11 Behind-the-Counter Secrets of Baristas

Andrew Burton/Getty Images
Andrew Burton/Getty Images

Being a barista is no easy task, and it’s not just the early hours and the don’t-talk-to-me-unless-I’ve-had-my-coffee customers. While people often think working at a cafe is a part-time, temporary gig, it takes extensive training to learn your way around an espresso machine, and most baristas are in it for the love of coffee, not just to pay the bills. Mental Floss spoke to a few baristas working at the New York Coffee Festival to learn what exactly goes on behind the counter, and why you should never, ever dump your extra coffee in the trash.

1. THEY REALLY LOVE COFFEE.

One of the biggest misconceptions about the profession, says New York City-based barista Kayla Bird, is “that it's not a real job.” But especially in specialty cafes, many baristas are in it for the long haul. Coffee is their career.

“It's a chosen field,” as barista Virgil San Miguel puts it. “It's not like you work in a coffee shop because it's a glamorous job,” he explains. “It's more like a passion.”

2. THEY GO THROUGH A LOT OF TRAINING.

“Being a really good barista takes a lot of studying,” explains Jake Griffin, a wholesale representative for Irving Farm Coffee Roasters who has worked in the coffee industry for almost a decade. “It can take a few years. You have to start to understand origins, production methods, where your coffee came from.” You have to go through an intensive education before you start pulling espresso shots for customers, so it's possible that the person taking your order and fetching your pastry isn't even allowed to make you a drink yet. “They have to be what we call 'bar certified' before they're even allowed on the machine,” he says. “Usually people start off in our cafes in various support roles, then start to go to classes and go through the training program.”

3. THEY’RE PROBABLY PRETTY WIRED.

Sure, baristas take full advantage of all that free coffee. And if they work in their company’s training programs, their whole job is to drink coffee. But it has its downsides. “I taste—at minimum—ten shots of espresso a day,” John Hrabe, who trains baristas at Birch Coffee in New York City, says. On his busier days, it might be as many as 20. You get used to all the caffeine, he claims—at least until you take a few days off. “Then when you go on vacation and you're not working ... everyone's like, 'Why's John so tired?’”

Other baristas who have worked in the field for a long time say the same. “I’ve been doing this for 15 years, and I used to have five or six coffees a day,” Michael Sadler, who helped develop the barista education program at Toby’s Coffee, says. “Now I do two,” he says, both because of the caffeine-induced anxiety and the withdrawal headaches he would get on his days off.

4. OR THEY’RE DRINKING … SOMETHING ELSE.

Like any job, there are things that go on in coffee shops that the boss would definitely not approve of. According to one barista who has worked at both a corporate coffee chain and specialty cafes in Delaware and New York, coffee shops can get pretty rowdy behind-the-scenes. “If you see a barista with a lidded cup behind the bar, there's probably a 50/50 chance: It's either coffee or beer,” he says. “You never know.” And it’s not just the booze, either. “I’ve been a part of secret menus that have cannabis-infused coconut milk,” he explains. “I had a pretty good cappuccino.”

5. THEY GET ANNOYED WHEN YOU SKIP THE PLEASANTRIES.

You don’t want to hold up the line telling a barista your life story at 7 a.m., but even if you’re in a hurry, don’t forget to say hi before you jump into demanding that large coffee. “Walking up to somebody and saying 'Almond latte,' when they just said 'How are you today?' is probably the biggest thing you can do to get on a barista's bad side,” Toby's Coffee's Sadler says. “It's like, exchange pleasantries, then get to business.”

6. IF YOU’RE NOT NICE TO THEM, THEY WON’T BE NICE TO YOU.

Not everyone is super perky in the morning, but if you can’t be civil, you’re better off making your own coffee at home. At some places, if you get snippy with the employees, you’re going to get worse than furtive eye rolls between baristas (though you’ll get that, too).

“Be nice to your baristas, or you get decaf,” warns one barista. While it varies from cafe to cafe, multiple baristas told Mental Floss that it happens. Rude customers might get three letters written on their cup: “They call it DTB—‘decaf that bitch.’”

There’s a less potent way a barista can get back at you, too. If the hole in your coffee lid lines up with the seam of your paper cup, you’re going to get dripped on. And sometimes, it’s not an accident. “When a barista puts the mouth on the seam, they want it to leak on you,” a New York City-based barista explains.

Others are a little more forgiving of rude patrons. “I like making them the best drink that they've ever had, just to kill them with kindness,” one coffee shop employee says. “I don't want them to be like, ‘She’s a bad barista.’” Just to be safe, though, it's better to be nice.

7. THEY PROBABLY KNOW WHAT YOU WANT BEFORE YOU DO.

“The longer you work in coffee, the more when someone walks in the door you read their personality type and say, I know exactly what you're going to drink,” Jared Hamilton, a self-described “espresso wizard” at the Brooklyn-based chain Cafe Grumpy, says. When I ask him to predict my drink, he proves his skills. “What you're going to drink is like, an alternative milk, flat white or cappuccino. So maybe soy, probably almond. Nonstandard. You don't want a lot of milk, just enough.” He’s not too far off—my go-to is, in fact, a non-standard, some-milk-but-not-too-much drink, a decaf cappuccino, though I drink regular milk in it. He points to another festival visitor who is dressed in business attire. "That guy right there, he drinks espresso all day," he guesses.

Depending on the coffee shop, the barista might know what customers want more than they do. Dominique Richards, who started her first barista job in Brooklyn three months ago, says she has to order for her customers around a third of the time. “Usually if someone's looking at the menu for more than 30 seconds, I jump in and say, ‘Hey, what would you like?’” She then asks them a few questions, like whether they want hot or cold coffee, and goes from there, often recommending lattes for people who are just getting into specialty coffee. “It's kind of a learning experience for the majority” of her customers, she says.

8. CUSTOMERS CAN BE REALLY PARTICULAR.

“People treat cafes like they're [their own] kitchen,” according to Cafe Grumpy’s Hamilton. “My favorite thing people do is when they walk in and they rearrange the condiment bar. Then they order, then they go use the condiments.” Apparently, some people are really particular about the location of their sugar packets. And if you throw off their routine, watch out. One of his colleagues describes a customer who threw a fit because the shop didn’t have a cinnamon shaker, demanding a refund for both her coffee and her pastry. (They eventually found some cinnamon for her.)

9. YOU SHOULD NEVER, EVER DUMP EXTRA COFFEE STRAIGHT INTO THE TRASH.

Even if you ask for room for milk in your drip coffee, the cup is still sometimes just a bit too full. It’s tempting to just pour a little into the trash can, but whoever has to take out that garbage is going to pay for it. “Please don't pour it in the garbage,” Bluestone Lane barista Marina Velazquez pleads. “Because at the end of the night, it ends up on our feet.” If the shop doesn’t have a dedicated container for you to pour out your excess coffee, take it back to the counter and ask them to dump a bit in the sink. Your baristas will thank you.

10. MAKING ESPRESSO DRINKS ISN’T A ROTE SKILL.

When you’re waiting in line, it may look like baristas are doing the same thing over and over for dozens of drinks. But in fact, every order presents its own challenges.

“There's probably not an appreciation for how much a coffee can vary,” explains Katie Duris, a former barista of 10 years who now works as a wholesale manager at Joe Coffee. High-quality coffee is “really dynamic as an ingredient,” she says. Baristas “have to make micro adjustments all day long. You have to change the grind based on the humidity in the room or a draft or how much coffee is in your hopper—if it's an espresso machine—so they're tweaking all day long … good baristas are making adjustments all the time.”

11. IT’S PHYSICALLY TAXING.

Making espresso drinks all day long can wear you out, and not just because you’re on your feet all day. There are also repetitive stress injuries to consider. “There's physical wear and tear on your joints when you're a barista,” Birch's Hrabe says. He’s worked in coffee for 11 years, and says that tamping espresso shots (compressing the grounds before brewing) day after day has given him tennis elbow. “It's totally common for baristas,” he says.

In short, baristas are probably doing more work behind the bar than you give them credit for, whether it’s dealing with customers or actually making coffee. “Being a barista is fun, but it's hard work,” Bluestone Lane's Velazquez says. “Everybody should be a barista at least once. I think it teaches humility.”

17 Behind-the-Scenes Secrets of Bookstores

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iStock

For book lovers, there’s no more magical place than the local bookstore. Endless shelves of stories and characters, all at your eager fingertips. And while most of us have probably spent a significant amount of time wandering the aisles, few of us know what goes on behind the scenes. Here are some insights into the life of a bookstore, gleaned from the people who keep the shelves stocked.

1. EMPLOYEES WANT YOU TO ASK THEM FOR RECOMMENDATIONS.

“A person will say, ‘I have a really strange question, I’m sorry, but can you recommend a book?’” says Phyllis Cohen, owner of Berkeley Books in Paris. “That is the most normal question. It is my favorite question in the world! Give me some clues. I’ll ask them some pointed questions and then I make a pile for them. When they discover it they’re over the moon—it’s like they have a personal shopper in the bookshop.”

2. BUT BOOKSELLERS ARE NOT MIND-READERS.

They want to help you find your book, but they can’t if you don’t know the book’s name, author, or what it was about. This happens all the time, and it drives them crazy. “Customers will say ‘I don’t remember the name or what it was about but it has a blue cover. I think it had this word in the title,’” explains Katie Orphan, manager at The Last Bookstore in Los Angeles. Sometimes the questions are so vague that no amount of Googling will help, and then the customer leaves unhappy.

Even a botched title is better than no hints at all. “One funny thing that happens with customers is they get the titles totally wrong,” says Marissa Rodriguez, who has worked in a bookstore for two years. “High school kids will say ‘I’m looking for ‘How To Kill a Mockingbird’ or ‘Angry Grapes.’”

3. THEY CAN SPOT THE BOOKWORMS FROM A MILE AWAY.

A woman browsing near a sign for half-price paperbacks at a bookstore
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Just browsing? Bookstore workers can tell. “Cookbooks is one of the sections where that happens the most,” Orphan says. “Art books and cookbooks. The people who are going to buy books, I can tell by the way they look at them, touch them, start carrying them around in a stack. I can always tell when people come up who is going to buy a book and who isn’t.”

4. THEY KNOW WHEN YOU’RE “SHOWROOMING.”

In recent years, many brick-and-mortar stores have fallen victim to online outlets like Amazon, which often offer the same books for a lower price. Some customers will browse for books they like, only to buy them later online, and they’re not very sly about it. “They’ll come in and use their phone to take a picture of the cover and barcode and just use the bookstore as the Amazon showroom,” says Keith Edmunds, a former bookstore owner. “It was awful. Seeing people do that was the height of ignorance.”

5. AND WHEN YOU’RE PLAYING THE SYSTEM.

“Some regulars would buy books one or two at a time and then within the two-week return window bring them back and be like, ‘I bought the wrong book,’” said Kat Chin, who worked at The World's Biggest Bookstore in Toronto for five years. “You’d know they read them because you could see the book was a little bit worn or the spine was cracked.”

6. THE GOAL IS TO GET BOOKS IN YOUR HANDS.

A red sign advertising bestsellers at a bookstore
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One trick to get customers to commit to a book is to physically put the book in their hands and have them flip through it. “You can direct them to a part of the store, but that’s only half of selling a book,” Rodriguez says. “It's important to get merchandise in people's hands so they feel there’s already some ownership happening. They say ‘I like the way it looks and feels in my hands and I like the way it smells.’”

7. YOU HAVE TO HUNT FOR THE COFFEE SHOP.

Many bookstores, particularly the bigger ones like Barnes & Noble, have incorporated cafes into their layout. Alex Lifschutz, a London-based architect, told The Economist that putting the coffee shop at the back of the store or, if there are multiple stories, on the top floor, “draws shoppers upwards floor-by-floor, which is bound to encourage people to linger longer and spend more.”

8. THE KIDS SECTION IS STRATEGICALLY LOCATED.

According to Edmunds, the kids books are almost always located at the back of a store. “If the parents want to get a book for the kid they have to go through the whole store,” he says. “They’re hoping the parent will see something they want.”

9. SOMEONE PAID FOR THAT PRIME SHELF REAL ESTATE.

A red sign advertising bestsellers at a bookstore
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In many big-box stores, publishers pay for good placement on “front tables, end caps and window space, in the same way General Mills and Procter and Gamble buy space for their breakfast cereals and dish detergents in the supermarkets,” Andy Ross, a literary agent, told The Book Deal.

10. AUTHORS, BEWARE THE “SOCIOLOGY” SECTION.

No author wants their book tucked away in the “sociology” section, claims veteran publishing insider Alan Rinzler. It’s “a catchall section for ambiguous titles, and the kiss of death for book sales,” he says.

11. BOOK THIEVES LOVE THE BIBLE.

At The World's Biggest Bookstore in Toronto, “the Bible was the number one stolen book of all time,” Chin says.

Other frequently stolen books? Japanese comics (a.k.a. manga), expensive medical books, and Kurt Vonnegut’s work. Chin also says Haruki Murakami books were so frequently stolen that her bookstore had to take them off the shelves, only bringing them out when they were specifically requested.

12. EMPLOYEES HATE WHEN YOU LEAVE BOOKS WHERE THEY DON’T BELONG ...

Long rows of books at a bookstore
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“Neatening up a bookstore is a daunting process,” says Demi Marshall, a bookseller in Austin, Texas. The next time you pluck a book from its designated shelf slot, put it back when you’re done. Otherwise, “it’s like if you go to a clothing store and unfold all the clothes and then put them back on the shelf but don’t fold them,” Chin says.

13. ... AND WHEN YOU TREAT THE STORE LIKE YOUR LIBRARY.

“It’s nice to be able to go in and read maybe a chapter to see if you’re gonna like the book,” Chin says. “But then when you sit and read the whole book and put it back on the shelf, it gets grubby.” You’ll know a bookstore is trying to nudge you out the door if multiple employees drop by to ask if you need any help. “We would quietly pester people,” says Caleb Saenz, who used to work at Barnes & Noble. “I was at my peak passive aggressive phase when I was working at a bookstore.”

14. THE INTERNET HAS ACTUALLY BEEN A GOOD THING.

A brick-and-mortar Amazon bookstore in Seattle
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Before the internet became ubiquitous, the process of looking up a book for a customer was daunting. “We had to look it up in 'Books In Print,’ which is a multi-volume, 4-inch thick, hardcover book,” says Liz Prouty, who owns Second Looks Books in Maryland with her husband, Richard Due. “It was a slow and cumbersome process and if anything was indexed wrong or a customer had the first word of a title wrong, you were out of luck.”

15. IT’S ALSO MADE US LOVE BOOKS MORE.

Some thought the e-book would surely spell the death of the bookstore. But many independent sellers say digitization has actually made people crave physical books more. “I’ve noticed in the last couple of years, so many people come in waxing rhapsodic about the smell of books, the feel of books,” Prouty says. “And they say it more now because the alternatives exist. People are deeply attached to the old-fashioned books.”

16. SOME BOOKSELLERS CAN IDENTIFY BOOKS BY THEIR SMELL.

Especially used booksellers. “These Penguins have their own particular odor,” Cohen says. That odor? Vanilla. Others might smell like almond or coffee.

17. BOOKSELLERS AREN’T IN IT FOR THE MONEY.

A blue sign with white letters spelling out the word "books" and a hand pointing
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In fact, most of them have second jobs or need monetary support from family members. “It is definitely a work of passion for everyone that I know,” Marshall says. “We don’t do it for the money, we don’t do it because we have any power or prestige. It’s genuinely just that we love books and we love getting them into people's hands.”

A version of this story first ran in 2016.

13 Secrets of Crime Scene Cleaners

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iStock

It’s a profession that few people realize exists—until tragedy strikes, and suddenly they have to deal with the unimaginable. That’s when they call a select group of iron-stomached, steel-nerved workers known as trauma scene restoration specialists, biohazard remediation technicians, or simply crime scene cleaners.

Until a few decades ago, the task of cleaning up after a loved one died fell to family and friends, potentially adding trauma on top of an already terrible event. In the 1990s, a small group of companies and entrepreneurs sprang up to tackle the problem, specializing in the removal of blood, fluids, human tissue, and hazardous substances. By 2012 (the last year for which reliable data is available), crime scene cleanup was a $350-million industry in the United States, and included more than 500 companies. Here’s what these hazmat-suited heroes want the world to know about their work.

1. THEY AREN'T LIMITED TO CRIME SCENES.

The phrase crime scene cleanup brings to mind police tape and furrow-browed detectives. In reality, only a fraction of the calls these companies receive—which can come from family members, property managers, hotel owners, or anyone with a dead body on their property—are the result of a major crime. Unattended natural death (i.e., a person who dies alone and isn’t discovered quickly) and suicide are the most common scenarios. Glenn Cox, general manager at Southern Bio-Recovery, which has four locations in the Southeast, says that only about 30 percent of the 60 to 100 death scenes his company handles every year are homicides.

To pay the bills, it's common for companies to supplement with other kinds of biohazard removal, whether that's removing tear gas from a property after it's been used by law enforcement or getting rid of meth labs. Cox says that Southern Bio-Recovery also cleans up hoarding situations and decontaminates homes after viral or bacterial incidents—think MRSA or hepatitis outbreaks.

2. MANY OF THEM ARE EX-MILITARY OR LAW ENFORCEMENT.

Former Marine John Krusenstjerna founded Des Moines-based Iowa CTS Cleaners after serving two tours in Iraq. “Just experiencing things out there left me kind of wondering what happened in these situations back in the United States, who takes care of it,” he tells Mental Floss. Peruse executive bios of many trauma restoration company websites and you’ll find similar military, law enforcement, or paramedic backgrounds. Exposure to death—and the chaos it wreaks on family members—also provides valuable experience in the emotional and physical challenges inherent in cleanup. "Being able to compartmentalize in your mind, to stay focused on the task, to have integrity … all of those are attributes I believe I learned from being a soldier," Cox explains.

3. THEIR TRAINING MIGHT INVOLVE PIG BLOOD.

A bucket of blood
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The certification requirements for crime scene cleaners range from nonexistent to uneven, so most training happens in-house. James Michel, CEO at Bio Recovery—which has 22 branches around the country—says all of his company's employees are taken to a special training facility at their headquarters in New York state. "We stage crime scenes there using organic and non-organic types of fake blood: stage blood, pig blood, all different types. We recreate crime scenes with sheet rock, toilets, tile, and [trainees are] able to break it down. We have decontamination stations that are permanently set up so they can walk in and out of and really grasp how to do this on a day-to-day basis." All in all, Michel says, four weeks of such training are required before their techs are even let out on a crime site.

4. THE DEATH SCENE CAN SPREAD BEYOND THE BODY.

“All of our scenes are chaotic, and there's multiple things to do,” says Nate Berg, founder and president of Scene Clean, based in Osseo, Minnesota. “For example, in a decomposition [when a body has been left undiscovered for a long period], you've got strong odors and you've got all their personal property, which now have absorbed the strong odors.” The work becomes a matter of peeling the layers of contamination—bedding and linens, furniture, carpeting, floorboards, subfloor or sheetrock. And what’s visible to the eye (say, a small bloodstain on a carpet) may actually indicate a large pool underneath.

“A bad day is when we get called to a really bad decomposition or unattended death,” Krusenstjerna says, “and find out they’ve not only decomposed in a kitchen or bathroom but it’s dripping into the basement. We had an apartment building where it went from the third floor to the first floor.”

5. THEIR CLEANING SUPPLIES ARE NEXT-LEVEL.

A gloved hand holding a handsaw
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As you might expect, cleaning up the blood, fluids, and tissue left in the wake of a violent death or long-undiscovered decomposition takes more than bleach and elbow grease. The first step is detection of every spot, splatter, or shard. “We use an indicator similar to hydrogen peroxide, but it’s a much, much stronger version,” Cox says. “When it [comes into] contact with bodily fluids, it foams up and turns a very bright white color. It’s also a very strong disinfectant.”

When dealing with brain matter—which tends to harden to a cement-like consistency—Berg prefers to use an enzyme cleaner that, when absorbed by the tissue, softens it just enough to allow it to be removed with a scraper. For stubborn brain tissue, or fluid that’s seeped into the cracks between floorboards, it might be time to break out the demolition tools: crowbars, weighted hammers, circular saws. It’s also not uncommon for techs to have to dismantle furniture, remove sheetrock, or rip up flooring to get at the contaminants that have seeped in or gotten stuck.

6. THEY CAN MITIGATE THE SMELL ... SORT OF.

A person dressed in personal protective equipment
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There’s nothing like the smell of death. And while some techs get used to the odor, “when a body’s been there for 60 days, in moist air, you walk in and breathe that smell, and you just go, ‘This is going to be a long day,’” Michel says. Every technician wears personal protective equipment (a.k.a. PPE; think lined suits, booties, layers of gloves and respirators) to guard against blood- and air-borne pathogens, but it can be hard to avoid a quick waft now and then. “I don’t care how good you are,” Michel says, “when you twist your head in a certain way and break that [respirator] seal, that smell is coming in the mask.” To cope, and to deodorize the home, techs employ HEPA filters, air scrubbers, ozone machines, and hydroxyl generators—which use concentrated UV light to target and destroy pollutants.

7. THEY HATE SEEING CATS ON-SITE.

A longhaired cat caught mid-yawn or snarl
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That's because cats could mean cat pee. “Cat pee is my fricking nemesis,” Berg says. “Most of the time we have to pull up floors or walls and make physical contact with the cat urine because it crystallizes.” Michel agrees: “When you leave a dog by himself and they [defecate] or urinate, you can clean that for the most part. Cat spray is the hardest odor to remove.”

8. THE TURNOVER RATE IS PRETTY HIGH.

Even the toughest clean-up doesn’t compare to the emotional stress of working with grieving families or glimpsing the violence people inflict upon each other. "We only go to the worst of the worst," Michel explains. He's seen professionals in his office and around the industry turn over at a rapid rate. “We’ve had hundreds of employees come in and out of these doors throughout the years and the psychological toll is extremely difficult. Some of the tough cases, where there’s children involved, there’s a somberness in the office for days.” He says that most employees, and even owners, only last about five or 10 years, max.

9. TECHS OFTEN FUNCTION AS COUNSELORS ...

A woman with glasses with her hand on the shoulder of a younger man
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Because everyone deals with grief differently, a crime scene cleanup tech has to be prepared for every kind of human interaction. Usually, it’s the owner or senior tech who deals with loved ones, and that might mean listening to detailed accounts of the deceased or protecting customers from seeing the worst. “Customers tend to want to tell us the whole story, starting two months back,” Cox says. “They need to vent. I have to talk with them, and sometimes I have to give them a hug and let them know that we’re here to help. We understand their situation and let them know that time heals. This is part of the healing process as well.”

10. ... BUT THEY SOMETIMES NEED HELP THEMSELVES.

Experienced techs and owners talk about the importance of separating their work and home lives. Still, not everyone is gifted with the ability to disengage (and even those who can may find the toll adds up over time). Several of the people we spoke to said their companies provide paid counseling for techs on a confidential, request-by-request basis. "All they have to do is submit a request. We take care of everything," Michel notes.

11. THEY MIGHT BLAST THE RADIO—OR WORK AS QUIETLY AS POSSIBLE.

A "quiet please" radio sign
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Techs have to find a way to work amid all that emotion. While on site, that might mean keeping things light among themselves. “We have radios in our truck,” Krusenstjerna says. “We bring the radio in the house, to help break up the time. We’ll talk amongst each other, joking about what we saw on TV the night before or what’s funny on Facebook. But the last thing we want, and where we draw the line, is if the family is in the house. Not to sound like we’re gross or gruesome but we’re not going to say, ‘Grab the tooth off the window ledge,’ because we don’t know if they’re sitting there with their ear to the bedroom door. So we’ll be quiet, and use body language and signs and stuff like that.”

12. A CLEAN-UP CAN COST $10,000.

Based on region, type of cleanup, and number of techs, the cost to customers varies wildly, from around $1000 to over $10,000. Generally, the more dispersed the fluids and tissue in the home, or the longer the decomp, the more manpower it will take and the longer the job will be—leading to higher costs. (While insurance and victim compensation will cover some of the cost, at least part of the bill still falls to the customers.) Depending on the number and type of jobs undertaken, owners of crime scene cleanup companies can clear hundreds of thousands of dollars, if not more, in profit every year. Techs themselves can make anywhere from $25 per hour to over $100 per hour. According to the Bureau of Labor Statistics, the median annual compensation for a hazardous materials removal worker hovers around $41,500, but the top 10 percent earn more than $75,000.

13. THE FACT THAT THEY'RE HELPING PEOPLE MAKES IT WORTHWHILE.

A person in a pink sweater, sitting on a couch, holding the hands of an older person
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If there was a common thread in all the conversations we conducted with crime scene cleaners, it was the immense satisfaction they take from their jobs. Despite the smells, the gore, and the grief, these individuals find great reward in the help they’re able to provide to others in their hour of darkness. “When I have a family member who’s just lost a loved one give me that hug—because they could not have done this for themselves—there is no greater satisfaction in my life,” Michel says. “If I were to die tomorrow, that would be one of the greatest things I've ever been a part of. You can't describe in words. The only way I can say is, it's the beat of another human being's heart against yours, thanking you for helping them on the worst day of their lives."

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