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13 Behind-the-Scenes Secrets of NASA Mission Controllers

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Films such as Apollo 13, Armageddon, and The Martian depict NASA’s Mission Control Center as a place of high stress and nail-biting suspense. But what’s it really like to work there? We got the inside scoop from several current or former flight controllers at the Johnson Space Center's (JSC) Mission Control Center in Houston, Texas—NASA’s primary Mission Control Center for human spaceflight. (You might know it by its radio call sign “Houston.”) There, flight controllers are responsible for ensuring the safety of astronauts and spacecraft, monitoring the International Space Station (ISS), and providing constant operational support from the ground.

1. “FLIGHT CONTROLLER” IS A GENERAL TERM.

There are a variety of roles that are essential to making Mission Control run smoothly, and “flight controller” is an umbrella term that encompasses many of them. For each mission, a group of engineers, scientists, managers, technicians, biomedical engineers, quality control inspectors, and designers all work together to ensure the safety of astronauts and spacecraft. According to Ben Honey, a NASA ADCO (Attitude Determination and Control Officer) flight controller, team sizes vary from a skeleton crew—the minimum is six people—to more than a dozen individuals.

“A busy day (say, a vehicle docking or spacewalk) could have a full team of at least a dozen people in the front room and many more in support rooms,” Honey tells mental_floss. A skeleton crew, meanwhile, consists of six roles: Flight Director, Ground Control, ETHOS (Environmental Control Systems), SPARTAN (Power Systems), ADCO (Navigation Systems), and CRONUS (Data and Communications Systems), Honey says. But no matter how many people work in Mission Control at any given time, the ultimate responsibility is in the hands of the flight director, who manages the team of flight controllers.

2. THEY’RE YOUNG.

According to NASA Vehicle Systems Engineer Holly Griffith, who worked as a flight controller for the Space Shuttle Electrical Power System at the Johnson Space Center from 2004 until 2012, people are often surprised to learn how young most flight controllers are. “I was 25 when I started, and the majority of my colleagues were similar ages,” she tells mental_floss. Even during Apollo 11—the 1969 NASA mission that landed the first two humans on the moon—the average age in the control room was just 28 years old.

That youth can be a big asset when it comes to working the long hours required of the job. As Griffith points out, young flight controllers who lack the added responsibilities of marriage and children are often more willing (and able) to work nights, weekends, and holidays. (It’s not so much that NASA specifically recruits young people for the job, interviewees say, as that young people are more likely to apply.)

3. GETTING THEIR JOB IS NO EASY FEAT.

Flight controllers at NASA come from a variety of educational backgrounds, but most earn degrees in STEM fields (science, technology, engineering, or mathematics). Some flight controllers earn additional degrees in business or communications, which may help prepare them for the job’s high level of cooperation and demanding team management responsibilities. After completing their education, grads who want to work in Mission Control may apply to a NASA internship or work for a NASA contractor that provides personnel to NASA.

Once they get their foot in the door at NASA, aspiring flight controllers must complete up to a year of rigorous training. Depending on the team they want to join, most new hires take classes, get tested on what they’ve learned, and take part in simulations that help them practice how they would respond to surprises such as malfunctioning equipment, a debris strike, depressurization, or a fire. They’re also observed by supervisors while they learn to carry out tasks. The end result of the training process is certification, which is highly individualized depending on which role a flight controller is aiming toward. Once certified, the flight controller is responsible for carrying out their job duties without a supervisor watching over them.

4. COMMUNICATION SKILLS CAN MAKE OR BREAK THEM.

Forget the stereotype of a nerdy scientist who doesn’t speak or interact well with others. While flight controllers are first and foremost engineers, responsible for applying an enormous amount of technical knowledge, good communication skills are equally important.

“For a job in engineering, communication was just as much a part of the job as technical knowledge,” Griffith explains. “We were set up in the room by our systems, and if something in the power system fails that cuts power to a fan in the environmental system, I may need to be able to explain higher-up electrical concepts to the environmental person and they will need to tell me why it's important that we get the fan back ASAP.” The ability to communicate accurately and succinctly with colleagues, especially under pressure if a major failure occurs, is vital. “Much of our training is spent on good communication and our communication skills are a huge part of our feedback and could even fail you in the certification flow if not good enough,” Griffith says.

5. THEY SPEND A LOT OF TIME DOING PAPERWORK.

“Much of a flight controller’s job is paperwork and the integration and coordination that go along with that paperwork,” NASA flight controller Robert Frost writes on Quora. When Space Shuttle missions were still running (the Shuttle retired in 2011), that paperwork could start years before a mission. Even today, tiny changes in the technology or software used aboard the ISS can involve multiple international stakeholders, all of whom need to be kept informed via paperwork.

Once a mission begins, flight controllers are also "sitting console”—being perched at a large desk with multiple monitors receiving data from equipment in space. Their job is to continuously monitor that data, and make sure each piece of equipment is working as it should be. That way, Mission Control on the ground stays connected to what’s going on up above.

Even then, "we're always doing paperwork—we're constantly keeping a log," Griffith says. "We have a Word template that logs MET (Mission Elapsed Time) and GMT of every call/action from/to the crew, other flight controllers, the Flight Director, etc. We log everything and the other team reads this during handovers."

6. THEY DON’T GET MUCH VITAMIN D.

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Because the ISS is a 24/7/365 operation, Mission Controllers are used to working in a dark room, seeing only the artificial light emitted by their monitors. “Most of us have engineering degrees so are already used to working nights during college or in labs doing research, so this part [of the job] doesn’t really take much adjustment,” Honey says.

But while they might miss seeing sunlight stream through the windows, Mission Controllers do have ways to get some Vitamin D. “We don't have to sit inside Mission Control for our nine hour shift without leaving," explains Honey. "On most shifts (but not all), there are times we can take a break, and I will often go for a short walk outside to get some sun if it is a day shift.”

7. BAD WEATHER IS ONE OF THEIR BIGGEST CHALLENGES.

If a hurricane or other natural disaster strikes Houston and shuts down power to Mission Control, NASA has a backup control center at the Marshall Space Flight Center in Huntsville, Alabama. According to ISS flight controller Pat Patterson, who works at Marshall but is part of the Mission Control team in Houston, one of their greatest challenges is dealing with weather. “Since our control room operates around the clock, 365 days a year, and we are in Alabama, even snow and ice can result in issues getting to and from work,” she reveals in a Reddit AMA. “When hurricanes shut down Mission Control at JSC in Houston, key flight controllers came here to use a backup control room.” And if that backup center in Huntsville loses power or undergoes major maintenance, flight controllers have yet another backup location in Huntsville they can head to. “It’s small and only has enough space for a bare-bones team, but it works,” Mason Hall, another ISS flight controller, writes on Reddit.

8. COFFEE AND SNACKS KEEP THEM GOING.

With limited breaks and long shifts, people who work in Mission Control turn to caffeine and snacks to help them stay alert. “As with any 24/7 ops facility, food and coffee are a big part of what keeps us going,” Honey says. “People often bring in lots of goodies for big events. Sometimes we will have a special cake for a crew’s undocking day, for example. But we also just like to stock snacks at the consoles to get us through the night shifts.”

9. THEY’RE INTIMATELY ACQUAINTED WITH ACRONYMS.

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To work in MCC at NASA, you’ve got to be good with acronyms. Flight controllers speak (and think) in abbreviations, such as FDO (Flight Dynamics Officer), EECOM (Electrical, Environmental, and Consumables Manager), PDRS (Payload Deploy Retrieval System), and MMACS (Maintenance, Mechanical, Arm, and Crew Systems). Flight controllers even have acronyms on their consoles, which describe the function they’re associated with (and sometimes the call signs by which they're known).

Do all the acronyms ever confuse laypeople? As Hall says: “I have a friend who misreads my ‘ISS’ tweets as ‘ISIS’ every now and then, and it makes me laugh!”

10. GENDER IS LESS OF AN ISSUE THAN IT ONCE WAS.

All flight controllers at NASA were male until 1972, and all flight directors were male until 1991. But today NASA makes an effort to be diverse. According to Griffith, who has had four female managers, gender was fairly mixed during her time at mission control. “I feel like I’ve been so lucky at NASA—at one point our group was 50/50 men/women.”

“Could we be doing better?" she asks. "Yes, but that brings up another question—overall fewer women tend to go into things like mechanical engineering (in the U.S.). When I graduated women were 20% of engineering grads … that number isn’t much different now.”

11. THEY HAVE MIXED FEELINGS ABOUT THE MOVIES THAT DEPICT THEM.

Mission Controllers are divided about movies that depict them and their colleagues, arguing that some films are accurate in their portrayals while others are laughably inaccurate. “Honestly it depends. The Martian was fantastic and Andy Weir did an amazing job researching before he wrote the book. Apollo 13 was also great,” Griffith says.

Her take on Armageddon? “Nah. I mean I liked the film but if what you’re going for is realism I wouldn’t pick that one,” she says.

12. THEY HAVE THEIR OWN CREED.

Given the huge responsibilities they shoulder, flight controllers take their job seriously. So seriously, in fact, that they have their own creed, which is posted in Mission Control. Besides pledging to strive for discipline, teamwork, and toughness, the flight controller’s creed acknowledges the privilege (and burden) of holding people’s lives in their hands; they pledge “To always be aware that suddenly and unexpectedly we may find ourselves in a role where our performance has ultimate consequences.”

13. THEY MARVEL AT HOW INCREDIBLE THEIR JOB IS.

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Working for NASA is a normal job with coworkers, bosses, and a paycheck, but the surreal nature of supporting space missions does hit flight controllers from time to time. Besides helping to advance our understanding of science, technology, and space exploration, flight controllers have the privilege of communicating with humans who live and work approximately 250 miles above the surface of Earth.

“Sometimes, it’s really crazy to think about what we actually do for a living,” Hall writes. “Sometimes we go outside and watch the ISS fly over at dusk. We see it soar across the evening sky like a really bright star, and then we can go inside our control center and watch live video from inside that bright point of light and see the astronauts floating around and performing science experiments. It really blows your mind!”

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9 Behind-the-Scenes Secrets of Hollywood Body Doubles
Hugh Jackman and his Real Steel body double, Taris Tyler
Hugh Jackman and his Real Steel body double, Taris Tyler
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When you see the back of an actor’s head in a movie, it may not be the actor you think it is. In addition to stunt performers, most movies employ body doubles (or photo doubles) with a passing resemblance to the principal actors. While some body doubles are brought on set for specific skills—like helping an actor pass as a professional athlete—the job can often involve just being a body, whether that means being nude on camera, having photogenic hands, or appearing in place of actors who can’t be on set for some reason. Here are nine secrets of the job:

1. THEY MIGHT ONLY BE MODELING ONE BODY PART.

Body double Danielle Sepulveres has played the hands of other actors in plenty of roles in her career, on TV and in beauty commercials featuring close-up shots of her holding moisturizer or makeup. She’s drizzled dressing on salad in place of Brooke Shields. She regularly slides files across tables, makes lists, and pours wine in the place of actresses on The Good Wife. (She has also played Jill Flint's butt on the show.) “I knew only glimpses of my hands might make it into a shot, or part of my shoulder along with a wisp of hair,” she wrote of one of her jobs in Good Housekeeping in 2016. But she overheard the director complaining that her wrists looked “vastly different” than those of the principal actress in the movie, 2015’s Mania Days. “Luckily, I didn't get fired in spite of my wrists, but I wouldn't have been surprised had it happened.”

2. THEY’RE NOT JUST THERE TO SHOW THEIR BUTTS.

Yes, body doubles are often brought in if an actor doesn’t want to bare it all on camera. But they are hired for other reasons, too. For one thing, union rules mandate the actors get 12 hours off between when they leave set for the day and their next call time, so if the shoots are running long, the crew might employ someone else to stand in. Other times, it's a matter of particular talents. Most actors may be able to sing, dance, and cry on camera, but few also have the athletic skills to allow them to pass as a sports legend. In Battle of the Sexes (2017), Emma Stone plays Billie Jean King, one of the best tennis players of all time. To realistically represent King’s skills on the court, the movie makers brought in tennis doubles to play in place of Stone and her co-star, Steve Carell. Stone’s double was chosen for her playing style, which resembled King’s, and worked with King on-set to perfect her imitation. The effort was, according to The Wall Street Journal, a huge success. “Not only is the tennis believable, it’s a meticulous representation of the type of tennis played in that era: serve and volley, chipping and charging to the net, touch volleys and soft hands.”

3. ACTORS CAN GET TOUCHY ABOUT WHO PLAYS THEM.

When you are tasked with choosing a celebrity doppelgänger, you’ve got to keep egos in mind. “The choice reflects on the principal actor,” DeeDee Ricketts, the casting director for Titanic, told Vanity Fair in 2016. “We have to take into consideration that they can’t be too thin, or more beautiful, or too heavy, or too old, or else the principal actor will think, That’s how they see me?” Actors often get to give input on who will be their double, and sometimes have final approval rights written into their contracts. When she was being considered for the job of Janet Leigh's body double in Psycho's iconic shower scene, model and Playboy covergirl Marli Renfro had to strip down for both Alfred Hitchcock and Leigh herself so that they could make sure her body looked enough like Leigh's, as Renfro recently revealed at a Brooklyn screening of the documentary 78/52: Hitchcock's Shower Scene. In the case of nude scenes, actors might even have final approval on what physical moves their doubles are allowed to make.

4. THEY MIGHT NEVER MEET THEIR DOUBLE ...

If you’re working as an actor’s double, by definition, you’re not going to have scenes with them, and so some body doubles never meet the stars they’re pretending to be. Danish actor Elvira Friis, who worked as a body double for Charlotte Gainsbourg (and her character’s younger self, played by Stacy Martin) during the racier scenes of Lars von Trier’s Nymphomaniac (2013), never met the actor. “The closest I got to Charlotte Gainsbourg was that I was wearing her dress,” Friis told The Wall Street Journal.

5. OR THEY MIGHT SPEND A LOT OF TIME WITH THE PEOPLE THEY'RE PORTRAYING.

But how much time an actor spends with their doppelgänger really depends on the role. Some actors spend plenty of time with their doubles on set helping them get into the role. In What Happened to Monday (2017), Noomi Rapace plays the roles of seven identical sisters, making body doubles a necessity on set. Rapace helped direct her doubles during filming, “as they needed to know how the star would play the scene for each character so that it would sync up when she performed the part herself,” according to The Hollywood Reporter. Game of Thrones star Lena Headey (who plays Cersei) worked closely with her double Rebecca Van Cleave for a nude scene in the show’s fifth season finale. Headey walked Van Cleave through her character’s thinking and movements for each shot. Then, Headey did the same performance herself, wearing a beige dress that could later be edited out. In the final product, Headey’s facial expressions were merged with Van Cleave’s nude body.

6. THEY DON’T ALWAYS LOOK EXACTLY LIKE THEIR COUNTERPARTS.

Because body doubles are often only seen from the back or side, they may not look quite as much like their acting counterpart as you’d think. Brett Baker, who worked as Leonardo DiCaprio’s body double for Titanic, is several inches shorter than DiCaprio and seven years older. From the front, you wouldn’t peg him as a Jack Dawson lookalike. But with the same clothes and haircut, shot from above and behind, he passed easily as DiCaprio. Once Leo’s closeups were done, according to Vanity Fair, Baker was often brought in to stand opposite Kate Winslet as she played through her half of the scene. In some cases, he didn’t make it into the final shot at all, but still had to be on set for those 14-hour days.

7. THESE DAYS, THEY GET A BOOST FROM CGI.

With the help of technology, filmmakers can put their leading actor’s face on a body double’s torso, so they don’t have to limit their body doubles to just back-of-the-head or partial shots. This allows them to seamlessly meld both the main actor and the body double’s performances in post-production. That can allow directors to get exactly the scene they want in shows like Orphan Black, which features Tatiana Maslany playing multiple roles, or in cases where actors don't want to get totally naked on-camera. In rare cases, it can also be used to bring actors back from the dead. When Paul Walker died in a car crash midway through filming Furious 7 (2015), the filmmakers used his brothers and another actor as body doubles, superimposing computer-generated images of Walker’s face on their performances. Around 260 shots featuring Walker’s doubles appeared in the final cut.

8. IF AN ACTOR CAN’T ALTER THEIR WEIGHT FOR A ROLE, A BODY DOUBLE CAN FILL IN.

When Matt Damon was filming The Martian (2015), he wanted to lose 30 to 40 pounds to portray astronaut Mark Watney after he had been surviving on meager rations for years. But the filming schedule made that impossible, so a body double had to be brought in for some shots. “I was going to lose a bunch of weight in the third act of the movie, then put the weight back on,” Damon told Maclean’s. However, as the schedule shook out, they filmed the NASA interiors in Hungary, then immediately went to Jordan, which doubled as the Red Planet for the film’s purposes, and shot all the exterior shots from the beginning, middle, and end of the movie, with no time for Damon to lose a significant amount of weight. The skinny body double isn’t on screen for long. “It was, like, two shots,” Damon describes. (Still, fans noticed.)

9. SOMETIMES THEY NEVER MAKE IT IN FRONT OF THE CAMERA AT ALL.

When it comes to nude scenes, sometimes body doubles are hired but never used. Veteran body double Laura Grady was cast as Robin Wright’s lookalike for State of Play (2009), but didn’t shoot a single scene. “I just sat in my trailer, ready to go, and then at the end, [Wright] decided to do her own scenes,” Grady told Vulture in 2014. “That happens sometimes. Sometimes they just get a body double because they think they might need one, and then all of a sudden the actress is comfortable and she’s like, ‘No, I’ll just do it.’ Or they change a scene and they don’t make it as risqué.” Don’t worry, though—the double still gets paid.

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9 Secrets of Whole Foods Employees
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With 474 stores across the United States, Canada, and the United Kingdom, Whole Foods has cornered the market on organic, high-end groceries. And while the company is currently undergoing changes (such as lowering prices on many items) due to Amazon’s recent acquisition, we got the 411 on what it’s like to work there now. Here’s an inside look at how employees feel about the store’s high prices, why they can’t do much about shoplifters, and what they really do with damaged fruit.

1. THEY HAVE MIXED FEELINGS ABOUT THE STORE’S PRICES.

Many items at Whole Foods cost more than at other grocery stores, and the company’s “whole paycheck” nickname has some truth to it. While some team members defend the store’s notoriously high prices, others admit that they can’t afford to shop there. As Whole Foods Culinary Content Editor Molly Siegler explains to PopSugar, the store has high standards. “We have a whole team that’s dedicated to using science and really heavy research to figure out what can and can't be in our stores,” she says. “At a minimum, we have no artificial colors, no artificial preservatives, no artificial sweeteners, and no hydrogenated fats. Every single thing in our stores meets those standards, and often people don't realize that.” Whole Foods also lets customers sample anything before they buy it, return anything for a refund or store credit, and use coupons to lower their grocery bill.

On the other hand, some employees admit that Whole Foods makes high margins on candy (such as fancy marshmallows) and Whole Body products, the section of the store that contains vitamins, supplements, organic makeup, and skincare. “A lot of the things we sell—there’s no way I could buy [them],” an anonymous Whole Foods employee who works at a store in Southern California tells Mental Floss.

2. THEY MIGHT PUT DAMAGED PRODUCE IN YOUR SMOOTHIES.

Whole Foods worker stocking vegetables
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The juice and smoothie bar at Whole Foods may look like it offers a tantalizing mix of fresh fruit and pristine vegetables, but the reality might be less than picture-perfect. Employees at some stores reportedly put old fruit and spinach into green smoothies, while others use bruised and damaged apples to make discounted apple juice. Similarly, some stores may put lettuce, tomato, onions, or mixed greens that haven't sold yet (and will go bad in a day or two) in the salad bar.

3. THEY WISH YOU WOULDN’T USE THEM AS YOUR DOCTOR.

Whole Foods’ commitment to health and high-quality products means that some customers treat their visits to the grocery store more like visits to a doctor, pharmacist, or holistic nutritionist. Although employees in the Whole Body department can help you find vitamins and supplements, they can't diagnose you or suggest treatment plans. “I cringe to think about how much money people dump into trying to solve their problems by taking the advice of the perfect-looking community college student in the body and vitamin aisle when what they need is treatment by a medical doctor,” writes a former Whole Foods employee on Gawker.

4. THEY DON’T ACTUALLY MAKE ALL THEIR PREPARED FOOD IN-HOUSE.

people in line at Whole Foods
TIMOTHY A. CLARY/AFP/Getty Images

You might assume that employees in each store’s kitchen bake or cook the items you see in the prepared foods section. But that warm loaf of bread, bowl of quinoa salad, or slice of tiramisu that tempts you at lunchtime might not be made in-house. Depending on the location and size of the Whole Foods, some items that appear to be freshly cooked are not. Most bread, for example, is shipped frozen to each store and then baked in an oven. (Bigger stores are more likely to have a full-service kitchen.)

“Little to nothing is actually made from scratch in the Whole Foods bakeries each day,” a former Whole Foods chef writes on her blog. “In the South region, Whole Foods has a huge mass-production kitchen in Alpharetta, GA. If you shop at any Whole Foods in the South and get food off of the hot bar, off of the soup bar, out of the deli case or in pre-packaged containers in the sandwich cooler or refrigerated prepared foods wall, there’s a good chance that your food was actually made in that kitchen in Alpharetta.”

5. THEY LAUGH ABOUT THE “ASPARAGUS WATER” INCIDENT.

A selection of asparagus stalks on wood
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In 2015, some stores notoriously sold asparagus water—a bottle of water with three stalks of asparagus in it—for $6. Customers expressed their outrage on social media, poking fun at the product’s cost and silliness. Whole Foods soon removed the water from shelves, claiming it was a mistake, but the blunder lives on. Asked on Reddit if asparagus water is delicious, a Reddit user named wfmworker replied in the affirmative. “Honestly though, that whole situation didn't even shock me. WF sells some weird stuff.” In 2016, the store removed another $6 item—pre-peeled oranges in plastic containers—after Twitter users mocked the product’s pointlessness and damage to the environment.

6. THEY KNOW HOW TO HACK THE SALAD BAR.

An array of vegetables at a salad bar
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With an assortment of veggies, protein, nuts, and dressings, the salad bar at Whole Foods can be overwhelming, and it’s easy to pay a lot for a small container of food. But because items from the salad bar are priced according to weight, Whole Foods employees have some smart strategies on how to hack it. Some of their tips? Avoid heavier vegetables (like dense cauliflower or broccoli), skip beans, and use less dressing. According to a former Whole Foods Team Member who goes by psh_1_psh_2 on Reddit, you can also use the salad bar to save money on nuts. “The nuts on the salad bar are way less expensive than the nuts in bulk. You could theoretically just fill up your whole salad container with pecans or walnuts and save at least $2/lb,” he says.

7. THEY DEAL WITH SOME CRAZIES.

Whole Foods employees acknowledge that their customer base is unique. In general, the shoppers have a high disposable income, heightened interest in animal welfare, and a desire to support environmentally sustainable farming and fishing practices. But according to employees, it’s not uncommon to encounter customers who are demanding, entitled, or simply overshare their strange beliefs.

“In many cases, these customers have been privileged—financially and often otherwise—all their lives, which means many of them have massive entitlement complexes. It’s kind of hilarious to observe a building full of people who all believe that the world revolves around them,” says the former Whole Foods chef.

A former Whole Foods manager in California tells Thrillist that some customers discussed conspiracy theories with him. “I was so used to crazy people coming in that it became the norm. I had conversations with customers about chemtrails at a freaking grocery store. I had people go off on religious rants about Jews to me—and I'm Jewish, by the way,” he says. “People talk and run their mouths a lot and get too comfortable.”

8. THEY GO THE EXTRA MILE FOR THEIR CUSTOMERS.

Whole Foods employee at sample station with customer
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It’s no secret that the store’s items can be pricey, so Whole Foods employees put extra effort into making their customers happy. “I can say as a decorator in the bakery that we give extra time for free to cakes for really nice customers,” says psh_1_psh_2. Customers who smile and engage in small talk can brighten an employee’s day, transforming the experience of bagging groceries from a mundane task into an enjoyable one. Kailee Ver Valin, who has worked as a Team Member for over a year at a Whole Foods in North Carolina, explains that most customers respond positively to her friendliness. “The customers are thankful and friendly. I love talking to people,” she tells Mental Floss.

Additionally, the store’s butchers will debone animals, and sometimes season the meat, all for free. “A lot of people do that in our offices for lunch, or it's a really easy thing to do right before you head home for dinner. And it's not just salt and pepper—there's interesting rubs and spice mixes,” Siegler says.

9. THEY CAN’T DO MUCH ABOUT SHOPLIFTING.

Most Whole Foods employees have at least one story of customers stealing food. Whether someone eats from the prepared foods section before (or instead of) paying for it or lifts a container of vitamins and then asks for a refund, shoplifting is a big problem. Reddit user Lifeoncloud_9, who works as a supervisor at a Whole Foods in Chicago, explains that the company forbids employees from pursuing or trying to stop shoplifters: “We can get fired for confronting them. Most of the time we have an undercover loss prevention guard on duty. When there isn't, the most we can do is notify the manager on duty and he or she can ban them from the store."

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