John Turner knows nothing about the hospitality industry or call centers or how to teach the fine art of small talk. He doesn’t speak Ukrainian, has never been to Ukraine, and knows zero about its culture. But he took a job in Ukraine anyway as a supervisor in an Airbnb call center.
As the odyssey unfolds, we learn that Turner is a worrywart who second guesses himself, grinds through negative thoughts, and constantly sidenotes excuses for an action or inaction in case we readers perceive a politically correct oversight. Instead of this lending a thoughtful aspect to his character, he comes across as lacking conviction or fearing what readers might think. Who cares if he enjoys watching Friends reruns? We’re not judgy, are we?
The Ukrainian characters, on the other hand, are likable and interesting. They are a balancing foil to Turner’s neuroses, which makes their practical approach to situations seem enlightened by comparison. The service agents Turner is supervising have not had the luxury of indulging in thin skin, so have no toolkit to manage the orchids among us who expect customer service representatives to know how lightly to mist our petals. Trained to patiently wait in line and stoically respond to disappointment, they are baffled by the need for superfluous small talk to manage callers. Even more so when Turner repeatedly apologizes for something he didn’t do. Herein lies the humor of this book, even if it is with a bit of a blush as we see ourselves through the eyes of persons who have not arrived on this planet in a country that allows its people to become a bit spoiled, if I may be so brave!
Ukraine is in our hearts and minds right now, and for that reason I’m glad to have a glimpse of their world before the invasion. It is especially fun to see Ukrainians react to things we see as normal, such as the need for and style of our small talk. Why are we so obsessed about the weather, anyway?
Thank you to Simon & Schuster and NetGalley for allowing me to read this eARC.