Seeing the World Through Public-Facing Work: The Quiet Lessons of Serving All Walks of Life
There’s a unique perspective gained by those who work directly with the public. Whether in grocery stores, pharmacies, fast food counters, or general merchandise, these individuals meet people from all walks of life every day. It’s a form of education you can’t find in books or lectures—a real, human perspective shaped by countless interactions with strangers whose lives, challenges, and dreams vary wildly from our own.
Recently, at a networking event, someone spoke about the importance of stepping outside their usual circles through volunteer work. Although they don’t serve the public in their day-to-day job, they volunteer with organizations that connect them to people with vastly different backgrounds and experiences. They shared how these volunteer experiences have given them a better understanding of different socioeconomic statuses, personal struggles, and life aspirations—perspectives they wouldn’t otherwise encounter. It reminded me of a line from Leaves of Grass by Walt Whitman: “You shall no longer take things at second or third hand.” The world they encountered wasn’t one they simply heard about or saw in passing—it was up close, raw, and eye-opening.
Public-facing work offers a similar type of education. It’s a crash course in human connection, empathy, and the diverse realities people face. Working with the public in a pharmacy, for example, isn’t just about filling prescriptions; it’s about recognizing the struggles behind each request. It could be the exhaustion of a parent picking up antibiotics late at night or the worry on a customer’s face as they ask questions about a medication. A recent conversation with a candidate who had a retail pharmacy background got me thinking about this.
In fast-food lines, we meet families on a budget, teenagers learning independence, and older customers looking for a familiar spot to sip coffee and chat. Grocery stores reveal how people make ends meet, deciding between fresh produce and items that stretch a bit further. For those who choose to see it, these experiences reveal the realities of humanity: the resilience, the joy, and often the quiet struggles people carry every day.
But truly leaning into these encounters, really listening and being present, requires effort. It’s not just about observing but about actively engaging with curiosity and humility. It’s choosing to see each person as an individual, not just as a customer, co-worker, or passerby. We need to step out of our assumptions and make space for understanding, even if it means confronting our own biases or recognizing the limits of our experiences. By doing so, we open ourselves to a fuller, more honest view of the world and the countless lives within it.
Ask yourself: How has your view of the world been shaped? Who do you spend time with? Are they mostly people who share your experiences, values, and lifestyle? Have you, even once, spent time learning why someone might not have the things you have? If you’re one of those who work with the public, what have you learned from these countless interactions?
For those willing to see it, working with the public or engaging in volunteer service can be more than a job or an obligation. It’s an invitation to witness the diversity, complexity, and resilience of the world around us. It reminds us to look past assumptions and, as Whitman encouraged, to no longer take life “at second or third hand.” And perhaps, by truly leaning in, we not only broaden our own perspective but also honor the humanity of those we meet along the way.