, we review the menu in exhaustive detail. He guides me through which foods and drinks are popular, and which items pair well together, sharing insights about customer preferences with genuine passion. He suggests I memorize the entire menu if I have time.
The thing is, after working here for three weeks and paying attention during our menu review today, I can already recall every single item we offer. The prices, the ingredients, the most popular modifications. It's all filed away in my brain, readily accessible. I guess it pays to have a good memory.
By the time our four-hour session concludes, my brain feels like it's been through an intensive workout.
Mr. Vale walks me to the door, that gentle smile back on his face. "Have a good night, Adam. I'm eager to see how you'll perform tomorrow."
"I'll... I'll do my best, sir."
"I know you will," he responds warmly.