First fieldwork: Exploring Cashier's life

My first fieldwork was done in the cashier area of City Express (City University’s canteen) in the evening on Wednesday. I observed one cashier and around 8 customers at the counter in five minutes. I found that life is like a play and people always play different roles.

For “front”, City Express provides its cashier with some expressive equipment that she needs to play the role, such as cash drawer, computer, octopus payment machine, money and food menu. The cashier was dressed in yellow-coloured uniform. She was made up with red lip in order to give a more energetic look. Her hair was clean and tidy and trimming with a topknot. The cashier liked smiling to her customers and had a friendly voice. She was very polite to all customers and being customer-oriented.

For “line”, the cashier played the role with raising her hand when she was welcoming customers, having the basic knowledge of City Express’s menu, using different languages (Cantonese, Putonghua and English) to communicate with the customers and controlling machines with professional skills.

For daily routine, the cashier greets her customer and asks if anything will be ordered. Secondly, the cashier reports the price to her customers with professional knowledge. Then the cashier receives the money and exchanges money back to the above customer. Finally, the cashier says “thank you” politely and welcomes the next customer.

For “regions”, the “onstage” is the cashier area of canteen while the “backstage” is the staff’s restroom or changing room. Cashier is also working in “teams” and her “team members” are her manager, supervisor, other cashiers and City Express’s staff.

Cashier performs differently in various situations. In my observation, one customer asked if City Express changed the contractor. Then the cashier answered friendly and politely. Consequently, the customer gave praise to the cashier’s uniform and her attitude.