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Fátima Lima (she/her/hers), Low Entropy Volunteer Writer


My professional journey began in the vibrant city of São Paulo, Brazil, where I landed my first job as a phone operator at a major newspaper. Little did I know that this would mark the beginning of a long and rewarding career in customer service. Soon after, I found myself in the engaging world of aviation, serving as a reservation agent for the legendary Pan American World Airways, a name synonymous with the golden age of travel. Many may recall Pan Am, perhaps through the lens of the iconic Leonardo DiCaprio movie, Catch Me If You Can. 


Securing that job felt like entering a dream. The charm of it all, not to mention the perk of complimentary travel — I mean, who wouldn’t use the opportunity to catch a flight whenever a seat is available? I could casually head to New York or Miami for a weekend escape! However, let me be sincere: despite the apparent opulence, there’s more complexity beneath the surface. Undoubtedly, the thrill of jetting off to diverse destinations is exhilarating, but the sobering reality sets in sooner or later. Managing a handful of customers who are far from easy to please serves as a reminder of the real draining challenges.


Suddenly, after a while, it wasn’t just about me and my job; there were bills to pay and a family to raise. I did try my hand at changing fields at one point, but you know how it goes – sometimes, you find yourself in a pace, and it’s not that easy to switch lanes. So, there I was, navigating the world of business travel for many years. Now, let me tell you about the delicate dance between exhaustion and kindness that became my everyday routine. It’s a bit like trying to balance on a seesaw, you know? Juggling the demands of work while keeping that warm, friendly touch can be quite a challenge. 

I ended up in a very tight spot. I was responsible for managing a unique business travel account that no other coworker was willing to handle – they said the clients were extremely demanding. While this was indeed the case, I consider myself patient and empathetic. After some time, I learned how to navigate their requests and interact with them effectively. Well, once I received a very strange request. A client called and said, “I need you to book a hotel in Los Angeles, but the toilet bowl has to be white!” 

That turned into a bit of an office joke for a while. I mean, who cares about the toilet bowl’s colour, right? Anyway, I took a deep breath and started calling hotels. This was a time when the internet wasn’t as user-friendly, and travel agents had to juggle multiple tasks. Picture the challenge, especially in a city known for its art deco style, where washrooms flaunt a variety of vibrant colours. After some effort, the reservation was successfully wrapped up, and all the travel details fell into place. Throughout the process, I couldn’t help but wonder whether or not this person must have a reason for this request.


After a few weeks, my company scheduled a meeting involving the client, myself, and my director. Initially, I thought, “Well, it’s done; I’ve lost my job!” However, it turned out that the client wanted to express gratitude because it was the first time her specific request had been attended to. She was battling a very unusual type of cancer and taking very strong medications. If her urine changed colour, she needed to rush to an emergency room. At that point, the client chose not to disclose this situation to the company she worked for, and her previous requests had gone unnoticed by others who failed to recognize the urgency tied to her unique health condition. 


Whenever I reflect on how my years in this field have been far from easy, they have been incredibly fulfilling. Working in this industry has allowed me to connect with people from all walks of life, navigating the intricacies of their needs and desires. Whether it’s assisting a client in planning their dream journey or addressing concerns with the utmost professionalism, every interaction is an opportunity to make a positive impact. I will never forget this specific client’s struggle, and no matter how challenging the situation is, the results of a simple act of kindness surpass all the burdens of a workload. Customer service is not just a job; it’s an art of understanding, empathy and, above all, making a difference in the lives of those we serve. So, the next time you encounter a dedicated service professional, remember the depth of commitment and the potential for positive influence that lies behind the scenes of their seemingly ordinary day.

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My name is Fátima Lima, and writing is my therapy. I believe art makes us better people, providing many ways to reflect on today’s world, the past and the future. I live in New Brunswick, Canada, and my day-to-day job is in a multicultural settlement agency. The best thing about collaborating with Low Entropy is the freedom to write subjects I love, the way I can write.